Carla Castiglia
Odenton,MD
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful hotel setting. Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Skilled Kitchen Manager knowledgeable about best practices, safe food handling and inventory management. Energetic Kitchen Manager enthusiastic about working with high-performance teams. Personable, responsible and hardworking professional. Dedicated to innovative dishes, effective budgeting and top-of-the-line customer service.
Overview
23
23
years of professional experience
Work History
Front Desk Agent/Kitchen Manager
Hyatt Place
Ocean City, MD
03.2020 - Current
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
President/Owner/Event Planner
Self
Annapolis, MD
01.2001 - Current
- Enhanced company performance by implementing strategic plans and overseeing daily operations.
- Developed strong partnerships with cross-functional teams for improved collaboration and efficiency.
- Streamlined organizational processes by evaluating current systems and implementing improvements.
- Increased customer satisfaction through continuous improvement initiatives and excellent customer service.
- Led successful merger negotiations, resulting in expanded market share and increased profitability.
- Championed corporate social responsibility initiatives, fostering goodwill within the community and industry.
- Drove revenue growth by expanding product offerings and identifying new market opportunities.
- Directed change management initiatives that aligned employees with evolving business objectives.
Special Investigator
KeyPoint Government Solutions
Annapolis
02.2015 - 01.2016
- Enhanced case resolution efficiency by conducting thorough investigations and analyzing evidence.
- Reduced fraudulent activities through diligent surveillance and documentation of suspicious behavior.
- Supported legal proceedings by providing accurate and detailed reports on investigation findings.
- Streamlined investigative processes with the implementation of advanced research techniques and tools.
- Collaborated with law enforcement agencies to share information, facilitating successful case resolutions.
- Expedited case closures by effectively prioritizing tasks based on urgency and importance.
- Ensured compliance with all relevant laws, regulations, and policies while conducting investigations.
Research Investigator
West River Group
Washington DC
02.2004 - 01.2014
- Increased research efficiency by implementing and streamlining data collection processes.
- Enhanced project outcomes by collaborating with interdisciplinary teams on research investigations.
- Developed comprehensive strategies for complex research projects, resulting in successful completion within timelines and budget constraints.
- Expanded knowledge base in the field by conducting thorough literature reviews and staying current on industry advancements.
- Reviewed and extracted subpoenaed data to support FBI Investigation.
- Support and assist investigators on complex investigations, parparing charts and grafts
Education
Associate of Arts - Interdisciplinary Studies
Norwalk Community College
Norwalk, CT05.1987
Skills
- Transportation Information
- Registration Processing
- Credit and Cash Payments
- Front Office Support
- Automated Telephone Systems
- Report Generation
- Room Assignments
- Information Protection
- Guest Relations
- Safety and Security Procedures
- Guest Services
- Reservations
- Conflict and Issue Documentation
- Cash Handling
- Front Desk Management
- Administrative Support
- Hospitality Services
- Clerical Duties
- Hospitality Best Practices
- Listening Skills
- Corporate Branding
- Registration
- Conflict Management
- POS Systems
- Oral and Written Communications
- File Management
- Word Processing
- Office Management
- Professionalism
- Telephone Etiquette
- Computer Proficiency
- Interpersonal Skills
- Attention to Detail
- Microsoft Office
- Invoicing and Billing
- Office Organization
- Customer Service Management
- Phone and Email Etiquette
Timeline
Front Desk Agent/Kitchen Manager
Hyatt Place
03.2020 - Current
Special Investigator
KeyPoint Government Solutions
02.2015 - 01.2016
Research Investigator
West River Group
02.2004 - 01.2014
President/Owner/Event Planner
Self
01.2001 - Current
Associate of Arts - Interdisciplinary Studies
Norwalk Community College