Jazmin Quiles
Orlando
Summary
With a strong background in team leadership at Hilton Hotel & Resorts, I excel in service excellence and effective communication, significantly improving guest satisfaction and operations. My skills in team management and process optimization in fast-paced environments are valuable assets I aim to bring to healthcare, ready to inspire and develop staff while driving service improvements. I'm eager to leverage my hospitality expertise in a dynamic and challenging healthcare role.
Overview
5
5
years of professional experience
Work History
Complex Events Admin
Hilton Hotel & Resorts
03.2024 - Current
- Continuously sought opportunities for personal growth within my role while inspiring those around me to do likewise.
- Provided ongoing support and guidance for team members throughout their tenure at the company.
- Oversaw daily operations, ensuring smooth workflow and timely completion of tasks.
- Maintained accurate records on operational data, using this information to inform decision-making processes going forward.
- Acted as a liaison between upper management and staff members, facilitating open lines of communication at all times.
- Coordinated with other department heads to optimize overall operations across the organization.
Group Rooms Coordinator
Hilton Hotel & Resorts
06.2023 - 03.2024
- Provided exceptional customer service throughout the entire reservation process, from initial inquiry to post-stay follow-up.
- Assisted in training new team members on group reservations procedures and best practices.
- Managed rooming lists and processed any changes or cancellations, keeping all relevant parties informed.
- Analyzed historical data to identify trends in group bookings for informed decision-making on future promotions and strategies.
- Enhanced guest satisfaction by effectively managing all aspects of group reservations.
- Assisted in creating customized packages for special events and group bookings, resulting in higher overall sales.
- Coordinated room assignments for large groups, ensuring a seamless check-in experience for guests.
- Implemented new systems and processes to streamline tasks related to managing group reservations, improving overall productivity.
Front Desk Guest Service Agent
Hilton Hotel & Resorts
08.2022 - 06.2023
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
Reservation Agent
JetBlue
03.2022 - 08.2022
- Provided high level of customer service through active listening and effective interpersonal skills.
- Managed online booking inquiries, assisting guests and travel partners throughout the booking cycle.
- Developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Enhanced customer satisfaction by efficiently processing airline reservations and ticket purchases.
- Delivered exceptional service under pressure, maintaining composure during peak hours or difficult situations involving flight delays or cancellations.
Call Center Representative
Fortuna BMC
09.2021 - 02.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Increased member retention through exceptional customer service during stressful situations.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Helped tenants and landlords with applications and documents
- Provided callers with resources and information to best assist them
Front Desk Lead
Stay Sky Suites
11.2019 - 10.2021
- Maintained a high level of professionalism with guests, ensuring their needs were met in a timely manner.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
- Improved guest loyalty by identifying opportunities for upselling services during the reservation process and at check-in/check-out stages.
- Managed high call volume and email inquiries, efficiently addressing guest concerns and providing accurate information.
- Trained new front desk staff members, fostering a team environment and ensuring consistent service quality.
- Collaborated with other departments to provide seamless coordination for guest services, such as transportation arrangements or special requests.
Education
High School Diploma -
Poinciana High School
Kissimmee, FLSkills
- Effective Team Leadership
- Service Excellence
- Exceptional communication
- Initiative-taking
- Strategic Solution Development
- Staff training and development
Accomplishments
- Developed a comprehensive front desk training guide to streamline the onboarding process for new hires.
- Created an events administration training manual to ensure effective and consistent training for new staff.
Timeline
Complex Events Admin
Hilton Hotel & Resorts
03.2024 - Current
Group Rooms Coordinator
Hilton Hotel & Resorts
06.2023 - 03.2024
Front Desk Guest Service Agent
Hilton Hotel & Resorts
08.2022 - 06.2023
Reservation Agent
JetBlue
03.2022 - 08.2022
Call Center Representative
Fortuna BMC
09.2021 - 02.2022
Front Desk Lead
Stay Sky Suites
11.2019 - 10.2021
High School Diploma -
Poinciana High School
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