Jlyn Espinosa
Las Vegas,NV
Summary
Customer-focused hospitality professional adept at managing high-volume reservation requests through various channels. Expertise in resolving guest inquiries, coordinating accommodations, and maintaining accurate records. Strong organizational and communication skills contribute to consistently exceptional guest experiences.
Overview
16
16
years of professional experience
Work History
Head Reservations Agent
Sheraton Kauai Coconut Beach Resort
Kapaa, HI
10.2019 - Current
- Manage incoming reservation requests through phone, email, and online booking channels.
- Assist guests with room availability, rates, packages, and special requests.
- Accurately process new reservations, modifications, and cancellations.
- Provide excellent customer service by resolving guest inquiries and concerns professionally.
- Promote hotel amenities and upsell room upgrades when appropriate.
- Maintain accurate guest records using property management systems.
Reservations Agent
Courtyard by Marriott Kauai at Coconut Beach
Kapaa, HI
11.2010 - 10.2019
- Manage incoming reservation requests through phone, email, and online booking channels.
- Assist guests with room availability, rates, packages, and special requests.
- Accurately process new reservations, modifications, and cancellations.
- Provide excellent customer service by resolving guest inquiries and concerns professionally.
- Promote hotel amenities and upsell room upgrades when appropriate.
- Maintain accurate guest records using property management systems.
Education
High School Diploma -
Kapaa High School
Kapaa, HIAssociate Degree - Office Administration & Technology
Kauai Community College
Lihue, HISkills
- Hotel & Resort Reservations
- Guest Relations & Customer Service
- Reservation Management Systems (Opera, Marsha)
- Phone & Email Communication
- Booking Modifications & Cancellations
- Upselling Rooms & Packages
- Problem Resolution
- Data Entry & Record Management
- Time Management
- Team Collaboration
Timeline
Head Reservations Agent
Sheraton Kauai Coconut Beach Resort
10.2019 - Current
Reservations Agent
Courtyard by Marriott Kauai at Coconut Beach
11.2010 - 10.2019
High School Diploma -
Kapaa High School
Associate Degree - Office Administration & Technology
Kauai Community College