Lee Ann Nieves
Kissimmee
Summary
Experienced in serving as Guest Experience Expert. Background includes enhancing customer satisfaction, managing guest inquiries and resolving complaints promptly. Strengths lie in communication skills, multitasking abilities, and team collaboration to ensure smooth operations. Contributions have led to improved guest experiences and exceeding guest expectations.
Overview
6
6
years of professional experience
Work History
Guest Experience Expert
Marriott
Lake Buena Vista
03.2023 - Current
- Resolved guest issues by applying resourceful solutions while enrolling them in Marriott Bonvoy, resulting in 82 enrollments in 2024.
- Contributed $33,631 in room revenue in 2025 and $29,291.93 in 2024, which helped exceed our upgrade goal for 2024 through room upgrades, late checkout fees, and additional rooms.
- Coordinated with housekeeping and engineering staff to ensure rooms are prepared prior to check-in time.
- Assisted our Rooms Controller team with partner cases, actual departures, and pre-registering mobile check-ins.
- Managed rooms inventory to accommodate upgrades and early check-in requests for elite members.
Reservation Agent
Timbers Company
Winter Park
10.2021 - 01.2023
- Answered an average of 60 inbound calls and responded to an average of 100 emails daily regarding customers' reservations.
- Built reservations for customers and processed payment methods for deposits.
- Kept accurate knowledge of six different properties worldwide, such as types of rooms available and amenities.
- Modified dates of stay, room types, and rates based on customers' needs.
- Demonstrated ability to work independently as well as collaboratively within a team environment.
Houseperson
Disney
Lake Buena Vista
07.2021 - 10.2021
- Prioritized assigned sections of the property and cleaned an average of 20 rooms per day.
- Delivered items to guest rooms, such as extra towels, bedding, or toiletries upon request.
- Assisted housekeeping Cast Members by preparing their baskets with required cleaning supplies and tools.
- Maintained cleanliness of public areas to ensure a clean and organized space for the guests.
Stocking Associate
Walmart
Winter Garden
01.2019 - 07.2021
- Received shipments of merchandise and stocked shelves according to store requirements.
- Assisted customers in locating products on the shelf or in the backroom.
- Replenished supplies such as bags, boxes, and tissue paper, as needed throughout the day.
- Unloaded delivery trucks, verified content, and organized based on products received.
Skills
- LightSpeed System
- Empower GXP
- Opera System
- TravelClick System
- SMS System
- HotSOS
- Microsoft Word
- Microsoft Outlook
- Microsoft Teams
- Customer service
- Conflict resolution
- Upselling strategies
- Multitasking capacity
Languages
Spanish
Native/ Bilingual
Timeline
Guest Experience Expert
Marriott
03.2023 - Current
Reservation Agent
Timbers Company
10.2021 - 01.2023
Houseperson
Disney
07.2021 - 10.2021
Stocking Associate
Walmart
01.2019 - 07.2021
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