Carolina Ayala Pagán
Winter Haven
Summary
Guest experience professional with 6+ years of experience supporting high-volume operations in hospitality, theme park, and call center environments. Proven ability to manage schedules, coordinate daily administrative tasks, prepare reports, handle confidential information, support leadership teams, and deliver exceptional guest and Cast Member service.
Overview
5
5
years of professional experience
Work History
Guest Excellence Advisor
Legoland Florida
Winter Haven
04.2025 - Current
- Manage high-volume inbound calls assisting guests with reservations, tickets, and vacation packages.
- Provide email and messaging support while resolving escalated concerns professionally.
- Prepare daily reports, update guest records, and maintain accurate booking information.
- Support operational goals through organization, communication, and service recovery.
- Assist guests with website, mobile app, and technical troubleshooting.
Resort Sales Agent
Walt Disney World
Orlando
04.2022 - 08.2024
- Managed large-scale inbound call operations, booking resort stays, tickets, and vacation packages.
- Consistently achieved sales metrics and performance goals using consultative sales techniques.
- Supported sales goals by offering package enhancements and upsell opportunities, increasing revenue while maintaining guest satisfaction.
- Managed and processed SBC, À la Carte, and other special service app/ programs.
- Assisted guests with website navigation, mobile app support and Technical issue resolution.
Concierge
Walt Disney Dolphin
Lake Buena Vista
08.2021 - 03.2022
- Supported front desk and concierge operations in a fast-paced resort environment.
- Assisted with check-ins/check-outs using Opera PMS.
- Prepared reports and maintained accurate guest records for management.
- Coordinated transportation, dining, and guest activities.
- Trained new team members on service standards.
Front Desk Agent
Westgate River Ranch
Lake Wales
04.2021 - 08.2021
- Handled guest check-ins and check-outs, ensuring smooth service.
- Assisted guests with maintenance requests and inquiries via phone.
- Trained new employees on guest relations and service standards.
- Answered guest inquiries via phone and assisted with reservations.
- Managed daily reports and documentation for operational efficiency.
Education
Bachelor’s Degree - Hotel & Restaurant Management
Interamerican University
AguadillaSkills
- Guest Experience & Service Recovery
- Reservations & Booking Support
- ECommerce / Online Guest Assistance
- Phone, Email & Chat Support
- Sales & Upselling Techniques
- Team Training & Coaching
- Administrative Coordination
- Calendar & Schedule Support
- Data Entry & Administrative Support
- Opera PMS
- SBC
- À La Carte
- Microsoft Office (Excel, Word, Outlook)
Languages
English
Full Professional
A1
Spanish
Full Professional
A1
References
- Maybet Layne, (863) 325-6057
- James Bode, james.bode@merlinentertainmets.biz
Timeline
Guest Excellence Advisor
Legoland Florida
04.2025 - Current
Resort Sales Agent
Walt Disney World
04.2022 - 08.2024
Concierge
Walt Disney Dolphin
08.2021 - 03.2022
Front Desk Agent
Westgate River Ranch
04.2021 - 08.2021
Bachelor’s Degree - Hotel & Restaurant Management
Interamerican University