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.
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
Graduate, American Airlines Travel Academy Ft. Worth, TX August ••••• Travel Agency Operation/Sabre Computer System Training
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.
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