Summary
Personable, experienced, and dynamic service professional with over a decade of experience offering proven success assisting, coordinating, and insuring quality in all aspects of management, customer service, retail sales, guest service, travel industry, and hospitality sectors.
Technical Skills
Microsoft Windows ••••• * Word * Excel * PowerPoint * Netscape Calendar * Outlook * Access * Lotus Notes
Amadeus CRS * Apollo CRS * AS••••• CRS * Fidelio CRS * LMS CRS * Opera CRS * Sabre CRS
Foreign Language Skills
Fluent : French, Italian, and Portuguese
Conversant : German, and Spanish
Education
Graduate, American Airlines Travel Academy
Ft. Worth, TX August •••••
Travel Agency Operation/Sabre Computer System Training
Professional Experience
PIERRE HOTEL, New York, NY •••••November •••••July •••••
Front Desk Agent/Concierge/Guest Relations Assistant
*Performed Front Office duties as assigned by management
*Cross trained with Concierge, and Guest Relations Manager.
*Provided point of contact for guests of the Pierre Hotel.
*Tracked financial reports, housekeeping reports, arrival reports, and departure reports.
*Assisted with escort and acted as point of contact for high level guests inclusive of dignitaries.
*Performed language translation for Italian, French, and Portuguese speaking Pierre Hotel guests.
*Received Letters of Gratitude from guests and management for stellar customer service.
HOTEL PENNSYLVANIA, New York, NY •••••December •••••July •••••
Front Desk Manager/Airline Sales Manager
*Provide assistance to the Front Office Director; coordinate staffing, set and product correspondence.
*Coordinate meetings and walk-through tours with potential corporate clients.
*Acting Sales Manager for airlines accounts which accounted for $5 M of hotel revenue
*Airline accounts: Delta, Egypt Air, Korean, LAN, Pakistan, Swiss, US Airways
*Assisted in training Front Desk and Crew Desk Agents in conversion from Fidelio to Opera Software.
*Provided detailed reports for Management to reflect rooming, lost revenue, and anticipated occupancy
*Process Revenue reports, Employee Production reports for Front Office Director and General Manager.
*Process new hire orientation and training.
ITALIAN IMPORTING COMPANY, Sacramento, CA •••••November •••••November •••••
Merchandising Manager/Catering Manager
*Provide assistance to Store Director, with implementation of merchandising, and managerial duties.
*Coordinate meetings and product launches with direct vendors.
*Coordinate all aspects of retail merchandising and store planning
*Responsible for all aspects of purchasing from vendors.
*Process inventory reports for Store Director and Direct Reports.
*Process new hire orientation and training.
*Coordinate special events and catering menus.
*Provide language translation for Italian and French speaking clients/vendors.
LAKE HOTEL, Bernau am Chiemsee, Germany •••••November ••••• - October •••••
Front Desk Manager
*Provide assistance to the General Manager; coordinate staffing, set and product correspondence.
*Coordinate meetings and walk-through tours with clients to prospect group sales.
*Assisted in training Front Desk Agents in Customer Service and Problem Resolution skills.
*Provided detailed reports for Management to reflect rooming, lost revenue, and anticipated occupancy.
*Coordinate all aspects of Front Office.
*Process Revenue reports, Employee Production reports for Revenue Manager and General Manager.
*Ensure employees adhere to the highest level of both customer service and property knowledge.
*Process new hire orientation and training.
Additional Experience
Venetian Hotel, Las Vegas, NV •••••May ••••• - November •••••
Front Desk Agent/VIP Services Agent
Travelocity/Preview Travel, Rancho Cordova/San Francisco, CA •••••July ••••• - April •••••
Vacation Sales Supervisor/Customer Service Supervisor
Diplomat Tours/••••• Fly Cheap, Sacramento, CA •••••June ••••• – July •••••
Account Manager/Call Center Supervisor
