Open to opportunities

Yojana Martínez

@yojanamartnez

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Front desk and reservations professional balancing guest satisfaction with efficient hotel operations.

Mexico

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What I'm looking for

I’m looking for a guest-facing role where I can apply my front desk and reservations experience, use hotel systems to coordinate smoothly, and be trusted to resolve issues quickly through clear communication and dependable follow-up.

I’m a customer service, front desk, and reservations professional who keeps guest experiences smooth while supporting business needs. I’m known for organized hotel procedures, clear communication, and strong multitasking across busy shifts.

I handle check-in and check-out, billing and payment collection, reservations and cancellations, and guest inquiries by phone and in person. I also document and resolve service issues, including conflicts, while coordinating effectively with multiple teams.

Across hotel, call center, and enrollment support roles, I’ve worked with reservation and hotel management systems (including Opera and Inssist) and practiced careful follow-up until issues are resolved. I’m C1 English, ready to bring hospitality excellence and reliable support to your guests and applicants.

Experience

Work history, roles, and key accomplishments

Current

Enrollment Associate

Current

Worldstrides

Oct 2024 - Present (1 year 9 months)

Reviewed and approved admissions documents for U.S. university students applying to study abroad programs. Provided student support on required documentation and followed up via phone, text messages, and email to ensure application requirements were completed by deadlines.

Student Support Documentation Requirements Internal Systems (Student Profile Management)Application Requirements Tracking

Telephone Operator

Picheta Restaurant

Dec 2023 - Oct 2024 (10 months)

Received messages and relayed information to the appropriate recipients and assisted customers with requests and inquiries. Answered phone calls and managed email communications, including handling reservation-related cancellations and modifications.

Phone Reception Email Communication Cancellations

Customer Service Representative

The Palace Company

Jul 2022 - Dec 2023 (1 year 5 months)

Assisted new customers and membership holders via phone and transferred calls to the appropriate departments based on customer needs. Managed customer complaints and service issues, processed service requests, and followed up until cases were resolved.

Call Center Customer Service Phone Support Complaint Handling Service Request Processing Member Services Call Center Customer Service

Reservations Assistant

Presidente Intercontinental Cozumel

Apr 2022 - Jul 2022 (3 months)

Prepared room quotations for future guest stays and managed customer inquiries via phone and email. Coordinated blackout dates and high-occupancy periods, processed advance purchase reservation payments, and updated next-day reservation reports for the Front Desk team.

Blackout Date Coordination High Occupancy Coordination Advance Purchase Reservation Payments Reservation Report Updates Front Desk Support

Front Desk Agent

Courtyard Marriott Mérida Hotel

Apr 2021 - Apr 2022 (1 year)

Completed guest check-in procedures and handled cash and credit card payments. Managed reservations and cancellations, supported guest requests and concerns, and worked with hotel management systems and reservation software including Inssist and Opera.

Cash Transactions Card Payment Reservation Management Cancellations Hotel Management Inssist Opera Guest Management

Reservations Agent

Hyatt Regency Mérida

Apr 2019 - Mar 2020 (11 months)

Managed group reservations and room block details in the Opera system as assigned by the Sales Department. Responded to reservation inquiries related to events, weddings, and conferences and entered rooming list information for group bookings.

Room Block Management Opera Event Wedding Conference Inquiries

Front Desk Agent

Hotel Zar Mérida

Mar 2019 - Aug 2019 (5 months)

Performed guest check-in and check-out procedures and managed reservations, cancellations, and guest inquiries. Assisted as a waiter and barista during designated shifts and operated reservation management systems.

Reservation Management Cancellations Reservations Management Administrative Support Conflict Resolution Customer Service Excellence

Front Desk Agent

Hotel Mision Express

Aug 2018 - Mar 2019 (7 months)

Welcomed guests and completed check-in procedures by verifying guest identification, registering guest information, and issuing room keys. Managed reservations and cancellations and provided customer service via phone and in person.

Room Key Issuance Guest Information Registration Reservation Management Cancellations Customer Service Phone Support