Summary

Overview

Work History

Education

Skills

Languages

Timeline

Ann-Christin Spillert

Miami,FL

Summary

Dynamic hospitality professional with extensive experience in guest services, operations management and team leadership. Strong focus on team collaboration to achieve exceptional results, adapting efficiently to changing needs. Skilled in customer relations, conflict resolution, and staff training, with commitment to delivering high-quality experiences. Known for reliability, flexibility, and fostering positive work environment that drives performance and loyalty.

Overview

years of professional experience

Work History

Hotel Operations Manager

East Hotel & Restaurant GmbH

06.2024 - 04.2025

Facilitated seamless communication between departments to enhance overall efficiency and effectiveness.
Enhanced guest experiences by regularly updating amenities, facilities, and services based on customer feedback.
Developed and maintained strong relationships with vendors, negotiating favorable contracts for goods and services.
Managed daily hotel operations, ensuring smooth functioning and excellent customer service.
Provided exceptional support during high-profile events by coordinating logistics and ensuring flawless execution.
Organized staff schedules efficiently to ensure adequate coverage during peak hours while minimizing labor costs.
Maintained strict adherence to safety regulations, ensuring a secure environment for guests and employees alike.
Improved guest satisfaction by implementing efficient operational processes and enhancing staff training programs.
Promoted a culture of continuous learning among staff members by organizing relevant training opportunities that enhanced skills and performance.
Conducted regular performance evaluations of staff members, providing constructive feedback for continuous improvement.
Collaborated with HR department in recruiting top talent for various positions within the hotel''s operation team.
Hired and trained new employees, demonstrating best methods for serving clients and guests.
Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Solicited and reviewed guest feedback and promptly resolved complaints.
Evaluated and promptly resolved lodging facility operational issues.

Instructor for Hospitality Apprentices

East Hotel & Restaurant GmbH

02.2023 - 04.2025

Promoted a positive learning environment by establishing clear expectations
Tracked apprentices progress, frequently checking in with struggling apprentices and identifying root causes of problems.
Boosted apprentices performance by providing individualized support and targeted feedback.
Initiated new learning methods.
Optimized day-to-day instruction to align educational strategies with industry best practices.
Assisted in curriculum development, ensuring alignment with state standards and best practices for effective instruction.
Encouraged apprentices-led initiatives, promoting leadership skills.
Enhanced apprentice critical thinking skills through problem-based learning activities.
Fostered positive learning environment, encouraging apprentice to express their ideas and questions freely.
Participated in department meetings to provide input to colleagues about apprentices achievement and improvement.

Preferred Hotels & Resorts Ambassador

East Hotel & Restaurant GmbH

07.2022 - 04.2025

Promoted good guest relations and premier guest satisfaction.
Greeted guests to create welcoming atmosphere.
Assisted team with operational policies and procedures to uphold Preferred Hotels & Resorts standards
Built relationships with key guests of the program
Implemented trainings on Preferred Hotels & Resorts standards
Managed points program of our guests

Junior Hotel Operations Manager

East Hotel & Restaurant GmbH

07.2022 - 05.2024

Optimized inventory management systems to reduce waste while maintaining property standards.
Incorporated sustainable practices into daily operations, reducing environmental impact without sacrificing quality or service levels.
Implemented successful strategies to increase customer satisfaction.
Greeted and assisted guests by gathering information pertaining to reservations or requests.
Oversaw day-to-day operations of 172-room hotel with staff of 30 employees.
Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
Facilitated seamless communication between departments to enhance overall efficiency and effectiveness.
Promoted a culture of continuous learning among staff members by organizing relevant training opportunities that enhanced skills and performance.
Trained new employees, demonstrating best methods for serving clients and guests.

Hotel Reservations Manager

The Setai Miami Beach

02.2021 - 03.2022

Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
Managed team of reservation agents, ensuring high-quality service and accurate bookings.
Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Improved staffing during busy periods by creating employee schedules
Established team priorities, maintained schedules and monitored performance.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.

Leading Hotels of the World Ambassador

The Setai Miami Beach

02.2021 - 03.2022

Promoted and represented the brand on property
Client engagement
Sharing knowledge by training staff on LHW standards

Reservations Agent

The Setai Miami Beach

02.2019 - 02.2021

Developed strong relationships with clients through excellent customer service and regular followups.
Participated in ongoing training programs to enhance skills
Assisted call-in customers with questions and orders.
Explained features and advantages of services to promote sales.
Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
Contributed to revenue growth by upselling room upgrades, packages, and additional services during the booking process.
Addressed customer concerns and resolved issues, resulting in improved guest relations.
Maintained up-to-date knowledge of hotel promotions, rates, and availability for accurate bookings.
Utilized various software systems for efficient reservation processing and data management.
Assisted guests in selecting suitable accommodations based on their preferences and budget.
Managed large call volumes, maintaining professionalism and attention to detail under pressure.
Collaborated with other departments to ensure seamless guest experience from reservation to checkout.
Delivered exceptional service through active listening, empathy, and clear communication with guests during phone interactions.

Front Office Agent

The Setai Miami Beach

10.2017 - 02.2019

Enhanced guest satisfaction by providing efficient check-in and check-out processes.
Collaborated with housekeeping staff to ensure rooms were ready for guests upon arrival.
Updated hotel information systems regularly, enabling accurate record keeping and seamless communication between departments.
Handled sensitive guest information discreetly, maintaining confidentiality and trust at all times.
Managed guest complaints effectively, ensuring prompt resolution and maintaining customer loyalty.
Processed payments accurately and efficiently, minimizing billing discrepancies and disputes.
Addressed maintenance issues promptly, ensuring minimal disruption to guests'' stays.
Greeted visitors and guests upon arrival, offered assistance, and answered questions accordingly

Hospitality Apprentice

East Hotel & Restaurant GmbH

08.2014 - 07.2017

Worked under guidance of experienced professionals to learn best practices and techniques In all operational departments of the Hotel.
Demonstrated eagerness to learn by asking questions and seeking clarification when necessary.
Enhanced practical skills by assisting experienced professionals in various tasks.
Adhered to company policies, procedures, and safety guidelines during daily work activities.
Exhibited strong work ethic by consistently arriving on time, completing tasks diligently.
Received constructive feedback from mentors, leading to improved performance and increased knowledge.
Built strong relationships with team members and supervisors, fostering a positive work environment.
Assisted with problem-solving of challenging projects to develop critical thinking skills.
Streamlined apprentice training process, enabling new apprentices to become productive more quickly.
Contributed to guest satisfaction by providing timely and courteous service during on-site assignments.

Education

GED -

Erich Kaestner Gesamtschule

Hamburg, Germany

07-2013

Skills

Customer relationship management
Attention to detail
Team leadership
Product knowledge
Brand awareness
Staff training and development

Strong task management
Reliability
Adaptability and flexibility
Interviewing and hiring
Conflict resolution

Languages

Spanish

Elementary

English

Full Professional

German

Erich Kaestner Gesamtschule

Ann-Christin Spillert

Summary

Overview

Work History

Hotel Operations Manager

Instructor for Hospitality Apprentices

Preferred Hotels & Resorts Ambassador

Junior Hotel Operations Manager

Hotel Reservations Manager

Leading Hotels of the World Ambassador

Reservations Agent

Front Office Agent

Hospitality Apprentice

Education

GED -

Skills

Languages

Timeline

Hotel Operations Manager

Instructor for Hospitality Apprentices

Preferred Hotels & Resorts Ambassador

Junior Hotel Operations Manager

Hotel Reservations Manager

Leading Hotels of the World Ambassador

Reservations Agent

Front Office Agent

Hospitality Apprentice

GED -

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