Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Rolando Ortiz Ruiz

Orlando,FL

Summary

A versatile and accomplished professional with a robust hospitality and customer service background. Showcased exceptional talent for curating unforgettable travel experiences as a Travel Agent at JetBlue Vacations. Consistently delivering enjoyable moments for all as a Coordinator. I posses outstanding communication skills, logical thinking and a unwavering positive demeanor. I have been known to show integrity, ensuring that every interaction is characterized by honesty and trustworthiness.

Overview

14
14
years of professional experience

Work History

Guest Service Coordinator

Loews Royal Pacific Resort Hotel by Universal
Orlando, USA
05.2024 - Current
  • Guest Relations: Served as primary contact for guests, addressing inquiries, resolving complaints, and providing information on services and local attractions.
  • Coordination: Collaborated with various departments to fulfill guest requests and ensure seamless service.
  • Check-In/Check-Out: Managed check-in/check-out procedures, ensuring accurate guest information and efficient processing.
  • Luggage Handling: Managed luggage storage, ensuring secure and efficient handling of guest belongings, including delivering luggage to rooms and retrieving it for departure.
  • Administrative Tasks: Handled reservations, special requests, and maintained detailed records of guest interactions.
  • Problem Resolution: Proactively addressed and resolved issues, following up to ensure guest satisfaction.
  • Training: Assisted in training new staff on guest service standards and protocols.

Sale Counselor/Marketing

HarborChase Dr.Phillips
Orlando, USA
05.2023 - 05.2024
  • Devised and executed customized treatment plans to address unique needs of clients
  • Conducted and facilitated individual, family, and group counseling sessions
  • Cultivated enduring relationships with clients and their families
  • Collaborated with diverse professionals to streamline services for clients
  • Actively engaged in professional development activities to enhance skills and knowledge

Sales Travel Expert Agent

JetBlue Vacations
Orlando, USA
08.2021 - 02.2023
  • Demonstrated exceptional sales skills by successfully overcoming objections and developing sales plans to consistently exceed quotas
  • Proactively initiated and led efforts to prospect new clients through referrals and sales calls, effectively expanding customer base
  • Employed expert customer service techniques, using open-ended questions to understand individual travel needs and confidently advising on Flight, Hotel, and vehicle selections, cancellation policies, terms and conditions, as well as recommending upgrades, accessories, and optional activities
  • Provided valuable assistance and ensured customer satisfaction by efficiently handling irregular operations and finding prompt resolutions for affected customers at their destinations

Recreation Lead, Disney's Port Orleans

Walt Disney World Parks and Resorts
Orlando, USA
02.2019 - 07.2021
  • Modeled and taught Top 5 Guest Service Principles, resulting in improved GSM scores and achieving 100% Guest Satisfaction
  • Led a diverse team of Cast Members in the daily operation of Doubloon Lagoon Pool and Aquatic Play Area, effectively balancing the needs of Cast, Guests, and the business
  • Managed the Area by conducting safety walks each morning, overseeing pools, staffing, emails, checklists, paperwork, and time management to ensure smooth operation
  • Organized and led meetings with the recreation team to foster innovation, discuss new procedures or rules, and plan and execute engaging Cast engagement activities such as backstage tours and team outings
  • Collaborated with all lines of business across the property to create a seamless experience and maintain Disney standards, focusing on recovering losses and turning them into successes

Recreation Lead, Disney's All-Star

Walt Disney World Parks and Resorts
Orlando, USA
05.2013 - 02.2019
  • Acted as the main point of contact for the Safety Committee, ensuring a safe environment for Guests and Cast members at Disney's All-Star Resort
  • Developed and implemented comprehensive plans for major holiday events, such as New Year's Eve, St
  • Patrick's Day, and Halloween, resulting in successful and memorable experiences for resort guests
  • Offered coaching and training to cast members, enhancing their ability to provide exceptional customer service and promoting cohesive interactions with all Guests
  • Conducted monthly training sessions for the entire recreation cast, enabling them to maintain their first responders license and effectively respond to emergencies

Attractions Host and operations

Universal Studios Resorts
Orlando, USA
12.2010 - 05.2013
  • Hosted and effectively managed a wide range of attractions, consistently placing importance on guest safety through the delivery of thorough safety briefings before ride participation
  • Operated diverse rides, encompassing both regular and water attractions, to guarantee seamless and pleasurable guest experiences
  • Exemplified a high level of professionalism and efficiency while overseeing all aspects of attraction operations
  • Recognized and awarded the prestigious 'Best Guest Service Interaction' accolade in 2013

Education

General Communications -

Universidad Sagrado Corazon
San Juan, Puerto Rico
02.2010

Skills

  • English
  • Spanish

Personal Information

  • Date of Birth: 04/30/90
  • Nationality: American

Timeline

Guest Service Coordinator

Loews Royal Pacific Resort Hotel by Universal
05.2024 - Current

Sale Counselor/Marketing

HarborChase Dr.Phillips
05.2023 - 05.2024

Sales Travel Expert Agent

JetBlue Vacations
08.2021 - 02.2023

Recreation Lead, Disney's Port Orleans

Walt Disney World Parks and Resorts
02.2019 - 07.2021

Recreation Lead, Disney's All-Star

Walt Disney World Parks and Resorts
05.2013 - 02.2019

Attractions Host and operations

Universal Studios Resorts
12.2010 - 05.2013

General Communications -

Universidad Sagrado Corazon

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Rolando Ortiz Ruiz