Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Xylia Liranzo

Ceiba,P.R

Summary

Dedicated professional with over 10 years of experience in the tourism industry. Adept at delivering exceptional guest experiences, managing operations, and fostering positive relationships with clients. Passionate about exceeding client expectations while driving growth and sustainable tourism practices. Ready to bring creative solutions and industry knowledge to enhance customer satisfaction and operational success.

Overview

9
9
years of professional experience
5
5
years of post-secondary education

Work history

Greeter

Group Services Inc.
San Juan
12.2024 - Current
  • Controlled customer complaints calmly and professionally, resolving customer issues in a timely manner
  • Provided warm and friendly greeting to ensure positive first impression.
  • Guided guests towards venue, event, or services and answering any questions they may have.
  • Ensuring smooth movement of guests, avoiding overcrowding, and maintaining an organized entrance experience.
  • Created welcoming atmosphere that aligns with organization's values and standards.
  • Handed out brochures, tickets, or other relevant items to guests upon arrival.
  • Coordinated transport arrangements efficiently, enabling easy commute for guests.

Tour Sales Representative

Eco Adventures Kayaks
Fajardo
08.2016 - 07.2023
  • Handled 50+ customer interactions per day, giving detailed, personalized, friendly service to ensure customer retention and satisfaction.
  • Boosted company recognition and visibility through a strategic and diversified advertising approach, leveraging digital platforms, print media, and social channels to drive brand awareness and engagement
  • Trained new employees in customer service relations, conflict resolution, and data entry practices
  • Developed safety protocols and procedures to ensure the safety of tour groups during their trips
  • Efficiently managed a high volume of continuous phone calls, handled reservations, and responded to customer inquiries with professionalism and poise, ensuring a seamless and positive experience for all clients.
  • Processed payments and issued receipts
  • Monitored and evaluated employee performance, providing feedback and coaching to ensure job expectations were met

Hostel manager

Luquillo Beach Hostel
Luquillo
01.2018 - 10.2022
  • Managed Hostel operations such as Housekeeping, Front Desk, Marketing and maintained professional connections with Hotel Supply Vendors.
  • Ensured hostel rooms were adequately stocked and to a high cleanliness standard
  • Greeted guests and visitors warmly and professionally, enhancing the hostel's reputation for excellent customer service
  • Successfully elevated the hostel's service standards and guest experience, achieving exceptional reviews and ratings within the first year of operation.
  • Handled all financial transactions, including processing payments, issuing refunds, and handling invoices with precision and efficiency, ensuring accurate record-keeping and customer satisfaction
  • Experienced with various platforms such as booking.com, airbnb, hostelworld, and expedia.
  • Resolved conflicts amongst guests, maintained harmonious living environment.

Education

Bachelor of Business Administration - Tourism

Universidad Interamericana
Fajardo, null
08.2016 - 05.2021

Skills

  • Bilingual
  • Multitasking
  • Adaptability
  • Customer Service
  • Managerial skills
  • Communication proficiency
  • Attention to Detail

Languages

English
Fluent
Spanish
Fluent

Timeline

Greeter

Group Services Inc.
12.2024 - Current

Hostel manager

Luquillo Beach Hostel
01.2018 - 10.2022

Tour Sales Representative

Eco Adventures Kayaks
08.2016 - 07.2023

Bachelor of Business Administration - Tourism

Universidad Interamericana
08.2016 - 05.2021

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Xylia Liranzo