Yessy Luis
Playa Del Carmen
Summary
Energetic and detail oriented Professional with drive to provide remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity.
Overview
16
16
years of professional experience
Work History
Hotel-Resident-manager
Viva Wyndham Maya
01.2022 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Improved safety procedures to create safe working conditions for workers.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Room Division Assistant
Viva Maya By Wyndham
05.2021 - 01.2022
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked flexible hours across night, weekend and holiday shifts.
- Cultivated interpersonal skills by building positive relationships with others.
Guest Service Manager
Viva Fortuna By Wyndham
06.2017 - 08.2020
- Attended to customer needs, responding to questions, complaints and escalations.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Understood and implemented safety and emergency procedures.
- Oversaw lobby operations and concierge services.
- Monitored staff training, scheduling and shift changes.
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Oversaw day-to-day operations of [Number]-room hotel with staff of [Number] employees.
Special Events Coordinator
Viva Dominicus by Wyndham
07.2014 - 06.2017
- Supervised staff during events and maintained efficient performance.
- Greeted patrons and participants at events to guide guests to locations and answer questions.
- Coordinated efficient set-up and clean-up for each event for quick facilities turnarounds.
- Arranged project timelines to avoid critical shortages in staff, resources or events spaces.
- Developed site-specific operations plans governing aspects such as traffic and waste management for events.
- Managed event logistics and operations.
- Coordinated florists, photographers, and musicians for events.
- Worked closely with couples to meet wedding goals, maintain deadlines and resolve complaints or service issues.
Concierge Manager
Be Live Collection Canoa
04.2010 - 05.2014
- Handled customer complaints to satisfy and retain guests.
- Created welcoming and comfortable environment for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Managed check-in and check-out procedures for guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
Guest Service Agent
Coral Hospitality Corp
04.2008 - 06.2010
- Collected room deposits, fees, and payments.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Recommended hotel services or amenities that guest may find useful.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
Production Manager
Microteck Dominican
07.2007 - 06.2008
- Resolved issues quickly to maintain productivity goals.
- Reviewed work for quality and compliance with company standards and design specifications.
- Standardized production procedures, job roles, and quality assurance guidelines.
- Managed continuous improvement initiatives to drive gains in quality, flow, and output.
- Estimated labor requirements to support anticipated workload.
- Delivered direct feedback to senior management regarding project visibility and status.
- Reviewed maintenance and repair problems to determine appropriate action for resolution.
- Created and oversaw production schedules and adjusted as needed to meet deadlines.
Education
BBA - Hotel Busisness Administration
UTEL UNIVERSITY
MEXICOBBA - Hotel Businness Administration
UNICARIBE
DOMINICAN REPUBLICAssociate of Applied Science - Industrial Technology And Quality Assurance
BROOME COMMUNITY COLLEGE
BINGHAMTON NEW YORK06.2007
Skills
- Front Office Staff
- Quality Assurance
- Guest Accommodations
- Company Guidelines
- Rooms Division
- Brand Loyalty
- Interpersonal Communications
- Coordinate Department Activities
- Policies and Procedures
- Safety Procedures
- Hospitality Management
- Guest Complaint Resolution
Hobbies
I love to play the Piano , Sing and Sports
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
French
Advanced (C1)
Italian
Bilingual or Proficient (C2)
Timeline
Hotel-Resident-manager
Viva Wyndham Maya
01.2022 - Current
Room Division Assistant
Viva Maya By Wyndham
05.2021 - 01.2022
Guest Service Manager
Viva Fortuna By Wyndham
06.2017 - 08.2020
Special Events Coordinator
Viva Dominicus by Wyndham
07.2014 - 06.2017
Concierge Manager
Be Live Collection Canoa
04.2010 - 05.2014
Guest Service Agent
Coral Hospitality Corp
04.2008 - 06.2010
Production Manager
Microteck Dominican
07.2007 - 06.2008
BBA - Hotel Busisness Administration
UTEL UNIVERSITY
BBA - Hotel Businness Administration
UNICARIBE
Associate of Applied Science - Industrial Technology And Quality Assurance
BROOME COMMUNITY COLLEGE
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