Guest Services Customer Service

Apopka, FL ***** 689-***-**** **********@*****.*** WWW: https://www.linkedin.com/in/shantellemantilla1a4a0a152/details/experience/

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SHANTELLE MANTILLA

PROFESSIONAL SUMMARY

Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Offering understanding of modern technology and phones and excellent eye for detail. Implements successful strategies for maintaining guest loyalty and building long-lasting relationships.

SKILLS

Fluent in English and Spanish

Customer Service Standards

POS Transactions

Team Training

Greeting Customers

Guest Satisfaction

Guest Relations

Guest Inquiries

Serve Guests

Food Service Operations

Cash Register Operation

Phone Call Direction

Telephone Etiquette

WORK HISTORY

GUEST SERVICES 09/2019 to 03/2020

Orlando Marriott Lake Mary, Lake Mary, FL

Answer phone calls promptly and knowledgeably, ensuring accurate information.

Collaborated closely with other departments to meet guest needs and provide best possible experience.

Dispatch appropriate personnel to guest request and log data into GXP, action taken and final status.

Modify guests' reservations upon request.

Check in guests through our mobile interface and send mobile keys.

Print and file daily reports.

ACTIVITIES COORDINATOR 05/2018 to 08/2019

Westgate Leisure Resort, Orlando, FL

Set up activities prior to activity start time and ensure guest safety during activities

Conduct and actively participate in arts and crafts with the adults and children while assisting and being energetic.

Cultivated strong relationships with customers to build loyalty and repeat business.

Inspected equipment and facilities for signs of wear or damage impacting safety.

EVENT CONCIERGE (ON CALL) 12/2017 to 05/2018

Hyatt Regency, Orlando, FL

Serve as the liaison between the Event Sales and/or Event Planning Manager.

Handle and address any special needs or requests from the clients on-site.

Addressed customer inquiries with timely and professional responses.

Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.

CONVENTION ASSISTANT 11/2016 to 12/2017

Visit Orlando, Orlando, FL

Register attendees, handle cash/card transactions, print badges, and provide general event info.

Assemble packets/portfolios/bags of materials and programs to be distributed to attendees.

Assisted guests with directions or any inquiries of the events taking place.

SERVER 01/2016 to 11/2016

Encore Resort Homes At Reunion, Kissimmee, FL

Served food and beverages promptly with focused attention to customer needs.

Worked with POS system to place orders, manage bills, and handle complimentary items.

Cultivated warm relationships with regular customers.

Maintained clean and organized dining areas to uphold restaurant hygiene standards.

Made deliveries to vacation houses in resort.

CATERING SERVER 12/2014 to 08/2015

Puff 'n Stuff Catering and Events, Orlando, FL

Loaded and unloaded tableware, catering supplies and meals to and from catering vehicles to comply with catering logistics.

Arranged linens and table settings according to seating plan and event theme.

Served appetizers, delivered entrees, and refilled beverages for banquet guests.

Provided friendly, courteous service to create memorable moments for guests.

SALES ASSOCIATE/CASHIER 09/2013 to 06/2014

Quiksilver, Sunrise, FL

Used customer service and sales skills in order to meet sales goals.

Greeted customers at the front of the store and informed them of special sales.

Processed credit card and debit payments, providing accurate charges and credits.

Managed merchandise returns and exchanges by closely checking items and receipts to assess eligibility and make accurate processing decisions.

Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.

Connected with customers to support positive transaction experiences and address service concerns.

RECEPTIONIST 06/2013 to 08/2013

Western High School, Davie, FL

Greeted incoming visitors professionally and provided friendly, knowledgeable assistance.

Kept reception area clean and neat to give visitors positive first impression.

Answered phone promptly and directed incoming calls to correct offices.

Responded to inquiries from callers seeking information.

EDUCATION

University of Central Florida

Bachelor's in Event Management

GPA: 3.7

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