Elvaria Paula Tillett
Kissimmee,FL
Summary
- HOSPITALITY SERVICES MANAGEMENT To use my knowledge and skills in management in the hospitality industry to become an asset in my company and to my staff, also to achieve more knowledge in other aspects of the hospitality industry to further my career in the hospitality industry. Profile
- Extensive background in Hospitality industry management.
- Excellent communication skills; maintain positive relations with staff and customers in high-volume, fast-paced operations.
- Proven ability to work well under stressful environment, fantastic team working ability, and great multitasking skills.
Overview
23
23
years of professional experience
Work History
Rental Operations Supervisor
Wyndham Destinations
Orlando, FL
11.2016 - Current
- Create SOP's and training manual for Extra Holidays Operations team and provide training to new agents.
- Make sure that all tasks are being completed in order for operations to run smoothly.
- Work along with our accounting team to make sure that bad debt is collected as well as make sure that any refunds that were missed is being processed.
- Supervised and led employees to high performance levels when working with our vendors and properties.
- Determined and recommended methods to address improvement opportunities.
- Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele.
- Developed and executed plans to monitor standard process adherence.
- Worked with our Operations team in order to create a positive environment.
Reunion Resort
Reunion Resort
09.2008 - 01.2016
- Working alongside of management in order for a smooth operation on the overnight shift.
- Checking guest in and out and insuring that guest stay is flawless.
- Answering multiple phone lines and dispatch using both HotSoS and radios to Housekeeping and Engineering.
- Training new third shift employee and working with supervisors with formulating new ways of doing everyday tasks.
Guest Service Star Trainer
Gaylord Palms Resort and Convention Center
Kissimmee, FL
10.2006 - 09.2008
- In charge of training any and all new stars (employees) for the guest services front office position.
- Second in Command when assistant manager is not on duty.
- Assist Training department with bringing new training programs to the company.
- Checking in and out all convention and leisure-seeking guest.
- Helping all agents with daily problems or questions that they cannot answer for themselves.
- Making sure all end of shifts report is correct and all agents banks are correct and up to par.
- Trained in the reservation booking system.
Hospitality Services Supervisor
Sheraton Vistana Resort
Lake Buena Vista, FL
03.2004 - 06.2005
- In charge of daily operation of call center, making sure all calls (externally and internally) are answered in a timely manner and to company standards.
- In charge of taking care of all guest complaints and making sure guest is happy and receive a flawless experience with resort.
- Assisted manager and director in hiring process and any displinary actions when needed.
- Worked with co-supervisor to make sure call statistics meets company standards.
Manager On Duty
Celebrity Resorts
Kissimmee, FL
08.2000 - 03.2004
- In charge of daily operations of resort including front office, housekeeping and maintenance.
- In charge of taking care of all guest complaints and making sure guest is happy and receive a flawless experience with resort.
- Completed schedule and payroll for both front office and housekeeping on a weekly basis.
- In charge off all hiring for front office.
- Assisted front office manager at sister property on busy days when they needed a extra manager on staff.
- In charge of all displinary actions when needed.
- Making sure my staff is happy and content in company, which in turn always provided flawless service for our guests and co-worker alike.
Education
High School Diploma -
Haines City Senior High School
Haines City, FL05.2000
Clinical Psychology
Valencia College
Orlando, FLSkills
- Microsoft Word, Microsoft Excel, e-mail, Microsoft power point, and some specialized hotel program such as Trip, Ihotelier, RCC, Mainfrane, lodging management system, hotsos, and other well-known systems used in daily hotel operations
- Assistant manager
- Call center
- Front office
- Hiring
- Microsoft Excel
- Microsoft power point
- Microsoft Word
- Payroll
- Statistics
- Supervisor
- Phone
- Training programs
- Scheduling
Timeline
Rental Operations Supervisor
Wyndham Destinations
11.2016 - Current
Reunion Resort
Reunion Resort
09.2008 - 01.2016
Guest Service Star Trainer
Gaylord Palms Resort and Convention Center
10.2006 - 09.2008
Hospitality Services Supervisor
Sheraton Vistana Resort
03.2004 - 06.2005
Manager On Duty
Celebrity Resorts
08.2000 - 03.2004
High School Diploma -
Haines City Senior High School
Clinical Psychology
Valencia College
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