Viviana Martinez

**** ***** ***** *** ****

Windermere, FL 34786

321-***-****

adij02@r.postjobfree.com

OBJECTIVE

Enthusiastic, hardworking individual with strong work ethic seeking a position where I can utilize my experience, broaden my skills, and grow professionally. SUMMARY OF QUALIFICATIONS

• Excellent customer service skills.

• Over 10 years of Hospitality experience.

• Ability to work well with others.

• Organized and hard working.

• Patient and friendly.

• Cash handling experience.

• Bilingual—English & Spanish

• Ability to operate a computer and search Internet

• Knowledgeable of Microsoft Office, such as Word & Power Point EMPLOYMENT HISTORY

Administrative Assistant for the OPC- Broker Department at Westgate Resorts, April 2019 – March 2020

Broker Dept.

• Prepare and process new broker paperwork, making sure all required documents are provided, submit to HRIS, and follow-up until account is created.

• Provide new brokers with start-up materials/ information and assisting them with ADP and dashboard accounts.

• Maintain open communication with the Compliance Dept.

• Assist brokers with payroll research and corrections, provide customer service as needed

o Maintain open communication with liaisons, managers and brokers to correct tour related issues

• Prepare location agreements for brokers leasing WG locations

• Prepare weekly rent schedule – broker leased locations

• Prepare agreements for brokers operating POS terminals

• Assist with annual broker renewal meetings

o Renewal package

o PowerPoint presentation

o Updated gift sheets, qualifications, room night rates and procedures o Coordinate meeting, dates, site and attendance

o Review contracts, ensure paperwork completed properly o Scan contracts to ImageQuest

o Update broker files

o Agreement list

o Phone list

o Leased location list

o POS location list

o Collect COI renewals

• Issue sales report to individual brokers

• Issue POS ticket sales commission report

• Manage hospitality programs for brokers

• Screen, request and distribute passes

• Assist Broker Field Managers as needed

• Assist attraction partners, coordinating front-line events

• Keep brokers informed

• Gift list & Qualifications

• Attraction updates, events, etc.

OPC Dept.

• Assist with any TMS related issues

• Assist Field Managers as needed

• Provide customer service, assisting with payroll corrections, ADP and dashboard set-up

• Order and manage uniform inventory (In-park and outlet teams)

• Keep OPC’s informed

• Gift list & Qualifications

• Attraction updates, events, etc.

• Location Requests

• Assist with location signage updates

• Maintain communication with Resort Mktg. and printing Dept. to complete jobs and ensure delivery

• Assist with design and proofing of jobs

• Communicate with brokers for sign approvals and schedule deliveries

• Open tickets for location maintenance as needed

• Communicate with attraction partners to maintain accurate brochure/magazine routes

Payroll Dept.

• Prepare POS ticket commission report

• Submit tour adjustments

• Assist with OPC tour incentive bonuses

• Assist with timesheet related issues as needed

• Prepare loan notes, and other monies related documents

• Assist with credit card inquiries

Other duties

• Assist Reservations Dept. with tour/gift related issues as needed

• Assist Training Dept. with clerical duties as needed

• Special Orders

• Assist with attraction shirt orders and distribution

• Assist TMS with Disney pass request and distribution

• VPG reports

• Coordinate special events

o Manager meetings

o Pizza parties

o Award Ceremony

o Award design, production, orders, work closely with Creative Dept. o Entertainment contract and paperwork

o Coordinate with F&B

Assistant for The Director of Reservations Dept. at Westgate Resorts, Orlando, FL June 2015 – April 2019

• Assist with tour/gift related issues as needed.

• Assist Training Dept. with material for new Agents, OPC’s and the Liaisons.

• Prepare weekly Room Nights Report for Orlando area.

• Prepare N/Q’s Reports on the daily bases.

• Purchased supplies for the Reservations Department.

• Maintain open communication with liaisons, Managers and Brokers to correct tour related issues.

Lead Agent for the Reservations Dept. at Westgate Resorts, Orlando, FL June 2010 – June 2015

• Assist with training to new agents.

• Identifies opportunities to improve team and individual performance.

• Conducts team meetings.

• Maintain open communication with customers, liaisons, Managers and Brokers.

FOH Manager, TGI Friday’s Restaurant, Casablanca Morocco November 2008 – May 2010

Responsible for oversees all operations at a restaurant excluding the kitchen area. Supervise and co-ordinate the entire front of house team, such as staff training, interview, hiring supervise the customer services dining experience. Server, Disney’s ESPN Restaurant, Orlando, FL

March 2008 – June 2008

Provide customer service, take food orders, handle monetary transactions, and other duties as assigned.

Cashier/Server/Hostess, Giordano’s Restaurant, Kissimmee, FL June 2003 – September 2007

Promoted from within to cashier. Cash handling activities along with assisting in managing order taking, greet customers and provide them with the menu and ensure that any discount or deals are communicated to them. EDUCATION

Adult Learning Center Osceola

GED (High School Diploma) Preparation Courses

Awarded Student of the Month on June 2007

Kissimmee, FL

South Lake High School

Clermont, FL

2003 – 2004

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