Yenisse Jailina Vargas Encarnacion
Hosteleria
Santo Domingo
Summary
Accomplished Front Desk Agent at Gaylord Opryland Resort & Convention Center, adept in guest relations, significantly enhanced customer loyalty through personalized service. Excelled in team building, achieving high guest satisfaction ratings, and efficiently managing reservations. Proven track record in improving occupancy rates and contributing to team success by exceeding performance targets.
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Front Desk Agent
Gaylord Opryland Resort & Convention Center
01.2024 - 12.2024
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
- Assisted in training new front desk agents, sharing best practices and procedures.
- Promoted hotel amenities and services to guests, enhancing their stay.
Group Reservations Specialist
Hard Rock Hotel & Casino Punta Cana
10.2016 - 11.2023
- Analyzed market trends and competitor offerings, adjusting pricing strategies accordingly to remain competitive within the industry.
- Handled complex billing arrangements for groups requiring customized payment plans or split invoices among attendees efficiently and accurately.
- Coordinated closely with event planners to facilitate seamless logistics for large groups staying at the hotel during events or conferences.
- Maintained up-to-date knowledge of hotel facilities, services, and local attractions to provide expert recommendations for groups.
- Established a positive working environment through effective teamwork, open communication, and a strong commitment to excellence within the group reservations department.
- Resolved various issues and discrepancies for customers.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Generated and reported performance metrics to management to inform decision-making.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
Education
No Degree -
Gaylord Opryland Resort & Convention Center
Nashville/ Tennesse 05.2001 -
No Degree - Contaduria
Universidad Autonoma De Santo Domingo (UASD)
Santo Domingo, Dominican Republic 05.2001 -
High School Diploma -
Centro Politecnico Militar San Miguel Arcangel
Santo Domingo, Dominican Republic 05.2001 -
Skills
Customer service
Front office support
Guest relations
Microsoft office
Team building
Time management
Reservations
Registration processing
Documentation
leer,tv shows
Me gusta leer para relajarme
Timeline
Front Desk Agent
Gaylord Opryland Resort & Convention Center
01.2024 - 12.2024
Group Reservations Specialist
Hard Rock Hotel & Casino Punta Cana
10.2016 - 11.2023
No Degree -
Gaylord Opryland Resort & Convention Center
05.2001 -
No Degree - Contaduria
Universidad Autonoma De Santo Domingo (UASD)
05.2001 -
High School Diploma -
Centro Politecnico Militar San Miguel Arcangel
05.2001 -
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