Yankarlos Zapata
Bavaro, Punta Cana
Summary
Professional in the hospitality industry by passion and vocation. Determined, motivated, enthusiastic and optimistic. Faithful believer that in the collective effort and achievements lies the success of the whole team.
Overview
12
12
years of professional experience
Work History
Guest Service Manager
Royalton Punta Cana Complex
2021.06 - Current
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Managed team of Guest Service Department, fostering a supportive work environment and enhancing overall performance.
Guest Relations Assistant Manager Officer
Bahamas Paradise Cruise Line
2019.02 - 2020.04
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
- Maintained exceptional communication with guests, ensuring their needs were met in a timely manner.
- Ensured accurate billing practices by thoroughly reviewing invoices before presenting them to guests.
- Trained new team members on company policies and procedures, ensuring consistency in service delivery across staff members.
Guest Relations Manager
SanRiver Alimentos
2017.12 - 2019.01
- Plan, evaluate, direct and organize activities that contribute to the strengthening of the brand with partners and future business partners.
- Assist executives in writing speeches, organizing interviews and other forms of public contact.
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Efficiently and effectively manage the budget allocated for the Public Relations Department.
Reception Assistant Manager
Bahia Principe Fantasia
2016.10 - 2017.10
- Improved customer satisfaction by implementing efficient front desk procedures and streamlining check-in/check-out processes.
- Collaborated with other department managers to create seamless guest experiences across all hotel services.
- Assisted in the hiring, training, and mentoring of new staff members, fostering a collaborative work environment focused on excellent customer service.
- Reduced wait times for guests during check-in/out processes by implementing a more efficient system for handling paperwork, keys, and other essential items.
Guest Relations Assistant Manager
Iberostar Punta Cana & Dominicana
2014.05 - 2016.01
- Cooperate with the GRM in the day-to-day operations of the hotel, as well as participate in interviewing, hiring, directing and supervising new staff.
- Gather, analyze and report with statistical data on the number of guests served, both repeat and first time, popularity of services offered and most common complaints.
- Assist in the supervision of the Guest Relations and related staff, which includes customer service agents, bellhops, room service and chambermaids.
- Managed complaints professionally, taking appropriate action to rectify situations and avoid further dissatisfaction.
Guest Experience Concierge
Paradisus Punta Cana
2012.11 - 2013.06
- Answering internal and external phone calls according to the standards established by the company.
- Welcoming members, honeymooners and VIP guests, complying with the protocols established by the hotel.
- Making restaurant reservations, handling complaints and following up on Guest Experience Concierge email.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
Education
Master in Hotel Management. - Tourism And Travel Management.
CETT-Universidad De Barcelona.
Barcelona, Spain.06.2012
Bachelor's Degree in Tourism Business Administration - Hotel Management.
Universidad Tecnológica De Santiago (UTESA).
Puerto Plata, Dominican Republic.09.2009
Skills
- Guest accommodations
- Staff Training and Development
- Operations Management
- Complaint Handling
- Team Management
Languages
Spanish
Proficient
C2
English
Proficient
C2
French
Advanced
C1
Phone
+1809-574-0749 / +1829-219-9022
Timeline
Guest Service Manager
Royalton Punta Cana Complex
2021.06 - Current
Guest Relations Assistant Manager Officer
Bahamas Paradise Cruise Line
2019.02 - 2020.04
Guest Relations Manager
SanRiver Alimentos
2017.12 - 2019.01
Reception Assistant Manager
Bahia Principe Fantasia
2016.10 - 2017.10
Guest Relations Assistant Manager
Iberostar Punta Cana & Dominicana
2014.05 - 2016.01
Guest Experience Concierge
Paradisus Punta Cana
2012.11 - 2013.06
Master in Hotel Management. - Tourism And Travel Management.
CETT-Universidad De Barcelona.
Bachelor's Degree in Tourism Business Administration - Hotel Management.
Universidad Tecnológica De Santiago (UTESA).
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