Donzell Mckissack
Nashville
Summary
Dynamic guest services professional with a proven track record at Gaylord Opryland Resort, excelling in guest relations and upselling services. Trilingual in English, Portuguse, and Spanish. I effectively resolved guest concerns while enhancing their experience. Recognized for achieving sales targets and maintaining exceptional communication skills.
Overview
3
3
years of professional experience
Work History
Guest Services Receptionist
Gaylord Opryland Resort & Convention Center
09.2024 - Current
- Handled 1500 check-ins and check-outs daily; rooms swaps, printed out folios and clarified questions on bill issues.
- Greeted guests at front desk an at the main lobby, and engaged in pleasant conversations to make their experience at the hotel extraordinary.
- Assisted international visitors in Spanish and Portuguese.
- Rotated in the overnight shift for six weeks, running reports to verify special requests, taxes and guests that were celebrating especial occasions. Also, checking and organizing receipts from the restaurants; stocked keys and keys packets, maps, wait and transportation cards to make the morning shift easier.
- Took about 60 calls daily, in the Consider it Done department, answering questions on the waterpark, the cruise boat, future reservations, lost and found, parking, and methods of payment. In addition, I used to make reservations for restaurants over the phone and sell tickets to attractions for the hotel, like ACC Christmas.
- Collaborated with Rooms Control, setting up reservations for connecting rooms and suites, and complimentary upgrades; blocked rooms for group and tours reservations. Responsible for running some reports and inserting data onto spreadsheets and emailing them to managers, Housekeeping, Engineering and Security team.
Sales Associate
MSC Crociere
01.2023 - 03.2024
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Handled cruise card transactions efficiently, and also gave them instructions on the best way to use it.
- Achieved weekly sales targets ( around $10.000,00) by collaborating closely with my workmates and managers, implementing effective sales strategies and maintaining a high level of product knowledge. Furthermore, explained clearly and assertively questions about sizing, options and merchandise care.
- Took care of the visual merchandising, and used to come up with ideas to display the products effectively to draw guest's attention and boost sales.
- Responsible for unloading merchandise pallets every week, storing and organizing them in the warehouse.
- Continuously taking care of the cleanliness of shelves, floor, and windows displays.
Education
Bachelor of Science - Business Administration And Management
University of Maringa
12-2014
Skills
- Foreign language skills;
- Verbal and written communication;
- Patience and tolerance;
- Upselling services
Languages
Portuguese
Native or Bilingual
English
Full Professional
Spanish
Full Professional
Timeline
Guest Services Receptionist
Gaylord Opryland Resort & Convention Center
09.2024 - Current
Sales Associate
MSC Crociere
01.2023 - 03.2024
Bachelor of Science - Business Administration And Management
University of Maringa
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