Customer Service Services

Yisela Espiritu

#** *** *****

Corozal District

Belize Central America

Phone 501-***-****

*********@*****.***

Education

Associate Degree in Business Administration

Corozal Junior College, San Andres, Corozal District June 2002

Diploma in Hotel and Restaurant Administration

Thomson Education Direct, September 2004

Objective:

Obtain a position in the Travel/Hospitality industry where I can

effectively utilize my expertise in program management and passion for

delivering exceptional customer service to Group Meetings, Incentives and

Conventions.

Work Experience

January 2010 - October 2013 Groups & Events Coordinator

Royal Caribbean International

Oasis of the Seas / Navigator of the Seas /

Allure of the Seas/Liberty of the Seas

Responsibilities:

* Planned, consulted and executed up to 250 affinity, corporate and

incentive groups weekly aboard the world's largest cruise ships.

* Act as a liaison between hotel and client.

* Advise client on catering options, wine selections, d cor, A/V, and

recreational activities.

* Create group resumes and banquet event orders outlining all group/event

details, meet distribution deadlines and adhere to Standard Operating

Plan.

* Conduct site visits, prepare event proposals and make prospecting calls

to win new group business.

* Communicate last minute changes of all events to hotel staff and ensure

operational follow-up is up to standards.

* Responsible for obtaining all direct bill and credit approvals of groups

arriving to the ship.

* Meet clients prior to departure to ensure all details of the contract

were delivered and to solicit any future business.

August 2007 - December 2009 Royal Caribbean International

Guest Services Officer

Independence of the Seas/ Radiance of

the Seas

Responsibilities:

* Provided fast and friendly resolutions to guests, who represented a wide

variety of nationalities, languages, and cultures.

* Assume the responsibility when the guest is not satisfied and use my best

judgment to find a resolution.

* Handled payments and cash transactions up to $10,000 on a weekly basis,

together with credit card transactions, and currency exchange.

July 2006 - August 2007 Royal Caribbean International

Bar Server

Radiance of the Seas

Responsibilities:

* Learned the Beverage operation which serves 4500 guests daily.

* Followed and applied the Serve Safe Alcohol Policy.

* Interacted with guests and provided valuable feedback to management on

new beverage revenue-generating opportunities.

January 2005- March 2006 Guest Services Concierge

Aventura Spa Palace

Riviera Maya, Mexico

* Answer inquiries pertaining to hotel services, registration of guests and

shopping, dining, entertainment and travel directions.

* Compute bill, collect payments and handle exchange currency for guests.

* Make, confirm and cancel reservations for guests.

* Make restaurant, transportation and entertainment reservations for

guests.

* Communicate effectively with other front office and hotel departments.

Qualifications

* Highly-motivated, dedicated, and ambitious professional with a broad

background in coordinating projects, planning events, promoting

services, and ensuring a high level of customer satisfaction.

* Excellent communication skills demonstrated by the ability to work

with people of diverse backgrounds, and exceptional rapport with

individuals on all levels

* Very competitive, self-starter, organized, disciplined, goal oriented

who always welcomes the challenge of solving problems.

Languages:

Spoken and written fluently: Spanish & English

Contact this candidate