Yunellie Ocasio
Winter Park,FL
Summary
Astute hospitality professional well-versed in guest relations, concierge services and conflict resolution. Offering seven years of experience in industry and passion for service excellence. Extensive Guest Services experience. knows Multiple Languages. Great problem solving skills. Organized and detail oriented, Friendly professional personality.
Overview
10
10
years of professional experience
Work History
Guest Services
Universal Orlando Resorts
04.2017 - Current
- Resolved customer Guest swiftly, finding resolutions that maintained Guest satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Processed guest payments and provided accurate change.
- Supported team members by offering constructive feedback and coaching as needed.
- Trained and mentored new personnel hired to fulfill various roles.
- Lost and Found trained
Guest Services /Inventory Control Specialist
Volcano Bay Waterpark
04.2017 - 08.2022
- Offered friendly and efficient service to Guest, handled challenging situations with ease.
- Addressed Guests inquiries with timely and professional responses via phone, email and in-person interactions.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Managed inventory control to make sure Cabanas and Premium Seating were assign to correct Guest.
- Completed logs for Cabana and Premium Seating utilizing Excel.
- Recorded daily activities for inventory control.
- Sending Emails to Senior and above.
Concierge Attendant
Volcano Bay Waterpark
04.2017 - 07.2022
- Part of the Grand opening Team.
- Offered friendly and efficient service to Guests, handled challenging situations with ease.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Sell and assigns Cabana and Premium Seating as well as supporting products like towels and express passes.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality of our products.
Guest Relations Associate
Walt Disney World Resort / Magic Kingdom
07.2014 - 11.2015
- Sold tickets for different activities, dinners and special events.
- Anticipated and attentively handled guest needs or concerns.
- Distributed promotional items and coordinated special guest engagement events.
- Engaged guests through upbeat conversation and personalized service.
- Typed up professional business correspondence, reports and other documents.
- Handled Guests complaints.
Attractions Cast Member
Walt Disney World Resort / Hollywood Studios
12.2013 - 06.2014
- Built and established positive relationships with patrons, team members and supervisors.
- Operated rides and attractions according to written guidelines to reduce injuries.
- Delivered information and details of interest about facility to visitors.
- Maximized customer service and satisfaction by providing directions to visitors regarding requested locations, events and landmarks.
- Monitored guests and enforced rules, maintaining safety for visitors and staff.
Food and Beverage Attendant
Walt Disney World Resort / Hollywood Studios
05.2013 - 12.2013
- Maintained clean and organized restaurant to comply with hygiene and health regulations.
- Collaborated with other food and beverage attendants to provide prompt, smooth and excellent service.
- Greeted and seated guests to provide friendly and welcoming experience.
- Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.
Education
BBA -
Valencia College
Orlando, FL05.2015
High School Diploma -
East Ridge High School
Clermont, FL05.2012
Skills
- Constructive Feedback
- Facilities Management Software
- Greeting Customers
- Guest Inquiries
- Reservations and Ticketing
- POS Transactions
- Associate Training
- Train Staff
- Payment Collecting
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Korean
Full Professional
Timeline
Guest Services
Universal Orlando Resorts
04.2017 - Current
Guest Services /Inventory Control Specialist
Volcano Bay Waterpark
04.2017 - 08.2022
Concierge Attendant
Volcano Bay Waterpark
04.2017 - 07.2022
Guest Relations Associate
Walt Disney World Resort / Magic Kingdom
07.2014 - 11.2015
Attractions Cast Member
Walt Disney World Resort / Hollywood Studios
12.2013 - 06.2014
Food and Beverage Attendant
Walt Disney World Resort / Hollywood Studios
05.2013 - 12.2013
BBA -
Valencia College
High School Diploma -
East Ridge High School
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