Mariely Avila
Clearwater,FL
Summary
Adaptable Front Office Assistant dedicated to providing first-rate attention to guest needs. Versed in quickly and accurately answering questions, offering information and completing quick check-in or check-out services. Delivers dynamic service and fosters positive relationships with guests and coworkers.
Hardworking with experience assisting visitors by responding to requests and finding appropriate solution to issues. Demonstrated positive attitude to adapt to any situation. Strong attention to detail along with terrific telephone and email etiquette. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Computer skills. Knowledge and use of Word, Excel and other offices. Goal-driven Receptionist with extensive background managing busy reception areas and multi-line telephone systems. Security-conscious and astute in control of confidential documentation.
Overview
11
11
years of professional experience
Work History
Front Desk Receptionist
Hyatt Regency Clearwater Beach Resort And Spa
Clearwater, FL
04.2023 - 04.2024
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Greeted customers warmly and made them feel welcome.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Assisted with scheduling appointments for clients and visitors.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Investigated and analyzed client complaints to identify and resolve issues.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
Home Rentals
Puntacana Resort & Club
Punta Cana, Dominican Republic
09.2018 - 12.2023
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Resolved customer complaints quickly and efficiently by taking appropriate action or referring them to a supervisor as necessary.
- Assisted customers with reservations and cancellations in accordance with hotel policies.
- Reviewed guest information and payment options, checking for accuracy and completeness.
- Researched and resolved customer issues.
- Explained cancellation policies clearly to customers prior to booking.
- Followed up with guests after their stay to ensure satisfaction.
- Responded promptly to customer inquiries, concerns, and complaints.
- Ensured that all customer interactions were handled in a professional manner at all times.
- Generated daily reports on occupancy levels for management review.
- Provided clients with assistance in preparing required travel documents and forms.
Concierge Representative
Puntacana Resort & Club
Punta Cana, Dominican Republic
09.2018 - 12.2023
- Greeted guests upon arrival and provided information about amenities, services, and local attractions.
- Organized tours of nearby attractions based on individual guest preferences.
- Assisted in coordinating special requests from VIP guests.
- Ensured guest satisfaction by providing prompt solutions to any complaints or issues that arose during their stay.
- Provided concierge services such as making restaurant reservations, arranging transportation, booking tickets for shows or other events.
- Assisted with general administrative tasks such as filing paperwork or preparing reports.
- Managed the check-in process for arriving guests including verifying identification and credit card information.
- Answered guest questions regarding local area, facilities and amenities.
- Made reservations for spa treatments, restaurants and golf tee times.
Reservations Agent
Melia Hotel International
Punta Cana, Dominican Republic
09.2013 - 06.2016
- Monitored changes in inventory levels and adjusted prices accordingly based on demand.
- Provided customers contacting call center with exceptional service and support.
- Answered multi-line telephone system and routed calls to appropriate personnel.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Resolved customer complaints quickly and efficiently by taking appropriate action or referring them to a supervisor as necessary.
- Assisted customers with reservations and cancellations in accordance with hotel policies.
Education
Bachelor of Science - Accounting
Catholic University
Dominican Republic10-2022
Some College (No Degree) - Sales and Marketing
Grupo Puntacana
Dominican RepublicSome College (No Degree) - English
Cefo (English School)
Dominican RepublicSkills
- Upselling Strategies
- Phone Inquiries
- Reservations Processing
- Cancellation Policies
- Sales
- Office Administration
- File Organization
- Office Organization
- Departmental Support
- Guest Relations
- Customer Service
- Administrative Skills
- Scheduling
- Meeting Arrangements
- Scheduling Appointments
- Team Collaboration
- Telephone Etiquette
Languages
English
Full Professional
Spanish
Native/ Bilingual
Websites
References
References available upon request.
Timeline
Front Desk Receptionist
Hyatt Regency Clearwater Beach Resort And Spa
04.2023 - 04.2024
Home Rentals
Puntacana Resort & Club
09.2018 - 12.2023
Concierge Representative
Puntacana Resort & Club
09.2018 - 12.2023
Reservations Agent
Melia Hotel International
09.2013 - 06.2016
Bachelor of Science - Accounting
Catholic University
Some College (No Degree) - Sales and Marketing
Grupo Puntacana
Some College (No Degree) - English
Cefo (English School)