Yohana Hernández Pérez
Las Vegas,NV
Summary
Proven track record in customer service and multitasking, honed at Mercato Della Pescheria and MSC Crociere. Excelled in high-pressure environments, seamlessly integrating POS systems for efficiency. Demonstrated leadership by training new team members, achieving top sales in excursions. Skilled in fostering team unity and promoting strategic vision, ensuring guest satisfaction and operational excellence.
Overview
9
9
years of professional experience
Work History
Restaurant Hostess
Mercato Della Pescheria
2024.03 - Current
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
- Answered customer questions about hours, seating, and menu information.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- Provided exceptional service through friendly interactions with customers, answering questions and addressing concerns.
- Contributed to a positive team atmosphere by supporting coworkers during peak hours or when understaffed.
- Collaborated with servers to ensure smooth transitions between tables, minimizing wait times for guests.
Tour Escort
MSC Crociere
2015.12 - 2021.07
- Facilitated clear communication between guests and service providers by acting as a translator when necessary.
- Promoted responsible tourism practices among guests by educating them on environmental conservation and supporting local businesses during the tour.
- Streamlined check-in processes at hotels and attractions by efficiently managing paperwork, vouchers, or other required documents.
- Managed group dynamics effectively to ensure a harmonious atmosphere among all tour members.
- Elaboration of the tour magazine with the destinations per cruise ship.
- Direct sales with different types of audiences and customers around the world.
- In charge, in addition, of guiding and translating weekly behind the scenes on board the cruises every week.
- Reached the first level as tour escort and top seller of excursions and behind the scenes in general.
- Responsible for the training of new team members
Education
Bachelor of Science - Communications
Havana University
Havana, Cuba07.2012
Skills
- Customer Service Expertise
- Strong multitasking
- Active Learning
- Teamwork and proactive
- Strategic vision
- Familiarity with POS systems and Fidelio
- Detail Oriented
Languages
Spanish
Native or Bilingual
English
Professional Working
Portuguese
Full Professional
Italian
Professional Working
Timeline
Restaurant Hostess
Mercato Della Pescheria
2024.03 - Current
Tour Escort
MSC Crociere
2015.12 - 2021.07
Bachelor of Science - Communications
Havana University
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