Zuleyma Santillanez

• Coordinate events and administrative operations while supporting leadership, sales, Marketing and resort teams.
  • Maintain Excel reports tracking client interactions and operational metrics with a high level of accuracy.
  • Process daily credit card receipts and financial documentation while ensuring compliance with company procedures.
  • Track event budgets, expenses, and financial records to support departmental goals and cost management.
  • Manage inbound and outbound communications, schedule events, confirm event details, and resolve customer inquiries.
  • Maintain confidential member information and update CRM systems with accurate documentation.
  • Coordinate with vendors, contractors, and cross-functional departments to ensure successful event execution.
  • Prepare reports, spreadsheets, and documentation for management review.
  • Deliver exceptional customer service to members, guests, and internal stakeholders while maintaining company service standards.
• Collaborated with marketing teams to promote events across multiple channels.
• Maintained accurate records of all activities related to special events including contracts, invoices, receipts and attendance lists.

• Oversaw banquet events to ensure smooth execution, exceptional guest service, and adherence to resort standards.
  • Served as lead captain during weddings, conferences, corporate meetings, and special events.
  • Supervised banquet servers and delegated responsibilities to ensure efficient event operations.
  • Coordinated event setup and breakdown activities, ensuring rooms, equipment, and service areas were prepared according to event specifications.
  • Assisted with inventory control, equipment organization, and event preparation duties.
  • Resolved guest concerns professionally and maintained a positive experience throughout events.
  • Worked closely with banquet management, kitchen staff, and event teams to ensure seamless service delivery.
  • Maintained high standards of professionalism, organization, and attention to detail in a fast-paced hospitality environment.

• Provided administrative support to sales leadership and operations teams in a high-volume resort environment.
  • Assisted in managing payroll review and submission for sales representatives and department team members, ensuring accurate timekeeping records and employee information.
  • Prepared, maintained, and distributed critical daily, weekly, and monthly company reports for leadership and operational teams.
  • Managed customer check-ins, documentation, appointment scheduling, and daily administrative workflows.
  • Maintained confidential member and employee records while updating CRM systems and internal databases with accuracy.
  • Assisted with reporting, data entry, spreadsheet management, and document preparation using Microsoft Excel and Outlook.
  • Coordinated communication between departments to ensure efficient operations and timely issue resolution.
  • Responded to inbound calls, answered customer inquiries, and provided exceptional customer service.
  • Supported office operations while maintaining professionalism, confidentiality, and organizational efficiency.
• Assisted with onboarding of new employees by providing information packets and training materials.
• Assisted in managing payroll review and submission for sales representatives and department team members, ensuring accurate timekeeping records and employee information.

• Greeted and welcomed guests while providing exceptional customer service in a high-volume dining environment.
• Managed waitlists, and seating arrangements to maximize guest satisfaction and operational efficiency.
  • Answered inbound phone calls, responded to guest inquiries, and assisted with restaurant requests.
  • Maintained accurate guest information and coordinated communication between guests, servers, and management.
  • Resolved guest concerns professionally and escalated issues when appropriate to ensure a positive dining experience.
  • Collaborated with team members to support restaurant operations during peak business periods.
  • Maintained a professional appearance and upheld company service standards at all times.

• Welcomed and checked in members while coordinating daily sales presentation schedules.
• Maintained accurate member records, reports, and spreadsheets using Microsoft Excel and Outlook.
• Processed documentation and performed high-volume data entry with a strong focus on accuracy.
• Conducted inventory audits and maintained detailed financial and operational records.
• Assisted with payment processing, gift inventory controls, and reconciliation activities.
• Managed inbound calls, confirmed appointments, and responded to customer inquiries.
• Provided bilingual customer service in English and Spanish, ensuring positive guest experiences.
• Maintained confidentiality of member information while adhering to company policies and procedures