Yvonne Mercer
Clermont
Summary
Concierge professional with a proven track record in delivering exceptional customer service and managing multiple tasks efficiently. Expertise in resolving guest complaints and fulfilling special requests, leading to increased guest satisfaction and loyalty. Strong skills in communication, problem-solving, and adaptability, ensuring seamless operations and memorable guest experiences.
Overview
21
21
years of professional experience
Work History
Club level Concierge/Front Desk Agent
Disney's Yacht & Beach Club Resort
Lake Buena Vista
12.2019 - Current
- Delivered personalized service to guests, creating memorable resort experiences.
- Resolved guest complaints promptly to maintain positive stays.
- Managed special requests and accommodations to elevate guest satisfaction.
- Assisted guests with inquiries about resort amenities and local attractions.
- Facilitated check-in and check-out procedures, confirming reservations and providing directions.
Concierge/Front Desk Agent
Disney's Coronado Springs Resort
Lake Buena Vista
12.2018 - 12.2019
- Welcomed guests and provided information about resort amenities and services.
- Assisted guests with reservations and special requests throughout their stay.
- Handled guest inquiries and resolved issues to ensure satisfaction.
- Assisted with check-in and check-out procedures including confirming reservation details and providing directions to guest rooms.
Club Level Concierge
Disney's Grand Floridian Resort and Spa
Lake Buena Vista
01.2005 - 12.2018
- Provided personalized services to VIP guests at luxury resorts.
- Collaborated with various departments to enhance guest experience during stays.
- Coordinated dining reservations and extraordinary events for guests and families.
- Maintained up-to-date knowledge of resort amenities and local attractions.
- Greeted and welcomed customers to the club, providing excellent customer service.
Education
Hotel/Restaurant/ Hospitality - Hotel Management
Bergen Community College
Paramus, NJComputer Graphics Certificate - Computer Graphics
Bergen Community College
Paramus, NJ12.2003
Skills
- Interpersonal skills
- Time management
- Relationship building
- Multitasking
- Customer service
- Upselling
- Problem solving
- Guest services
- Cash handling
- Technical proficiency
- Dining reservations
- Local attractions knowledge
- Concierge software
- Communication skills
- Work ethic
- Event planning
- Attention to detail
- Concierge operations
- Reservation systems
Accomplishments
- Disney National Trivia Champion
- Disney Spirit Award Winner
- Disney Guest Courtesy Award
- Disney Teamwork Award
Timeline
Club level Concierge/Front Desk Agent
Disney's Yacht & Beach Club Resort
12.2019 - Current
Concierge/Front Desk Agent
Disney's Coronado Springs Resort
12.2018 - 12.2019
Club Level Concierge
Disney's Grand Floridian Resort and Spa
01.2005 - 12.2018
Hotel/Restaurant/ Hospitality - Hotel Management
Bergen Community College
Computer Graphics Certificate - Computer Graphics
Bergen Community College
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