Nelinés Fontánez Torres
Clermont,FL
Summary
Service-minded Rooms Controller adept in processing reservations and accommodating special requests. Organized and punctual to excel in fast-paced environment. Advanced proficiency with LightSpeed. Successful in delegating tasks and organizing workflow processes to optimize front desk operations. Bilingual in Spanish and English with exceptional communication and problem-solving skills. Proficient in resolving customer issues. Offering guest services expertise and 7 years of experience.
Overview
2
2
years of professional experience
Work History
Rooms Control
Walt Disney World Swan, Dolphin and Swan Reserve
Lake Buena Vista
09.2022 - Current
- Organize and update house inventory, follow up with emails, and address guest concerns in a professional timely manner
- Create, review, and controls daily reports and forecasts for department meetings
- Responsible for ensuring all room bookings are accurately processed and maintained in the system.
- Coordinated with other departments to ensure that guest requests are met promptly and efficiently.
- Monitored front desk operations, including check-ins and check-outs and room assignments.
Guest Experience/Services Expert
Walt Disney World Swan, Dolphin and Swan Reserve
Lake Buena Vista
02.2022 - 08.2022
- As a Front Desk Hosts and Guest Experience Expert I am responsible for greeting Guests, checking them in and out of hotel rooms, and assisting Guests and enhancing their stay by providing information regarding Resort services, activities and surrounding areas as needed.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Maintained updated knowledge through continuing education and advanced training.
Education
Bachelor of Arts - Art History
University of South Florida
Tampa, FL08.2017
Associate of Arts - History
Seminole State College
Oviedo, FL12.2014
Skills
- Guest Relations
- Team leadership abilities
- Upselling skills
- Staff Training and Development
- Multitasking skills
- Front desk reservations
- Excellent oral and written communication
- Property Management Systems
- Reservations
- Multi-Line Phone Systems
- Bilingual Spanish and English
- Project Management
Languages
- English
- Spanish
Timeline
Rooms Control
Walt Disney World Swan, Dolphin and Swan Reserve
09.2022 - Current
Guest Experience/Services Expert
Walt Disney World Swan, Dolphin and Swan Reserve
02.2022 - 08.2022
Bachelor of Arts - Art History
University of South Florida
Associate of Arts - History
Seminole State College
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