Desiree Yancy
Las Vegas
Summary
Hardworking team-player with expertise completing various clerical tasks with exceptional customer service. Responsible, punctual and productive professional when working with little to no supervision.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Guest Relations Coordinator
Marriott Vacations Club
06.2021 - Current
- Enhanced guest satisfaction by promptly addressing discrepancies or concerns regarding guest promotional vacation package reservation and sales presentation.
- Delivered exceptional service by anticipating guests needs before they arose, creating seamless experiences prior to check-in and through departure.
- Trained new team members on company policies and guest relations best practices, ensuring consistent service quality.
- Organized concierge services for guests seeking assistance with transportation arrangements, restaurant recommendations, or event tickets.
Sales and Marketing Coordinator
Marriott Vacations Club
10.2018 - 06.2020
- Report to the Director of Sales managing daily tasks, including new hire interview scheduling and organizing documents for onboarding.
- Maintained the Directors weekly schedule. Coordinated team meetings, employee recognition awards, and special event setup.
- Handled department expense reporting and invoicing.
- Assist employees in accurate timekeeping and hourly timesheet review.
- Managed office supplies and paper collateral by placing purchase orders to maintain adequate stock levels and restocking supplies
- Ensured all Real Estate Licensing are current and updated for each required licensed employee. Assisted in transferring of licensing for new hires and past employees.
- Assisted in registration of guests attending sales preview.
- Oversaw payroll processing, maintaining accuracy while ensuring timely payments to all employees.
Customer Care Specialist
Marriott Vacations Club
09.2016 - 10.2018
- Provide excellent customer service to owners and guests checking in for Sales Presentation
- Set up and ensure guest snack and beverage station are stocked while maintaining welcome reception cleanliness
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Responsible for uploading and tracking booked sales presentations into company database
- Confirmed, issued and tracked tour gifting premium and kept balanced logs
- Generated end of day audit reports of tour presentations and premiums
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
Lead Sales Gallery Associate
Hilton Grand Vacation Club
06.2010 - 09.2016
- Responsible for scheduling and training sales gallery staff while implementing company safety and workplace standards
- Assisted management with employee performance and productivity review
- Created and help conduct monthly sales gallery meetings to maximize sales gallery efficiency
- Kept detailed track of sales and customer information using company, Software continuously updating data to maintain accuracy.
- Generated monthly sales reports and uploaded into company database for accurate sales line rotation assignment
- Provide customer service to existing owners and Guest for their sales presentation. Routed incoming calls to appropriate departments
- Ensure daily end of day audit closing reports are balanced and reported to Accounting
- Maintained office supplies and ordering new supplies as needed.
Contracts Processor
Hilton Grand Vacations
08.2007 - 06.2010
- Generated and prepared daily contract sales closing documents timely and accurately
- Ensured all potential buyers as well as owners personal information is protected by following company guidelines
- Research and generate potential buyer credit score reports from Experian to ensure credit purchase worthiness
- Obtained credit card authorizations for all sales and monthly contracts purchase balances
- Confirmed all available sales inventory with corporate daily
- Ensured all required sales closing documentation as well as client identification is signed and scanned into owner file
- Worked closely with quality assurance managers to obtain necessary documents to complete closing of outstanding contract
Front Office Supervisor
Shell Vacations Club
06.2000 - 08.2007
- Assisted management with employee performance review and implemented incentives and team-building events to boost morale.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Supervised and trained new and current employees on job duties and responded quickly to questions, which improved understanding of job responsibilities.
- Maintained efficient guest reception experience upon check in and out of resort while ensuring guest lobby cleanliness
- Responded and resolved quickly to guest complaints in a friendly and professional matter. Followed up to ensure guest satisfaction
- Handled and maintained office supply ordering as well as equipment maintenance.
- Ensure daily night audit spreadsheet is balanced and accurate
- Achieved to make reservations for current Vacation Ownership clients transferring of week to exchange
- Collaborated with housekeeping and maintenance teams to ensure room availability and request. While ensuring quality standards were met.
Education
Some College (No Degree) - Business Administration And Management
Hilo Community College
Hilo, HISkills
- Microsoft Office and Word Proficient
- Detail and Time Management Oriented
- Hard Work Ethic and Dependable
- Adaptable
- Strong Customer Service Skills
- Complaint handling
- Guest satisfaction focus
Certification
- Former Certified Notary Public, Hilton Grand Vacations, 2007-2011
Timeline
Guest Relations Coordinator
Marriott Vacations Club
06.2021 - Current
Sales and Marketing Coordinator
Marriott Vacations Club
10.2018 - 06.2020
Customer Care Specialist
Marriott Vacations Club
09.2016 - 10.2018
Lead Sales Gallery Associate
Hilton Grand Vacation Club
06.2010 - 09.2016
Contracts Processor
Hilton Grand Vacations
08.2007 - 06.2010
Front Office Supervisor
Shell Vacations Club
06.2000 - 08.2007
Some College (No Degree) - Business Administration And Management
Hilo Community College
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