Julia Zelaya

• Provided training on the proper use of backup utilities and other tools used in system restoration efforts.

I. Customer Service & Interpersonal Skills:

• Empathy and Active Listening: The ability to truly understand and acknowledge the guest's feelings and frustrations, even if they are angry or upset. This involves listening attentively without interrupting and validating their experience.
• Excellent Communication (Verbal and Written):Clear and Concise Language: Articulating solutions and explanations in an easy-to-understand manner.
  Professional and Courteous Demeanor: Maintaining a calm and respectful tone, even in challenging situations.
  Sincere Apology: Offering genuine apologies that take ownership of the issue without making excuses or shifting blame.
  Follow-up: Ensuring that the guest's issue has been fully resolved and that they are satisfied.
  
• Problem-Solving: The ability to quickly assess a situation, identify the root cause of the problem, and develop effective solutions. This often involves thinking creatively and offering alternatives.
• Conflict Resolution: Skillfully de-escalating tense situations and finding mutually agreeable outcomes.
• Patience and Composure: Remaining calm and patient when dealing with frustrated or emotional guests.
• Ownership and Accountability: Taking responsibility for the guest's issue and seeing it through to resolution, empowering themselves to make decisions rather than passing the buck.
• Customer Focus: A genuine desire to meet and exceed guest expectations, even after a service failure.

II. Analytical & Technical Skills:

• Data Analysis: The ability to collect, interpret, and analyze data related to guest feedback, complaints, and service failures. This helps identify trends, recurring issues, and areas for improvement.
• Critical Thinking: Evaluating information objectively to make sound judgments and decisions.
• Problem Identification: Going beyond the surface of a complaint to uncover underlying systemic issues.
• Reporting and Documentation: Accurately documenting guest interactions, resolutions, and trends to inform future strategies and improvements.
• Proficiency with Software: Familiarity with customer relationship management (CRM) systems, feedback platforms, data analysis tools (like Microsoft Excel), and other relevant software.
• Process Improvement: Identifying inefficiencies or gaps in existing processes that contribute to guest dissatisfaction and suggesting improvements.

III. Other Important Skills:

• Organizational Skills: Managing multiple cases, prioritizing tasks, and ensuring timely follow-up.
• Time Management: Efficiently handling guest recovery situations to minimize wait times and maximize resolution speed.
• Adaptability and Flexibility: Adjusting to different guest personalities and unexpected situations.
• Proactiveness: Anticipating potential issues and taking steps to prevent them before they escalate into complaints.
• Understanding of Business Operations: Knowledge of the company's products, services, and operational procedures to effectively address guest concerns.
• Tested newly developed software applications designed for use in disaster recovery scenarios.
• Evaluated current policies related to disaster preparedness and recommended changes as needed.
• Assessed existing infrastructure setup to identify areas where improvements could be made in order to reduce downtime due to outages or crashes.
• Reviewed and updated customer data in order to improve recovery processes.

I. Leadership & Management Skills:

• Team Leadership and Motivation: The ability to inspire, motivate, and guide a team of guest service agents. This includes setting clear expectations, providing constructive feedback, recognizing achievements, and fostering a positive work environment.
• Training and Development: Identifying training needs, onboarding new hires, coaching existing staff, and providing ongoing professional development to enhance their skills and knowledge.
• Performance Management: Monitoring individual and team performance, setting measurable goals (e.g., customer satisfaction scores, response times), and conducting performance reviews.
• Delegation: Effectively assigning tasks and responsibilities to team members based on their strengths and capabilities.
• Conflict Resolution (Internal): Skillfully mediating disagreements or disputes within the team to maintain a harmonious and productive work environment.
• Scheduling and Resource Management: Creating efficient schedules, managing staffing levels, and allocating resources to ensure smooth operations and optimal guest coverage.
• Decision-Making: Making sound and timely decisions, especially in fast-paced or challenging situations, considering both guest satisfaction and operational efficiency.
• Accountability: Taking ownership of team performance and overall guest satisfaction.

II. Customer Service & Interpersonal Skills:

• Exceptional Customer Service: Possessing a deep understanding of customer service principles and demonstrating a consistent commitment to exceeding guest expectations. This includes a customer-centric mindset.
• Problem-Solving & Conflict Resolution (External): Effectively addressing and resolving escalated guest complaints and issues with professionalism, empathy, and efficiency. This often involves thorough research and creative solutions.
• Empathy and Active Listening: The ability to genuinely understand and acknowledge guests' feelings and concerns, even when they are upset. Listening attentively to get to the root of the issue.
• Clear and Effective Communication:Verbal: Speaking clearly, confidently, and professionally with guests and team members.
  Written: Composing clear, concise, and professional emails, reports, and internal communications.
  
• Patience and Composure: Remaining calm, collected, and professional when dealing with demanding or frustrated guests and in high-pressure situations.
• Adaptability and Flexibility: Adjusting to changing guest needs, unexpected situations, and fluctuating operational demands.
• Proactiveness: Anticipating potential issues and taking preventative measures to avoid guest dissatisfaction.

III. Operational & Technical Skills:

• Product/Service Knowledge: A comprehensive understanding of the company's offerings, policies, procedures, and any relevant systems or tools.
• Organizational Skills: Meticulously managing multiple tasks, schedules, and administrative duties to maintain order and efficiency.
• Time Management: Prioritizing tasks and managing time effectively to ensure that both guest needs and operational goals are met.
• Computer Proficiency: Familiarity with relevant software, including:CRM (Customer Relationship Management) systems: For managing guest profiles, interactions, and feedback.
  Property Management Systems (PMS) or equivalent: For check-ins, check-outs, reservations, and guest requests in hospitality settings.
  Microsoft Office Suite (Word, Excel, Outlook): For documentation, reporting, and communication.
  Ticketing systems: For tracking and managing guest inquiries and complaints.
  
• Data Analysis (Basic): The ability to review basic performance metrics (e.g., customer satisfaction scores, resolution times) to identify trends and areas for improvement.
• Process Improvement: Identifying inefficiencies in guest service processes and suggesting solutions to enhance the guest experience and operational flow.
• Cash Handling & Financial Reconciliation (if applicable): For roles that involve front desk operations or sales, ensuring accurate cash management and daily financial reporting.