TYRELL BECKLES
PERSONAL PROFILE
A detail orientated professional with a strong background in customer service, and I am
highly skilled in building relationships with clients and developing tailored solutions to
meet their needs. I take pleasure in identifying the finer details of projects to accomplish
targets whilst working to strict deadlines and budgetary constraints. With over a decade
of experience in the field, I have developed significant experience dominated by
communication, negotiation and combined customer retention strategies that I look to
bring to a forward thinking organisation.
WORK EXPERIENCE
EDUCATION
Relationship Manager
NOVEMBER 2024 TO PRESENT DATE
Club Miracle (Phuket, Thailand) - Asia’s #1 For Short Term Rentals
BEDFORSHIRE UNIVERSITY
(2012 - 2016)
Economics (2:2 Degree)
BARNET COLLEGE (WOOD STREET CAMPUS)
(2016 - 2018)
NVQ Hotel Management
TRAINING
Assisted in the most profitable January the company has seen (54 Million Thai Baht Generated
Net)
Responsible for the training and operational action of 75 customer facing staff.
Managed the performance of 48 owner real estate portfolios (dynamic pricing across several
OTA sites, minor maintenance, structural upgrades and landscaping).
Develop SOPs and processes to ease workflow across 4 major Business Units within the
company operation. (8 - 25 properties per Business Unit).
Maintain customer satisfaction and high scoring reviews across all properties under my control.
Operate within the financial interests of all owners considering all unique expectations of each
owner, identifying needs and solving with personalised solutions.
Manage a personal budget alongside the budgets of each Business Unit Manager (coinciding
with their unique demands.
Collaborate with multiple internal teams to achieve daily goals.
Account Manger (Villa Operations)
Technical Skills To Service
Level
CRM System Knowledge
(Zendesk, SalesForce)
Onboarding/ Client Retention
Experince
Complaint Handling/ Incident
DECEMBER 2023 - OCTOBER 2024
MO Real Estate Management (Ko Samui, Thailand) - Real Estate Management Company
Responsible for the front & back of house duties of 16 luxury villas.
Communicate with owners regarding their investment properties.
Complete full inventory bi weekly per villa and generate reports.
Generated and maintained an average of 17% ROI rate per quarter this year within my
designated client accounts.
Manage designated accounts marketing across popular travel booking sites (air bnbn,
booking.com etc)
Handle all funds of Direct bookings and clear all balances across financial elements.
Secured contracts with external partners regarding maintenance of the properties.
Use CRM systems conducting in-depth assessment of client account performance.
Maintained 95% client satisfaction across all accounts via public reviews
Resolution
Outlet Manager
CONTACT-
CURRENT VISA
FEBRUARY 2023 - DECEMBER 2023
Kimpton Kitalay Samui (Ko Samui, Thailand) - 5 Star Resort Operation
Oversee 23 staff delivering excellent customer service to hotel guests.
Design promotions targeting popular customer items following strong market trends.
Delivered revenue generation metrics at monthly budget meetings.
Developed complimentary customer centric activities in the outlet to increase satisfaction
scores.
Able to beat monthly forecast consistently through low season
Led my team to a 92.5% guest satisfaction across all service periods in my outlet (Feb - June)
Conduct bi-weekly inspections of F&B outlets and documenting all findings to F&B Director.
Existing Non-Immigrant B Visa with
Valid Work Permit (Thailand)
Host weekly service trainings for employees to enhance the customer experience across
the complete Food & Beverage department (Room Service, Restaurants, Bar and
Banqueting).
CERTIFICATONS
Food & Beverage Manager
MAY 2022 - JANUARY 2023
Purple Dragon Private Members Club (Chelsea, United Kingdom)
International Food & Beverage
Operations
Food & Beverage Management
CPD
SAMA Certified
Provide high quality customer care, assistance and recognition to members.
Oversee daily front and back of house operations to 5 star standard
Train/ develop a team of 14 in delivering exceptional customer service.
Controlled all procurement in the department to a 8% variance in budget.
Generate strategies to increase membership experience assisting the membership
manager. Achieved 85% retention across the year.
Oversee the marketing leading to the onboarding of new members. (Club metrics in
Premier members from 245 to 317 active members in 9 months)
Customer Operations Supervisor
DECEMBER 2020 - MARCH 2022
Red Rhino Ltd (Gzira Malta) - Online Casino Operation (Remote Role)
LANGUAGES
English (Native)
Spanish (C2)
French (B2)
Thai (T3)
Respond to up to 75 customer through the company live chat platform per hour.
Send up to 105 emails per 9 hour shift in communicating with live customers.
Oversee workflow and productivity of 12 staff providing feedback.
Provide bi-training weekly on dealing with difficult customers.
Use complaint handling techniques to ensure customer retention figures.
Assist in processing accurate payouts for “high roller” clients (Deposit 20,000 Euro or more within
a calendar month)
Generate visual metrics detailing customer engagement, playing times, hotspot areas etc
Assistant Guest Relations Manager
JULY 2019 - AUGUST 2020
The Dilly (Piccadily, United Kingdom) - 5 Star Hotel Operation (On Site)
(Redundancy Due To Covid 19 Pandemic)
Exceed feedback metric monthly across guest feedback (210 room property).
Generate reports to senior management daily.
Develop action plans to improve daily operations.
Use a blend of effective communication and adaptability skills to maintain the
highest level of customer experience possible to a 5 star standard.
Anticipate, respond to and solve all client problems as the first point of contact.
Address all guest complaints in a time cautious and courteous manner.
Provide high quality customer care, assistance and recognition.
Promote products from neighbouring deparments (F&B promotions, Spa
promotions etc).
Floor Manager
NOVEMBER 2018 - JUNE 2019
St. James Curio Collection (Trafalgar Square, London) - 5 Star Hotel Operation
Manage service aspects in all food and beverage assigned areas and events
including (Restaurant, Room Service, Event Rooms, Minibar & Rooftop Bar)
Maximise sales by identifying and targeting sales opportunities through marketing
including promotions and events.
Run bar operations across both rooftop bar outlets (including dispense bar and
club room bar)
Act as manager on duty across all shifts timings as and when necessary
Controls costs of all food and beverage outlets by assisting management in
purchasing, maintaining effective profit and loss controls and monitoring labor
costs following demand patterns, budget and forecasting.
Maintain guest satisfaction by handling inquiries, concerns or comments and
providing solutions; acquiring feedback from guests and co-workers in order to
ensure satisfaction.
Implement changes where necessary to improve efficiency (Rooftop initiatives in
particular, driving revenue)
