Petit Joly
Port St Lucie,Florida
Summary
Hospitality professional with a track record of 98% booking accuracy and an 85% conversion rate on sales calls. Expertise in Oracle Opera and recognized for outstanding customer service and teamwork. Committed to enhancing guest experiences and improving operational efficiency. Trained in Forbes 5 stars and KTN Reservations Quest.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Reservation Specialist
Eau Palm Beach Resort and Spa
Manalapan, FL
11.2020 - 04.2025
- Processed an average of 120 reservations daily using Opera PMS, achieving 98% booking accuracy.
- Converted 85% of inbound calls into sales, enhancing revenue generation.
- Answered 20 to 30 inquiries via phone and email daily, addressing customer concerns promptly.
- Assisted customers with reservations and accurately entered details into computer system.
- Followed up with clients post-trip to confirm service satisfaction.
- Developed productive relationships with team members to enhance collaboration and efficiency.
Security Officer
PalAmerican Security
Port Saint Lucie, FL
01.2024 - 10.2024
- Implemented comprehensive security plan, resulting in 25% reduction in incidents within 12 months.
- Completed shift logs and reports to document routine activities and critical incidents.
- Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
- Utilized advanced surveillance technology and strategic personnel placement to enhance security measures.
Claim Specific Advance Agent
Titan FLDEO Call Center
Orlando, FL
03.2020 - 02.2021
- Informed clients regarding policies and procedures to enhance understanding.
- Processed over 200 claims monthly, ensuring compliance with industry regulations.
- Resolved caller issues thoroughly, improving customer satisfaction.
- Handled customer complaints promptly to maintain professional relationships.
- Utilized advanced CRM software, improving claim processing time by 15%.
Front Office Supervisor
Wyndham Hotels & Resorts
Boca Raton, FL
10.2019 - 12.2019
- Oversaw daily operations, ensuring compliance with Resinate and Opera Cloud hotel policies.
- Implemented new check-in/check-out process, enhancing guest satisfaction scores by 25%.
- Coached employees to resolve complex issues while maintaining Forbes 5-star service standards.
- Established work schedules to align with staffing levels and workload demands.
- Monitored customer service trends, providing actionable insights for management improvements.
- Streamlined operations through innovative technologies, improving efficiency across departments.
- Prepared meeting agendas and archived proceedings to facilitate effective communication.
Front Desk Agent
TownePlace Suites By Marriott
Boynton Beach, FL
05.2016 - 10.2019
- Acquired in-depth knowledge of surrounding area to offer guests information about dining options, entertainment, and shopping activities
- Collected room deposits, fees, and payments
- Welcomed each new arrival pleasantly and confirmed reservations and identification
- Took reservations over phone, in person, and via computer for guests and provided confirmation information
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone
- Answered customer telephone calls promptly and appropriately handled needs
Education
BA - Music Education
Jacksonville University
Jacksonville, FL01.2024
Associate of Arts - Music Education
Palm Beach State College
Lake Worth, FL01.2018
Skills
- Microsoft Office Suite proficiency
- Oracle Opera and Fosse expertise
- Project management
- Budget planning
- Problem-solving
- Communication skills
- Leadership
- Active listening
- Team collaboration
- Resilience and patience
- Self-motivation
- Customer service
- Organizational skills
- Upselling and cross-selling
- Time management
- Sales experience
- Hotel operations management
Certification
Florida D license, Florida Division of Licensing, 02/01/23
6-Hour Med Tech Certified, April 3, 2025
Timeline
Security Officer
PalAmerican Security
01.2024 - 10.2024
Reservation Specialist
Eau Palm Beach Resort and Spa
11.2020 - 04.2025
Claim Specific Advance Agent
Titan FLDEO Call Center
03.2020 - 02.2021
Front Office Supervisor
Wyndham Hotels & Resorts
10.2019 - 12.2019
Front Desk Agent
TownePlace Suites By Marriott
05.2016 - 10.2019
BA - Music Education
Jacksonville University
Associate of Arts - Music Education
Palm Beach State College
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