KAYLA VILLANUEVA
The Benjamin Royal Sonesta NY
Brooklyn,NY
5
years of professional experience
Dynamic hospitality professional with expertise in guest services and team leadership, including a sales and marketing background. Prioritizing guest satisfaction and driving operational efficiency to hone a workplace where the standard is delivering exceptional service.
Work History
Assistant Front Office Manager
5 Months- Acting as Manager on Duty overseeing front office operations and staff
- Instilling organizational systems to maintain the accuracy of recordkeeping
- Communicating with other department heads to ensure guest request satisfaction
- Promptly resolving guest complaints both in person and virtually
- Responding to Guest Relations Cases via email and maintaining high response scores to extranet reviews
- Assisting with check-ins/check-outs
- Being a Travel Pass Champion to increase travel membership enrollment stats
- Identifying and managing VIP arrivals to ensure exceptional service
Sales & Marketing Coordinator
1 Year- Supporting sales team with daily administrative tasks
- Ensuring timely and professional responses to leads and client inquiries
- Maintaining accurate records of group bookings and corporate accounts in sales systems (e.g., Delphi, Opera)
- Assisting in the planning, coordination, and execution of internal sales events & client events or room blocks
- Conducting client site tours
- Assisting with the updating of promotional campaigns
- Completing detailed expense reports on behalf of the General Manager to ensure compliance with company policies and timely reimbursement
- Developed and implemented a standardized inquiry form to streamline the handling of in-person guest inquiries at the Front Desk to enhance information accuracy and follow-up efficiency
- Designed and introduced a standardized welcome note template for Concierge use, sent to incoming guests prior to arrival to enhance pre-arrival communication and elevate the guest experience
Lead Guest Services Agent
1 Year 8 Months- Performed check-ins/check-outs delivering exceptional and personalized guest service in alignment with Forbes standards
- Trained newly onboarded Guest Service Agents
- Reservations creation and amendment
- Maintained comprehensive shift pass-ons daily
- Handled high-volume internal and external phone calls
- Monitored guest correspondence via email
- Conducted room tours for prospective guests
- Maintained recordkeeping for package distribution
- Executed special occasion room set-ups per request
- Settled invoices and open folios ensuring proper billing
- Consistently drove revenue by upselling room categories
Program Assistant, Instructor
5 Months- Supported instructors in delivering skill-based learning programs by assisting with lesson facilitation and classroom preparation
- Accurately recorded and filed student attendance documentation for program tracking
- Contributed to lesson planning and curriculum development for various programs
- Founded and led the 'Jewelry-Making for Sisterhood' mentorship program, fostering creativity, mentorship, and empowerment among participants
- Actively participated in organizing and supporting company-led community service and outreach events
Seasonal Sales Associate
1 Year 2 Months- Sold high-quality jewelry through personalized customer service and in-depth product knowledge to drive sales and customer satisfaction
- Maintained up-to-date product knowledge and promotional information to effectively upsell jewelry and maximize sales opportunities
- Photographed products and curated visual content for social media marketing to enhance brand visibility
- Organized and maintained inventory of jewelry and related accessories to ensure system accuracy and availability
- Processed returns and exchanges efficiently, adhering to company policies and ensuring a positive customer experience
- Assembled visually appealing in-store product displays to highlight new arrivals and promotional items
- Processed online orders for in-store pickup, ensuring accuracy and timely fulfillment
Education
Bachelor's Degree - Psychology
Associate of Arts Degree
Skills
Proficient in Microsoft Office Suite
Knowledge of Hotel Operational Systems (Opera Cloud
Opera V5
Alice
KnowCross
etc.)
Knowledge of Hotel Sales Software (Delphi
Sertifi
etc.)
Point of Sale (POS) Systems/Cash Handling
Leadership/Management Experience
Client Relationship Management
Social Media Marketing Content
Advanced Written Communication
Timeline
Assistant Front Office Manager
The Benjamin Royal Sonesta NY
03.2026 - CurrentRead More
Sales & Marketing Coordinator
The Wall Street Hotel
03.2025 - 03.2026Read More
Lead Guest Services Agent
The Wall Street Hotel
07.2023 - 03.2025Read More
Program Assistant, Instructor
Elite Learners Inc.
12.2022 - 05.2023Read More
Seasonal Sales Associate
Pandora
10.2021 - 12.2022Read More
Kingsborough Community College
Associate of Arts Degree
Read More
Brooklyn College
Bachelor's Degree from Psychology
Read More