Carmen Norma Nussa
Summary
Knowledgeable [Desired Position] with solid background in coordinating and overseeing large-scale events. Consistently ensured smooth operations and guest satisfaction through effective planning and problem-solving. Demonstrated excellence in team leadership and adapting to dynamic event requirements.
Overview
19
19
years of professional experience
Work History
Front Guest Service / Banquet Captain
The Terrace Hotel of Lakeland/ NHG
Lakeland, Florida
01.2021 - Current
- Ensure proper standards of hospitality are provided for guest and visitors
- Ensure all pending arrival information is accurate
- Check in/check out arriving/departing members and guests, makes room reservations, and performs Front Desk related functions
- Follow through on member, owner, and guest requests and/or concerns in a timely manner
- Verify guest information (i.e
- For additional keys, telephone calls, and packages)
- Answer the telephone with proper etiquette and transfer calls accordingly
- Communicate with all internal departments including PBX, housekeeping, engineering, and security
- Complete Front Desk Agent checklist daily
- Performs other related duties as assigned
Front Desk Agent
Parkway International Resort/ Diamond Resorts
Kissimmee, Florida
01.2018 - 01.2020
- Ensure proper standards of hospitality are provided to all members, owners, and guests on property and/or via telephone
- Ensure all pending arrival information is accurate
- Check in/check out arriving/departing members, owners, and guests, makes room reservations, and performs Front Desk related functions
- Follow through on member, owner, and guest requests and/or concerns in a timely manner
- Verify member, owner, and guest information (i.e
- For additional keys, telephone calls, and packages)
- Answer the telephone with proper etiquette and transfer calls accordingly
- Communicate with all internal departments including PBX, housekeeping, engineering, and security
- Complete Front Desk Agent checklist daily
- Performs other related duties as assigned
Receptionist/HR Assistant
ServiceMaster Clean
Lakeland, Florida
01.2016 - 01.2018
- Welcoming and greeting visitors, answering and screening calls
- Provide HR department with evaluating candidates to ensure they meet company hiring standards interviews and orientation for new hires including drug testing, employee packet and orientation and training
- Interviewing Spanish applicants
- Perform general clerical duties to include but not limited to photocopying, faxing and filing
Resort Services Coordinator/ Resort Services
Orange Lake Resort and Country Club
Kissimmee, Florida
01.2007 - 01.2009
- Answered phones in a call center environment
- Responded to guest complaints, resolved issues and problems to maintain positive guest services experience
- Followed up in a timely matter all guest concerns
- Functioned as the first point of contact for owners and guest inquiries; addressed them in a professional and courteous manner
- Follow up for guest satisfaction
- Updated information for timeshare owner inquiries
- Maintained and updated all contacts that required other departments involvements via email
- Made daily report to departmental GM, Managers of issues and resolutions
Administrative Assistant I / Human Resource
Orange Lake Resort and Country Club
Kissimmee, Florida
01.2007 - 01.2009
- Provided general support to recruiting department with new hire packets and paperwork
- Responsible for departmental filing and ensured compliance with all record keeping
- Received, reviewed and process documents pertaining to new hire
- Verified for completeness, accuracy and compliance with established policy
- Maintenance and updates documentation tracking systems and databases; confirmed proper recorded, approval and disposition
- Provided coverage for front desk reception and assisted all potential employees
Education
Administrative - Human Resources
University of Puerto Rico
Rio Piedras, Puerto Rico01.1972
High School -
William Howard Taft High School
Bronx, New York01.1969
Skills
- Maintain effective working relationships
- Analyze and resolve issues
- Interact with internal and external customers
- Communicate with international guests
- Willingness to take new responsibilities
- Working knowledge of Microsoft Word, Excel
- OnQ System
- PEP System
Accomplishments
- Collaborated with a team of 3 to 6 in the development of banquet ethics.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Documented and resolved [Issue] which led to [Results].
- Supervised team of 2 to 6 staff members.
Languages
Spanish
Native or Bilingual
Timeline
Front Guest Service / Banquet Captain
The Terrace Hotel of Lakeland/ NHG
01.2021 - Current
Front Desk Agent
Parkway International Resort/ Diamond Resorts
01.2018 - 01.2020
Receptionist/HR Assistant
ServiceMaster Clean
01.2016 - 01.2018
Resort Services Coordinator/ Resort Services
Orange Lake Resort and Country Club
01.2007 - 01.2009
Administrative Assistant I / Human Resource
Orange Lake Resort and Country Club
01.2007 - 01.2009
High School -
William Howard Taft High School
Administrative - Human Resources
University of Puerto Rico