Yakena Gibson
Providenciales
Summary
Customer-focused professional with a warm, approachable style and proven experience in customer relations, administrative support, and smooth check-in/check-out operations. Known for staying calm under pressure, adapting quickly to new environments, and bringing a creative, solution-driven mindset to challenges. Combines strong communication and teamwork skills with a genuine passion for creating positive guest experiences and fostering a collaborative work atmosphere.
Overview
11
11
years of professional experience
Work History
Room Reservations Agent
Point Grace Resort
12.2022 - Current
- Prepared reports on guest satisfaction levels and other metrics.
- Developed and maintained positive relationships with guests for satisfaction.
- Enforced policies and procedures to increase efficiency.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Worked closely with front desk to achieve full occupancy of property.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Guest Service Agent
Point Grace Resort
12.2021 - 12.2022
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Collected room balances, fees, and payments.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Greeted guests upon arrival and offered assistance.
- Provided accurate information regarding local attractions, restaurants and activities.
- Scheduled and confirmed restaurant reservations for guests.
- Managed check-in and check-out procedures for guests.
- Upheld hotel policies and procedures by providing high level of customer service.
- Maintained accurate and up-to-date records of guest information.
Front Desk Agent
Ocean Club Resorts
10.2018 - 10.2021
- Managed customer complaints and rectified issues to complete satisfaction.
- Pleasantly greeted every guest approaching front desk, maintaining pleasant demeanor even during moments of stress.
- Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Educated guests regarding important property information and directions to all areas of hotel, including casino, gift shop and restaurants.
- Monitored safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
Front End Cashier
Graceway IGA
11.2017 - 07.2018
- Handled cash, card, check, gift card and coupon transactions for customer purchases.
- Addressed and resolved customer complaints with friendly and level-headed assistance.
- Learned roles of other departments to provide coverage and keep store operational.
- Processed customer payments quickly and returned exact change and receipts.
- Trained new employees in cashiering procedures, offering assistance in resolving various customer issues.
Surveyor
Digicel
07.2014 - 08.2014
- Documented survey findings and prepared detailed reports and plats.
- INTERNSHIP
Concierge
The Palms
07.2014 - 07.2014
- Managed transportation arrangements to and from airport, train station and local events for visitors.
- Updated front desk's concierge book to maintain most relevant visitor information.
- Scheduled deliveries of various items including flowers, gifts, and balloons and made guest reservations for spa services and dining.
- INTERNSHIP
Education
High School Diploma - English A, Science, English B, Mathematics, Social Studies, Clothing & Textiles, Foods & Nutrition
Raymond Gardiner High School
North Caicos 06-2015
Skills
- Conflict management
- RDP software, Microsoft and Excel
- Opera PMS
- Revinate
- Synxis
- Safety and security procedures
- Guest relations
- Time management
- Administrative skills
- Complaint management
Awards
Perfect Attendance Award – 2018/2019, Employee of The Month “ Your ability to work well under pressure”
Timeline
Room Reservations Agent
Point Grace Resort
12.2022 - Current
Guest Service Agent
Point Grace Resort
12.2021 - 12.2022
Front Desk Agent
Ocean Club Resorts
10.2018 - 10.2021
Front End Cashier
Graceway IGA
11.2017 - 07.2018
Surveyor
Digicel
07.2014 - 08.2014
Concierge
The Palms
07.2014 - 07.2014
High School Diploma - English A, Science, English B, Mathematics, Social Studies, Clothing & Textiles, Foods & Nutrition
Raymond Gardiner High School
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