Yajaira Bonilla
Davenport,FL
Summary
Knowledgeable Hospitality Professional with solid background in hospitality. Successfully managed guest services, contributing to high level of customer satisfaction. Demonstrated expertise in conflict resolution and maintaining welcoming environment. Proven ability to adapt to dynamic settings and collaborate with team members to achieve service excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Tier 1 Support Analyst
Kinetix Solutions
03.2024 - Current
- Provided technical support to over 500 companies, troubleshooting hardware, software, network connections, and remote desktop issues.
- Managed Microsoft account administration, including license policies, mailbox storage, and user access.
- Conducted routine disk cleanups and system optimizations to enhance performance and user experience.
- Assisted clients with general inquiries regarding business applications, (Microsoft 365, Adobe).
- Developed and maintained strong relationships with clients to ensure timely resolution of issues and high customer satisfaction.
- Documented troubleshooting steps and resolutions in a ticketing system to improve knowledge sharing and service efficiency.
Front Desk Receptionist
Mayfair House Hotel Garden and Spa
01.2023 - 03.2024
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Collected room deposits, fees, and payments.
- Completed data entry and filing to keep records updated for easy retrieval.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Routed incoming mail and messages to relevant personnel without delay.
Reservations Coordinator
Marriot CEC Engagement Center
07.2021 - 12.2022
- Minimized overbooking situations through vigilant monitoring of incoming reservations and careful balancing of room inventories.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Liaised with hotel departments to guarantee smooth operations related to guest stays, including transportation arrangements, dietary preferences, and billing inquiries.
Front desk Representative- Guest Services
Nuvo Suites Hotel
01.2017 - 12.2020
- Managed hotel reservations for incoming and in house guests through computer software systems: Room Master, Stay in Touch & Salesforce (200 + calls daily)
- Intercommunicated with housekeeping staff to ensure all rooms were clean and ready to accommodate guests
- Lift and stowed personal luggage and belongings
- Demonstrated safety and emergency procedures during fire drills and domestic disputes
- Ensured compliance with hotel company standards and city hospitality policies
- Mentored new hires, provided training in customer service, safety techniques and brand representation to improve service quality
Education
Bachelor of Science - Criminal Justice
Florida International University
12.2020
Skills
- Bilingual/Biliterate (Eng/Spa)
- Customer Service
- Conflict Resolution
- Hardware/Software Trouble Shooting
- Communication
- Incident Reporting/Documentation
- Payment handling
- Reservation management
Certification
- Legal Aid & Professional Values Cert., 12/01/20
- Adult First Aid/CPR/AED Skills, 03/01/23
Timeline
Tier 1 Support Analyst
Kinetix Solutions
03.2024 - Current
Front Desk Receptionist
Mayfair House Hotel Garden and Spa
01.2023 - 03.2024
Reservations Coordinator
Marriot CEC Engagement Center
07.2021 - 12.2022
Front desk Representative- Guest Services
Nuvo Suites Hotel
01.2017 - 12.2020
Bachelor of Science - Criminal Justice
Florida International University
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