William Ocasio
Kissimmee,FL
Summary
A results-driven and ambitious professional in the early stages of my career, actively seeking a challenging role to contribute effectively to a dynamic team environment. Possessing a solid foundation in various relevant skills, I aim to leverage my strategic thinking, problem-solving abilities, and proactive approach to drive success in a growth-oriented company. Ready to bring a fresh perspective and enthusiasm for learning, I am poised to make substantial contributions to any organization's objectives.
Overview
10
10
years of professional experience
Work History
PBX Supervisor
Vacation Village At Parkway
08.2018 - Current
- Achieved a notable increase in guest satisfaction scores through attentive service, active listening to concerns, and providing informative responses to guest inquiries.
- Spearheaded the resolution of intricate issues affecting operations, resulting in streamlined processes, improved efficiency, and a positive impact on overall business direction.
- Orchestrated seamless collaboration among room service, housekeeping, maintenance, and security teams, resulting in swift and effective resolution of guest needs and concerns.
- Successfully mentored new staff, significantly reducing onboarding time and ensuring team members were well-versed in correct procedures, compliance requirements, and performance strategies.
- Demonstrated efficiency in addressing guest concerns, consistently achieving high ratings for timely and professional issue resolution, contributing to an enhanced guest experience.
- Implemented a comprehensive reporting system, providing daily insights into guest numbers, accounting expenses, income, and room service usage. This data-driven approach facilitated informed decision-making by management.
- Developed and sustained lasting relationships with guests, resulting in increased loyalty, repeat business, and positive word-of-mouth referrals, directly impacting hotel revenue.
- Proactively tracked reservations, anticipating incoming parties and special events, ensuring seamless coordination and enhancing overall guest experiences during events.
Front Desk Agent
Vacation Village at Parkway
01.2018 - 08.2018
- Orchestrated effective communication and collaboration with internal departments, ensuring a seamless handling of a diverse range of guest needs.
- Provided a warm and welcoming atmosphere for incoming guests, issuing room keys, and offering detailed information on policies and amenities, setting a positive tone for their stay.
- Enhanced guest satisfaction by proactively addressing inquiries about business operations and policies, resolving concerns, and creatively finding solutions to meet guest needs, contributing to an overall positive guest experience.
- Demonstrated precision in handling payment processing duties, providing customers with accurate receipts, bills, and change, ensuring financial transactions were executed smoothly.
- Managed guest and group reservations with precision, streamlining the check-in and check-out processes and contributing to the overall efficiency of the front desk operations.
Banquet Server
Hilton Hotel & Resort
04.2014 - 07.2017
- Swiftly addressed concerns, promoting high customer happiness and escalating complex issues for effective resolution.
- Responded promptly to new customers, initiating conversations about drinks to enhance their dining experience with timely beverage service.
- Executed thorough opening and closing duties, contributing to the seamless operation of restaurant activities.
- Boosted serving staff performance by proactively stocking server areas with supplies before, during, and after shifts.
- Successfully recommended daily specials, wine selections, and desserts, guiding patrons toward more profitable menu items, contributing to increased restaurant sales.
Education
Associate of Arts - Visual Arts & Video Game Design
Atlantic University College
Guaynabo, PR2017
Skills
- Customer Service
- Team Collaboration
- Communication
- Adaptability
- Training & Mentorship
- Conflict Resolution
- Sales Skills
- Proficient in: Microsoft Office Suite, G Suite, MS Teams, Slack, Multiple Proprietary CRM's
Languages
Spanish
Native or Bilingual
Timeline
PBX Supervisor
Vacation Village At Parkway
08.2018 - Current
Front Desk Agent
Vacation Village at Parkway
01.2018 - 08.2018
Banquet Server
Hilton Hotel & Resort
04.2014 - 07.2017
Associate of Arts - Visual Arts & Video Game Design
Atlantic University College
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