Cassia Howe
New York
Summary
Accomplished hospitality professional with 7+ years delivering exceptional guest experiences and operational excellence in high-volume, luxury environments. Expert in leading teams, curating personalized VIP experiences, and optimizing operations to drive revenue, efficiency, and brand loyalty. Proficient in Opera PMS, Salesforce, Microsoft Office, and other digital hospitality platforms.
Overview
7
7
years of professional experience
Work History
Senior Hospitality Agent
Sonder
08.2023 - Current
- Deliver high-touch VIP experiences as primary guest liaison.
- Lead operations, coordinating guest services, housekeeping, and logistics.
- Conduct quality audits and maintain 5-star brand standards.
- Mentor team members in service excellence and operational systems.
- Coordinating experiences for guests such as decorations for
birthdays and anniversaries. - Utilize Opera PMS for reservations and room management; track guest preferences in Salesforce CRM to boost loyalty.
VIP Client Services Specialist
Air Charter Service
05.2022 - 08.2023
- Curated bespoke international travel experiences, providing tailored, VIP-level service to high-profile clients.
- Secured high-value bookings, building long-term client relationships through personalized engagement.
- Coordinated aircraft scheduling and operations, ensuring flawless execution of complex itineraries.
- Anticipated client preferences and delivered elevated experiences, enhancing loyalty and repeat business.
- Utilized CRM software to track sales activities and maintain accurate records of client interactions.
Guest Experience Specialist
Fhitting Room
06.2021 - 03.2022
- Delivered exceptional client experiences while managing studio operations and ensuring smooth daily workflows.
- Assisted clients with class reservations and merchandise purchases using Mariana Tek POS system, maintaining accuracy and efficiency.
- Proactively addressed client inquiries via phone and email, resolving issues with professionalism and a customer-first approach.
- Monitored inventory and maintained detailed daily records to support operational excellence and seamless studio management.
Sales Associate
Footlocker Retail
03.2019 - 05.2022
- Exceeded sales goals through personalized client engagement.
- Maintained brand standards and optimized store operations.
- Operated point-of-sale systems efficiently, ensuring smooth transaction processes.
- Collaborated with team members to achieve sales targets and improve customer service strategies.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
Guest Service Associate
Howard Hughes
10.2018 - 03.2019
- Provided exceptional guest service by issuing tickets, processing payments, and guiding visitors through experiences.
- Delivered detailed information about facility offerings, policies, and special promotions, ensuring a seamless guest experience.
- Collaborated with team members to maintain clean, organized, and safe work areas, supporting operational efficiency and a welcoming environment.
- Implemented safety protocols to ensure a secure learning environment for all skaters.
Education
Certificate - Hospitality And Tourism Management
Jonathan M. Tisch Center of Hospitality - NYU
New York, NY12-2025
Associate of Science - Criminal Justice
Borough of Manhattan Community College
New York (City), NY01-2021
Skills
- VIP Guest Experience & Concierge Services
- Luxury Service Standards & Brand Compliance
- Team Leadership & Staff Development
- Operational Oversight & Process Optimization
- Client Relationship Management & Retention
- Scheduling, Staffing, & Resource Allocation
- Opera PMS, Salesforce CRM, Microsoft Office, Digital Hospitality Platforms
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Senior Hospitality Agent
Sonder
08.2023 - Current
VIP Client Services Specialist
Air Charter Service
05.2022 - 08.2023
Guest Experience Specialist
Fhitting Room
06.2021 - 03.2022
Sales Associate
Footlocker Retail
03.2019 - 05.2022
Guest Service Associate
Howard Hughes
10.2018 - 03.2019
Certificate - Hospitality And Tourism Management
Jonathan M. Tisch Center of Hospitality - NYU
Associate of Science - Criminal Justice
Borough of Manhattan Community College