Mariely Avila
Clearwater,FL
Summary
Skilled in quickly and accurately answering questions, offering information, and completing efficient check-in or check-out services. Delivers dynamic service and fosters positive relationships with guests and coworkers. Hardworking individual with experience assisting visitors by responding to requests and finding appropriate solutions to issues. Positive attitude allows for adaptation to any situation, while strong attention to detail and excellent telephone and email etiquette ensure exceptional customer service. Highly motivated employee always ready to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills make an asset in any unsupervised work environment. Possesses computer skills including proficiency in Word, Excel, and other office applications. Goal-driven receptionist with extensive experience managing busy reception areas and multi-line telephone systems. Security-conscious and adept at handling confidential documentation effectively.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Front Desk Receptionist
Hyatt Regency Clearwater Beach Resort And Spa
04.2023 - 04.2024
- Provided excellent customer service by responding quickly to inquiries via phone or email in professional manner.
- Assisted with scheduling appointments for clients and visitors.
- Handled cash transactions accurately.
- Resolved any customer complaints or issues in 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.
- Lead a region in agent with upsell, making as $15,000 in one year.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled appointments and meetings.
- Collected room deposits, fees, and payments.
Home Rentals
Puntacana Resort & Club
09.2018 - 12.2023
- Reviewed guest information and payment options, checking for accuracy and completeness.
- 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.
- Sold rentals by the year of over $200,000 a year.
Concierge Representative
Puntacana Resort & Club
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.
- VIP check in process in the privates properties rented. by the guests.
- Assisted in coordinating special requests from VIP guests at Puntacana International airport.
- 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.
- Managed the check-in process for arriving guests including verifying identification and credit card information.
- Answered guest questions regarding local area, facilities and amenities.
Reservations Agent
Melia Hotel International
09.2013 - 06.2016
- Monitored changes in inventory levels and adjusted prices accordingly based on demand.
- 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 to the travel agencies with reservations and cancellations in accordance with hotel policies.
- Reservation agents for America, Canada, Latin America, Brazil, European markets for Paradisus Resorts in Dominican Republic.
Education
Certificate - Sales and Marketing
Grupo Puntacana
Dominican Republic01.2020
Certificate - English
Cefo (English School)
Dominican Republic03.2013
Bachelor of Science - Accounting
Catholic University
Dominican Republic10-2022
Certification - Word, Office, Outlook, Excelle
Camara De Comercio Institute
Dominican Republic01-2019
Skills
- Upselling Strategies
- Advanced Microsoft Outlook skills
- Phone Inquiries
- Reservations Processing
- Cancellation Policies
- Sales
- File Organization
- Office Organization
- Guest Relations
- Customer Service
- Administrative Skills
- Scheduling Appointments
- Team Collaboration
- Problem-solving skills
Websites
Certification
Hyatt Regency Internship Program Front Office/ Rooms
English Leaner Certificate
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
RECOGNITIONS & AWARDS
Sales and Services November 2018-February 2019. Puntacana Group, Dominican Republic.
Sales March-June 2019. Puntacana Group, Dominican Republic.
Customer Services March 2018. Paradisus Palma Real. Dominican Republic
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
Hyatt Regency Internship Program Front Office/ Rooms
English Leaner Certificate
Certificate - Sales and Marketing
Grupo Puntacana
Certificate - English
Cefo (English School)
Bachelor of Science - Accounting
Catholic University
Certification - Word, Office, Outlook, Excelle
Camara De Comercio Institute
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