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Jenco Bourne
Guest Experience Specilist
Miami,FL
Work Preference
Summary
Dynamic service professional dedicated to enhancing guest experiences through personalized support and effective problem resolution. Proven success in driving revenue via consultative sales and fostering strong relationships by actively listening to customer needs. Recognized for collaboration with cross-functional teams to streamline operations and elevate service quality.
Overview
10
10
years of professional experience
Work History
Guest Services Specialist / Front Desk
Hilton Garden Inn / Home2 Suites
Orlando, USA
01.2025 - 09.2025
- Delivered personalized, high-touch service by actively listening and identifying guest needs
- Processed reservations, payments, and room assignments with precision using Hilton OnQ systems, enhancing operational efficiency
- Educated guests on loyalty programs and service upgrades, increasing engagement and revenue
- Resolved service and billing issues promptly while upholding brand standards, ensuring guest satisfaction
- Collaborated with housekeeping and maintenance teams to coordinate services, facilitating seamless guest experiences
Guest Service Specialist - Escalations
The Walt Disney Company
Lake Buena Vista, USA
02.2018 - 07.2024
- Resolved complex service and technical account issues for guests in fast-paced environment
- Built trust through empathetic communication and effective problem resolution
- Collaborated with cross-functional teams to streamline workflows and minimize repeat escalations
- Provided IT and system support while meeting strict quality and performance metrics
- Increased sales through consultative recommendations tailored to guest needs
Referral & Scheduling Specialist
Advent Health Medical Group
Orlando, USA
03.2020 - 07.2021
- Coordinated patient scheduling and referrals, ensuring accuracy and confidentiality for improved access to care
- Partnered with clinical teams to facilitate timely care and follow-up appointments
- Delivered clear, compassionate guidance to enhance patient understanding and experience
Night Auditor / Overnight Manager
America's Best Value Inn
Cocoa, USA
03.2016 - 04.2021
- Conducted nightly financial audits with strong attention to detail and accuracy
- Managed overnight operations, ensuring consistent, customer-focused service that enhanced guest satisfaction
- Resolved guest concerns and operational issues independently, facilitating positive guest experiences
- Coordinated with teams for readiness, ensuring smooth daily transitions and operational continuity
Education
GED -
Brevard Adult Education Center
Rockledge, FL 08-2013
Some College (No Degree) - Computer Science
Merit America
Virtual 05-2026
Skills
- Guest check-in process
- Customer service excellence
- Customer experience enhancement
- Inquiry resolution
- Support and retention strategies
- Complaint handling
- Problem resolution
- Call management
- Communication excellence
- Team collaboration
- Cross-functional teamwork
- CRM tools proficiency (Salesforce)
- Tech-savvy skills
- Conflict resolution techniques
- Google Workspace proficiency
- Attention to detail
- Data privacy and accuracy
- Problem-solving abilities
- Client management strategies
- Sales support expertise
Languages
English
Full Professional
American Sign Language
Full Professional
Timeline
Guest Services Specialist / Front Desk
Hilton Garden Inn / Home2 Suites
01.2025 - 09.2025
Referral & Scheduling Specialist
Advent Health Medical Group
03.2020 - 07.2021
Guest Service Specialist - Escalations
The Walt Disney Company
02.2018 - 07.2024
Night Auditor / Overnight Manager
America's Best Value Inn
03.2016 - 04.2021
GED -
Brevard Adult Education Center
Some College (No Degree) - Computer Science
Merit America