Vilmarie Gonzalez

Technical Support Specialist at Immersion Hospitality
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Contact Information
us****@****om
(386) 825-5501
Location
Rochester, Minnesota, United States, US
Languages
  • English Native or bilingual proficiency
  • Spanish Native or bilingual proficiency
Skills

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Bio

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Credentials

  • Certified Front Desk Trainer
    CNIC Navy Lodging Program
    Oct, 2016
    - Nov, 2024
  • Housekeeping Certified
    CNIC Navy Lodging Program
    Sep, 2016
    - Nov, 2024
  • Certified Front Desk Associate
    CNIC Navy Lodging Program
  • Certified Hospitality Supervisor
    American Hotel & Lodging Association

Experience

  • Immersion Hospitality
    • Hospitality
    • 1 - 100 Employee
    • Technical Support Specialist
      • May 2018 - Present

      Provide outstanding customer service and outstanding customer support. Provide technical support and knowledgable support to our customers. Provide knowlegable training to customers per request. Provide support to over 125 Navy hotel properties and their departments on the Naval Base.Provide technical support for Point of Sale systems and other softwares like Epitome PMS, RECTRAC, WebTRAC, CYMS and more. Provide internal support for managements within the Command Navy Installation Command (CNIC). Work with a team of 8 other individuals and provide team work and support. Answer 40+ phone calls a day. Escalate issues to the appropraite department and create support tickets for each call.

  • Handivan
    • Dispatcher
      • Jan 2018 - Jun 2021

      Assists customers via telephone. Communicate with medical insurance, care centers, hospitals and other medical organizations. Handle heavy flow of paperwork from insurance companies. Manage customer calls effectively and efficiently in a complex fast-paced dispatching environment. Assign work vehicles and onboard equipment to drivers to ensure the most efficient delivery schedule. Schedule drivers itinerary to ensure timely pick-up and deliver of customers while following safety and company regulations. Scheduling over 12+ drivers and 10+ cities in the state of Minnesota, Wisconsin and Iowa.

  • Navy Gateway Inns & Suites
    • Front Desk Supervisor
      • Jan 2016 - Aug 2017

      Ensures security measures are maintained at all times. Ensures guest privacy is maintained at all times. Must possess a welcoming manner and positive attitude; demonstrate effective communication skills; professionally interact with guests; answering guest questions. Provides assistance in handling customer complaints, involving management as necessary. Supervises 4 or more front desk associates. Responsible to train, instruct, schedule and supervise personnel assigned to the Front Desk both in a formal training setting and on the job training. Assists the General Manager with planning and scheduling ongoing production oriented work for all front desk personnel on a daily, weekly, monthly, and quarterly basis. Participates in hiring front desk staff, and counsels staff and approves leave requests, and recommends performance awards. Ensures the front desk operates in accordance with established instructions and procedures. Performs all front desk related duties. Acts as the resident expert regarding the Hotel's Property Management System (PMS), WebView, key card system and CORE inventory management system. Utilizes the PMS to access guest information, retrieve reservation information. Verifies the registration information, secures a credit card for incidental expenses and authorizes the credit card for room charges. Resolves administrative problems, routine operational issues, and complaints related to front desk operations. Provides recommended solutions and draft procedures for review and implementation to higher management. Oversees the front desk change fund and coordinates cash audits quarterly. Responsible for the accountability of all keys and any other inventory maintained at the front desk.

    • Groups Coordinator
      • Apr 2014 - Jan 2016

      Responsible for greeting and registering the guest, providing outstanding guest service during their stay. Maintain a positive and upbeat personality with a desire to deliver outstanding customer service to our guests. Possess the ability to multi-task, be detail-oriented, and able to problem solve in order to effectively deal with internal and external customers.Responisible for reserving group reservation for 10+ personnel in a group blocking. Actively coordinating 3 different location and 5 room types for each group blocking. Organize group reservation by day and night sleeper, gender and paygrade. Largest group reserved was for 500+ personnel. Modify reservations per request.Reconcile and pay all approved expenditures for groups who stayed with Navy Gateway Inns and Suites, and ensure all expenses are paid in a timely manner. Monitor and correct all potential accounting errors while maintaining within federal law procedures. Supervise accounting analysis within EPITOME and report functions to maintain execution control. Verify accounting records and implement principles of accounting and double entry bookkeeping. Analyze, research, and correct accounting errors and clear out current and expired funds within the allotted timeframe guidelines stated in the SOP.

    • Front Desk Lead
      • Mar 2012 - Jan 2016

      Lead 4 or more associates, Groups Coordinator and Night Auditor in the daily operations of the Front Desk, reservations and guest services. Act as Front Desk Office Manager during his absence. Endorsed leave request and input to work schedule. Train and monitor to ensure associates provide a welcoming manner and positive attitude, demonstrates effective communication skills, professionally interfaces with guests, answers guest questions concerning hotel facilities and provides information about local attractions. Provide training and assistance in how to handle customer complaints. Serves as point of contact for resolving administrative problems. Utilize Property Management System (Epitome) and WebView. Processed Daily Activity Report ( DAR's). Coordinated and leaded the group reservation position.

    • Front Desk Associate
      • Aug 2010 - Mar 2012

      Front Desk operations and reservations including handling payment. Providing outstanding customer service to our guest. Handling guest check ins and check outs.

  • Vacation Village
    • Thailand
    • Hospitality
    • 1 - 100 Employee
    • Activities Rep
      • Jan 2008 - Jul 2010

      Responsible to create, peform, organize and schedule activities for guests. Maintain a positive and energetic personality for all guest and to deliver excellent customer service. Responsible to create, peform, organize and schedule activities for guests. Maintain a positive and energetic personality for all guest and to deliver excellent customer service.

Education

  • Professional Health Academy
    Certified Nursing Assistant
    2008 - 2008
  • Ridge Community High School
    High School Diploma
    2006 - 2007

Community

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