Javier Gallardo
Orlando,FL
Summary
Dynamic guest service representative and sales associate specializing in hospitality. Committed to providing high-standard customer service to enhance the guest experience and drive profitability. Skilled in leadership tasks to achieve company goals and foster a positive work environment. Proficient in fulfilling operational needs, identifying areas for improvement, providing comprehensive training to new employees, and continuously seeking personal growth to facilitate a diverse workspace.
Overview
4
4
years of professional experience
Work History
Front Office • Front Desk Trainer
Universal’s Endless Summer Resort - Dockside Inn and Suites
Orlando, FL
03.2023 - Current
- Established a coordinated, seamless, hospitable reception.
- Affirmed each guest's billing information was set up correctly in accordance to hotel cashier/credit procedures.
- Kept track of room inventory, such as early departures or rooms that were out of service.
- Frequently coordinated with housekeeping to satisfy all requests.
- Trained new front desk agents by evaluating improvement, provided constructive feedback, and gave additional support.
- Became Team Member of the month for October by enhancing productivity at the front desk.
Guest Contact Center • Sales Agent
Universal Orlando Resort
Orlando, FL
06.2021 - 01.2023
- First point of contact for guests that called to book theme park admission tickets and hotel reservations.
- Maintained quality assurance expectations and standards based on specific criteria.
- Maintained an average of 5 minutes for each call and completing an average of 35 calls daily.
- Maintained monthly sales average of $40,000 in admission ticket/hotel reservation sales.
- Achieved Top Performer for the month of September of 2022 for providing a feedback survey rate above 90%.
- Increased profit of more than $300 million for admission ticket and hotel reservation sales for the year of 2022.
Education
High School Diploma -
Oak Ridge High School
06.2018
Skills
- Proficient with computer programs, such as all Microsoft programs, Desktop by Trisept Solutions, Galaxy Ticketing Systems, Windsurfer, Opera, HOTSOS, Kipsu, and Alliants
- Spanish speaker
- Sale techniques to secure each sale
- Performing proper escalation procedures when addressing guest concerns
- Working closely with other employees to promote and sell products/services
- Ability to perform repetitious activities and multi-task to do what needs to be done
Timeline
Front Office • Front Desk Trainer
Universal’s Endless Summer Resort - Dockside Inn and Suites
03.2023 - Current
Guest Contact Center • Sales Agent
Universal Orlando Resort
06.2021 - 01.2023
High School Diploma -
Oak Ridge High School