Kayla Dennissa Zapata

• Manage corporate and group reservations for three hotel properties (Holiday Inn Carlsbad, Staybridge Suites Carlsbad and West Inn & Suites) serving as the primary point of contact for clients from contract execution through post-event billing.
• Manage master billing, credit card authorizations, direct billing, attrition calculations, and final invoicing for corporate and group accounts.
• Calculated and processed rebates and commissions for groups, ensuring timely delivery to enhance client satisfaction.
• Monitor group pickup, rooming lists, and reservation activity while communicating proactively with clients regarding deadlines, cut-off dates, and room availability.
• Utilized Opera PMS (Holiday Inn & Staybridge Suites) and SkyTouch PMS (West Inn & Suites) to manage reservations, group room blocks, billing, rooming lists, and reservations.
• Coordinated with sports tournaments, government contractors, and corporate groups
• Served as liaison between Sales, Front Desk, Housekeeping, and clients to resolve reservation, billing, and operational issues.
• Drafted professional client correspondence and cultivated long-term relationships that contributed to repeat business.

Connected patients with appropriate medical staff across five locations, enhancing access to care.

• Managed a high volume of inbound calls for five medical office locations (Carlsbad, Escondido, La Jolla, Poway, and Temecula), providing courteous and professional service to patients.
• Assisted patients with inquiries and call direction while maintaining a calm and compassionate demeanor, ensuring positive patient experiences.
• Efficiently balanced high-volume inbound calls with real-time communication through the internal messaging system
• Accurately distribute documents to the appropriate doctors, or clinic location, and prepare interoffice paperwork for courier pickup to ensure timely delivery between five clinic locations.

Coordinated patient referral management, improving the referral process for timely patient scheduling.

• Reviewed incoming patient referrals to ensure all required documentation, referral information, and provider orders were complete prior to scheduling.
• Verified that patients' insurance plans were accepted by the practice and confirmed HMO referrals included the appropriate referral and authorization codes.
• Identified missing or incorrect referral information and coordinated with referring providers' offices to obtain corrected referrals, missing codes, or additional documentation.
• Communicated with referring physicians' offices to resolve referral discrepancies and ensure timely processing of new patient referrals.
• Utilized Epic to review patient records, update referral statuses, and maintain accurate documentation throughout the intake process.
• Maintained HIPAA compliance and safeguarded confidential patient information throughout the referral and intake process.
• Ensured referrals were complete and met practice guidelines before scheduling patients

• IHG background trained in guest memberships benefits, IHG hotel brands standards, enrollments for non-member IHG members
• Background experiences for both properties and can be easily switched to either properties with ease
• Able to use the OPERA software, a hotel management software for settling bills at check out, authorizing credit cards at check in, monetizing room availability, the ability to assign room before check in, able to make reservations and balancing inventory if it's off balance; such as overbooking of rooms
• Promoting positive guest relations to all individuals either checking in, checking out or inquiring to book a reservation at the hotel
• Addressed guest concerns and provided assistance with inquiries
• Proficient in Microsoft Excel, used daily by updating the front desk passdown log to communicate with the next shift about anything needing to be resolved
• Answering phone calls to either direct incoming calls to different departments or just answering questions on the phone for future guests but also making reservations over the phone
• Assistant in helping with the Sale Department in creating group blocks, booking links and events

• Completed taking Costco food safety level 1 in order to be permitted into the bakery; We have a responsibility to keep all foods within its safe zone for member consumption with the Costco method.
• Wrapped and packaged all baked goods according to Costco standards and pre-labeled containers before filling.
• Removed baked products from trays and finished last-minute garnishes, icing, or spray glaze according to Costco standards.
• Weighed packaged goods before placing them on the sales floor to ensure all baked items met Costco weight standards, disposing and reporting any that did not.
• Monitored sales floor to ensure items were fully stocked, organized, and rotated by date for easy member access; removed items nearing expiration.
• Responded to phone inquiries to assist members with product questions and cake orders, while directing in-person inquiries to specific aisles.
• When all the wrapping for that day is done early, immediately starts on prep racks for the next day and ready to go into the oven. Having to most the prep before the shift is over.
• Ensured bakery cleanliness and sanitation in all areas, replacing sanitizer regularly to maintain hygiene standards.

• Informed customers about the product, services, information and upcoming events using displays, demonstration areas, informative brochures, and coupons.
• Utilized creative merchandising techniques to construct optimum marketing displays of products and signage for demonstrations.
• Coordinated employee schedules to manage breaks and ensure coverage in demonstration areas.
• Complied with California Health and Safety Code 113790; Subsection 602 and Revised subsection 303 to properly handle and prepare all forms of products by preventing any forms of cross-contamination, appropriately cooking the product to the correct temperature, able to display a sense of cleanliness, and demonstrating the ability to accurately store products in their specific location.