MARGARITA YEPES
Petersburg,Florida
Summary
Positive and upbeat professional successful at balancing guest and business needs. Well-organized in managing check-in and check-out procedures and coordinating services with diverse team members. Good multitasking, planning, and communication skills. Self-motivated professional highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere. Resourceful professional in hospitality management known for high productivity and efficient task completion. Possess specialized skills in guest relations, event coordination, and problem-solving. Excel in communication, adaptability, and time management, ensuring smooth operations and superior guest satisfaction. Well-rounded professional committed to interacting with guests and resolving issues to propel customer satisfaction. Smoothly resolves issues, greets guests and oversees reception at busy establishments. Polished and tolerant when handling high-stress situations using appropriate responses. Service-oriented professional rings proven history of facilitating guest satisfaction in hospitality roles. Responds to guest requests and complaints with immediate information and resolutions.
Overview
39
39
years of professional experience
Work History
Guest Service Specialist
TRADEWIDS RESORT
Saint Petersburg, Florida
07.2023 - Current
- Created reports summarizing customer feedback regarding their experience at the hotel.
- Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Resolved customer issues in a professional manner according to company policies and procedures.
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
- Assisted with training new employees on proper front desk protocol.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Addressed customer complaints or concerns in a timely manner.
- Updated front desk's concierge book to maintain most relevant visitor information.
- Provided excellent customer service to ensure guest satisfaction.
- Performed checks on rooms and overall property daily.
- Greeted walk-in and phone guests, determining interests and needs.
- Updated reservation systems with current availability information.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Spoke with patrons to make conversation, answer questions or to respond to complaints.
- Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
- Checked schedule of events to complete pre-planning and prevent issues.
- Established clear policies for concierge, front desk and guest relations team members.
- Answered phone calls promptly and directed inquiries appropriately.
- Collaborated with other departments to ensure smooth operations.
- Made reservations for spa treatments, restaurants and golf tee times.
- Invited guests to join loyalty programs and special promotions to stay connected.
- Organized lobby area by keeping it neat and tidy at all times.
- Arranged for translators and other special services for guests.
- Participated in team meetings to discuss strategies for improving guest service standards.
- Responded to emails from customers regarding their stay at the hotel.
- Built and maintained productive relationships with employees.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Greeted guests upon arrival and provided information about the facility's services.
- Placed orders for and picked up flowers for guests.
- Offered guests beverages and refreshments upon check-in.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Worked with cross-functional teams to achieve goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Exceeded customer satisfaction by finding creative solutions to problems.
Director of Banquet Operations
TRADEWINDS RESORTS
Saint Petersburg, Florida
01.1992 - Current
- Monitored inventory levels of items such as linens, china plates, glassware, silverware, cutlery for replenishment needs.
- Identified opportunities for cost savings throughout the banquet operations process.
- Assisted staff by serving food and beverages or bussing tables.
- Analyzed customer feedback from surveys or comment cards in order to improve service quality.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Resolved customer complaints promptly and professionally.
- Liaised between clients and guests and kitchen staff regarding dietary restrictions or allergies.
- Oversaw the setup of event spaces to ensure high quality standards were met.
- Worked closely with chefs and catering staff during events in order to ensure smooth execution.
- Developed and implemented detailed banquet operations policies and procedures.
- Assisted with the planning of large-scale corporate meetings or conferences.
- Responsible for hiring, training, motivating, scheduling, evaluating and disciplining banquet staff members.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Explained goals and expectations required of trainees.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Coached staff on strategies to enhance performance and improve customer relations.
- Conducted regular inspections of banquet rooms prior to events in order to identify any areas that needed improvement or repair.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Recognized by management for providing exceptional customer service.
- Worked effectively in team environments to make the workplace more productive.
- Worked with cross-functional teams to achieve goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
Director of Guest Relations
Tradewinds Resort
Saint Petersburg, Florida
01.1986 - 01.2023
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Managed daily operations of the Guest Relations department including staffing schedules, budgeting, inventory management.
- Designed customer service policies that are tailored towards providing high-quality experiences.
- Recruited qualified candidates who could help meet organizational goals related to customer service excellence.
- Verified customer credit to establish payment method for accommodations.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Assisted guests during check-in process by answering questions about amenities or local attractions available nearby.
- Investigated guest complaints and utilized critical thinking to foster expedient resolution.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Organized special events for guests in order to foster positive relationships between customers and the organization.
- Responded to and resolved guest issues or complaints.
- Conducted regular meetings with staff to ensure proper training and efficient operations.
- Provided ongoing coaching and mentoring support for employees in order to increase their knowledge base around hospitality standards.
- Assisted guests at check-in, providing information on various services within hotel.
- Oversaw recruiting, interviews and new employee hiring.
- Responded to guests, including email, telephone, and in-person inquiries.
- Maintained accurate records of all interactions with guests, including their preferences and requests.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Identified needs of customers promptly and efficiently.
- Recognized by management for providing exceptional customer service.
Education
CONTINUING EDUCATION - CULINARY ARTS
CUINARY ARTS INSTITUTE
New York, NY01-1986
Bachelor of Science - Hospitality Administration And Management
Florida International University
Miami, FL08-1984
Skills
- Strong leadership
- Team management
- Cultural awareness
- Guest satisfaction focus
- Effective delegation
- Hospitality and service industry background
- Concierge support
- Strong empathy
- Client relationship management
Languages
Spanish
Professional
Timeline
Guest Service Specialist
TRADEWIDS RESORT
07.2023 - Current
Director of Banquet Operations
TRADEWINDS RESORTS
01.1992 - Current
Director of Guest Relations
Tradewinds Resort
01.1986 - 01.2023
CONTINUING EDUCATION - CULINARY ARTS
CUINARY ARTS INSTITUTE
Bachelor of Science - Hospitality Administration And Management
Florida International University
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