Service Coordinator

• Mar 2020 - Present

Assistant Housekeeping Manager

• Dec 2017 - Present

• Supervises a team of 300+ housekeepers.• Upholds all employees to Marriott and Gaylord standards of service through inspections, providing the team with proper supplies and providing feedback to employees.• Hold morning meeting for housekeepers to stay informed on safety issues, hotel business levels and service focuses.• Assists in managing linen inventory monthly.• Knowledgeable of union rulings as they apply to the housekeeper’s rights during their shift.• Efficiently manage the daily quota of clean rooms needed to be cleaned.• Frequent use of Excel, Atlas, Empower, Peddle, OneNote to effectively document daily occurrences and figures.• Establish and maintain internal and external liaison relationships.• Internal administrative written documents, policies, procedures and/or guidelines• Collaborate with other departments including front desk, engineering, celebrity services, etc. to offer our guests the best possible stay.

Call Center Representative Customer Care

• Jul 2012 - Present

 Handle a large volume of calls, screen calls, forward calls to the appropriate persons or department; assists callers with product / service questions; aims to resolve issues / complaints. Fax, scan and e-mail staff and guest correspondence.  Use excellent interpersonal communication and conflict resolution skills. Receive and refer telephone calls and visitors. Obtain background before referring calls to the supervisor. Provide concierge service when assisting guest to book restaurant and transportation reservations.  File and apply credit card authorizations and other confidential documents. Initiated information center for manuals and schematics.  Input and track all hotel maintenance, housekeeping, bell service, and security calls by communicating through Hotel Services Optimization System. Track hotel surveys and meet with the department on what improvements need to be addressed. Answer emails in a timely manner to complete any request from various departments. Prepare reports by collecting, analyzing and summarizing information relative to providing quality customer service.

Real Estate Agent

• Mar 2017 - Present

Facilitate real estate translations for clients.

Administrative Assistant

• Mar 2010 - Jul 2012

-Manage Owner complex and frequently changing travel arrangements and coordinate pre-planning of trips.-Oversee receptionist area, including greeting visitors and responding to telephone and in-person requests for information.-Handle all media and public relations inquiries.-Coordinate inventory orders, office supplies, and travel arrangements for production staff.-Screen resumes submitted to company and post openings to job boards.-Greet numerous visitors, including VIPs, vendors, and interview candidates.-Maintained an internal client filing system.

Dispatch/Communications Operator

• Apr 2010 - Mar 2012

 Dispatched radio calls to 50+ units a day by using the correct verbiage and safety codes. Operated a massive data software program to track and keep record of rides down time and wait time.  Multitasked by manually tracking every outside call into a log. Identifies and recommends solutions on operating issues that can potentially impact the delivery of service to customers, by staff within the Customer Service Call Centers, Billing, Metering, and Collections. Maintained compliance with weather, safety, emergencies and events. Created daily informational safety spiels and announced them on all channels of the park.