Yesenia Hernandez
Sanford,FL
Summary
Friendly Reservation Specialist with proven track record of excellence in guest retention. Experienced managing teams of up to 10 in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Reservation Specialist
NextHome Beach Time Realty
11.2022 - 08.2024
- Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
- Provided exceptional customer service throughout the entire booking process, leading to positive reviews and referrals.
- Ensured accurate client information was entered into the reservation system quickly and error-free, reducing data-entry mistakes.
- Supported marketing efforts by promoting special offers or packages during the booking process.
- Helped customers make accommodations to fit needs by suggesting different amenities and packages for individual circumstances.
- Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
- Handled billing information over phone.
- Provided customers with information about availability and pricing.
- Trained new team members on company policies and reservation procedures, increasing team efficiency.
- Assisted customers with making reservations and entered reservation details into computer system.
- Coordinated bookings for up to 10 rooms a a time.
- Assisted guests with special requests or accommodations, ensuring a personalized experience for each stay.
- Resolved guest issues promptly, resulting in improved client satisfaction rates.
- Collaborated with sales teams to secure group reservations and generate revenue.
- Maintained strong relationships with clients, ensuring repeat business and loyalty.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Social Media Marketing.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
Maintenance Coordinator
RAD Mission Club Apartments
10.2016 - 10.2017
- Greeted guests at front desk and engaged in pleasant conversations while managing leasing process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and maintenance.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front
- Facilitating communication between departments, facilitating prompt responses to maintenance requests and reducing delays in repairs.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Supported administrative tasks such as filing, data entry, answering a multi line telephone and document preparation for more efficient office workflow.
- Completed data entry and filing to keep records updated for easy retrieval.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Enhanced security by monitoring visitor access and issuing badges according to company protocols.
- Provided basic technical support for front office equipment, minimizing downtime.
Education
Miami Dade Community College
Miami, FLSkills
- Customer service experience
- Active listening skills
- Computer literate
- Administrative experience
- Telephone reservations
- Hospitality operations
- Phone Etiquette
- Schedule Maintenance
- Transportation information
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking Abilities
- Reliability
- Phone and Email Etiquette
- Microsoft Office
- Flexible Schedule
- Payment Processing
- Written Communication
- Reservation Confirmation
- Spanish Fluency
English and Spanish
I can read and write Spanish
Languages
Spanish
Professional Working
Timeline
Reservation Specialist
NextHome Beach Time Realty
11.2022 - 08.2024
Maintenance Coordinator
RAD Mission Club Apartments
10.2016 - 10.2017
Miami Dade Community College
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