Experience

Kansas Department of Revenue

• United States
• Government Administration
• 1 - 100 Employee

• Program Consultant

  • Aug 2021 - Present



Hilton Orlando Buena Vista Palace

• Lake Buena Vista, Florida, United States

• Reservations Manager

  • Apr 2009 - Aug 2021

  In my capacity, I effectuate leadership and decision-making in directing the Reservations team to ensure that staff are working in a professional manner and in compliance with the company’s policies, procedures, and strategic plans while providing exceptional customer service. I also showcase my proficiency in Microsoft Office Software, including the daily use of Excel tools (macros and pivot tables) and templates in confirming and planning accommodations for group and transient guests. As a Reservations Manager, I successfully exceed market matrix and property goals through constant team encouragement and an efficient work environment. I liaise with various Group Meeting Planners and employ networking skills to build robust and long-term business relationships. Besides that, I work proactively with the internal team to ensure clear communications of guests’ and clients’ needs to achieve 100% guest satisfaction. I played an integral role in coaching staff on effective prospective and leadership development strategies. Furthermore, I cultivated a center of service excellence by serving as the Department Trainer and overseeing the training for Central Reservations. Lastly, I competently deliver informative and comprehensive PowerPoint presentations regarding the learning details of the property



Nickelodeon Family Suites

• Orlando, Florida, United States

• Front Office Supervisor

  • Mar 2005 - Apr 2009

  Having served as a Front Office Supervisor, I consistently delivered top-notch administrative and supervisory work in accommodating the guest service areas of the resort’s property. I carried out a leadership role in managing the daily workload of 15+ Front Office Staff and governing the daily shift process. I have the essential capacity to conduct the training and orientation for the Front Office Team’s new hires and enforce team-driven skills and best practices. In this role, I demonstrated my strong customer service skills with the ability to diffuse difficult situations by approaching guests to ensure their enjoyment, including resolving any guest complaint and handling requests immediately. I exemplified high quality of work, accuracy, and acceptable productivity standards to achieve daily and monthly resort objectives. Also, I checked guests in and out and handled accounting and bookkeeping functions while managing appointments of every customer.



Ferries of the Carribean

• San Juan, Puerto Rico

• Customer Service Specialist

  • Jun 2003 - Mar 2005

  At Ferries Of The Caribbean, I optimized workplace productivity and operational proficiency by effectively coordinating travel accommodations and itineraries for customers, arranging for airfare as well as hotel and rental car reservations, and providing customers with the best deals and well-researched travel options. During my tenure, I was accounted for booking travel reservations and travel packages in a courteous and efficient manner while focusing on maximizing revenue. In addition, I interfaced with customers on a daily basis, responded to any question, and offered guidance on booking their best travel experience. I also resolved scheduling conflicts and other issues as they came up and handled complaints, cancelations, and refunds. On top of that, I advised customers on destination options, including the pros and cons, while determining their travel needs, budgets, and preferences.