Frances Garcia
Kissimmee,FL
Summary
Hospitality and customer service professional, experienced in guiding guests through high-value transactions and upselling products/promotions. Skilled at building trust, active listening, and providing tailored solutions. Ready to leverage these skills to excel in high-ticket sales.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Cruise Specialist/ Group Cruise specialist
Norwegian Cruise Line Holdings Ltd
Kissimmee, FL
11.2021 - Current
- Handle multi-thousand-dollar reservations, upselling promotions, and personalized package options to maximize guest or travel partner satisfaction, and revenue.
- Actively listened to guests' or travel partners' needs, and provided tailored solutions, creating confidence in large financial decisions.
- Mitigated financial discrepancies, managing refunds, and collecting payments.
- Ensured compliance with company policies when dealing with customers' personal data.
- Provide information related to the cruise itinerary, mode of transportation, and air/hotel accommodation.
- Creating, modifying, or canceling reservations.
PBX Operator
Westgate Resorts
Kissimmee, FL
07.2021 - 10.2021
- Assisted timeshare owners and guests with professionalism and empathy, addressing questions, concerns, and special requests to ensure a seamless stay.
- Transferred calls to the correct departments or individuals in accordance with established procedures.
- Created reports detailing all incoming calls received during the day.
Lifeguard
Aimbridge Hospitality
Kissimmee, FL
09.2018 - 03.2020
- Monitored swimmers to ensure safety in the pool area, and responded quickly to potential hazards, demonstrating vigilance and attention to detail.
- Observed swimmers from elevated chairs while scanning the entire pool deck.
- Performed emergency rescues when necessary.
Food and Beverage Attendant
Fun Spot America
Kissimmee, FL
06.2017 - 08.2018
- Upsold menu items and promotions to increase revenue, while guiding guests toward choices that enhanced their experience.
- Assisted with inventory management, stocking food and beverage supplies to ensure smooth daily operations.
- Monitored food quality and presentation before serving to guests.
Education
High school diploma -
Liberty high school
Kissimmee, FL06.2018
Skills
- Multitasking in fast-paced environments
- Guest services and hospitality
- Conflict resolutions
- Observational skills
- Customer data compliance
- Itinerary planning
- Upselling and cross-selling
- Relationship building
- Active listening and communication
- Objection handling
- Payments and reservation management
- Client retention and satisfaction
- Call handling protocol
Certification
As a certified High Ticket Closer through Her Last Call sales academy, I specialize in converting qualified leads into clients for premium products and services.
Timeline
Cruise Specialist/ Group Cruise specialist
Norwegian Cruise Line Holdings Ltd
11.2021 - Current
PBX Operator
Westgate Resorts
07.2021 - 10.2021
Lifeguard
Aimbridge Hospitality
09.2018 - 03.2020
Food and Beverage Attendant
Fun Spot America
06.2017 - 08.2018
High school diploma -
Liberty high school
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