Microsoft Word
Chelsea De Silva
Hospitality Management And Travel Tourism Professional
Fort Lauderdale,FL
Summary
Enthusiastic hotelier eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of the Lodging Management System and Microsoft Office and training in hotel operations. Motivated to learn, grow and excel in the Hospitality Industry. Opened the first Guitar Hotel at the Seminole Hard Rock Hotel and Casino. Worked and helped organize events during 2020's Super Bowl LIV. Worked and helped organize events at hotel during the Shawn Carter Foundation Gala that raised $6 million towards their foundation and the resort.
Overview
2
2
Languages
2
2
Certifications
6
6
years of post-secondary education
8
8
years of professional experience
Work History
VIP Services Representative
Seminole Hard Rock Hotel & Casino
Hollywood, FL
09.2019 - Current
- Thoroughly adheres to proper preregistration, pre-approved Butler list credit, applying comps check-cashing, and cash handling policies and procedures.
- Reviews out-of-order and off-market rooms on a daily basis for validity.
- Maintains open communication with other Hotel Operations departments and Managers to ensure our high end guests are fully satisfied.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Arranged accommodations and travel plans for visitors and presented updated itineraries.
- Maintained financial accuracy by collecting deposits, fees and payments.
- Immediately contacted housekeeping staff and maintenance department regarding guest room issues, including work orders and offering room moves to promote quick remediation.
In-Room Dining Attendant
Seminole Hard Rock Hotel & Casino
Hollywood, FL
12.2019 - Current
- While adhering to the VIP Services role, our department also serves our VIP clientele with amenities including but not limited to croissants, chocolate covered strawberries, macaroons, cookies, pastries and freshly made juices daily.
- Delivered exceptional guest experiences through attentive service and quick response to issues.
- Monitored temperature of cases, shelves and storage areas and reported failures to manager.
- Monitored dining room inventory and replenished as necessary.
- Set up advertising signs and displays on shelves, counters and tables.
- Set up and broke down buffet and other self-service areas, organizing components in logical and visually pleasing manner.
Cabana Butler
Seminole Hard Rock Hotel & Casino
Hollywood, FL
07.2018 - 09.2019
- Maintained professional yet personable relationship with employer by observing social boundaries and standards of privacy and confidentiality.
- Planned, prepared and served meals and snacks according to prescribed diets.
- Handled all incoming information requests for several busy executives.
- Created orders, documented special requests and followed up with kitchen personnel to foster top-quality service and minimize complaints.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Trained incoming staff on restaurant's practices, culture and procedures to maximize job satisfaction and productivity.
- Kept track of event finances, including initial deposits, due payments and final balances.
Pool Attendant Supervisor
Seminole Hard Rock Hotel & Casino
Hollywood, FL
01.2018 - 09.2019
- Check in guest of the hotel into the pool deck while walking guests to set chairs and towel displays.
- Increase daily revenue sales by offering Standard and VIP Cabanas to guests.
- Monitor usage of the pool deck to ensure all guests have required wristbands and were satisfied with towels
- Detailed factors such as weather, incidents and aid rendered in daily reports to management.
- Observed recreational users to detect safety concerns and prevent ongoing violations.
- Followed posted height and age restrictions and denied access to attraction for guests under minimum requirements.
- Conducted inventory, stocking and merchandising to track supplies and placed bi-weekly orders.
- Leveraged POS system to sell tickets, passes, food and retail items.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Interviewed, hired and trained new employees for pool attendant and management positions.
Guest Service Representative
IPic Theaters
North Miami Beach, FL
01.2018 - 01.2019
- Increase daily revenue sales by selling movie tickets for guests using our computer system.
- Organize the reservations for the guests for the theaters as well as the reservations for our Tuck Room restaurant.
- Work the phones answering questions for guest as well as making reservations for events, refunding tickets, swapping tickets.
- Directed ticket holders to seats and facility locations.
- Sold admission, processed payments and issued tickets.
- Assisted patrons with seating by giving directions and lighting paths.
- Delivered food items to tables ensuring each restaurant patron received correct order.
- Assisted servers with table settings and beverage refills to support high-volume shifts.
- Answered questions from restaurant patrons regarding menu items.
- Greeted and maintained relationships with regular customers.
Sales Associate
Calvin Klein
Estero, FL
07.2015 - 08.2017
- Maintained records related to sales, returns and inventory availability.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs.
- Tracked stock using company inventory management software.
- Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications.
- Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise.
- Prepared merchandise for sales floor by pricing or tagging.
Education
High School Diploma -
Lehigh Senior High School
Lehigh Acres, FL 08.2012 - 07.2016
Bachelor of Science - Hospitality Management And Travel Tourism
Florida International University
Miami, FL 08.2017 - 07.2019
Skills
Food preparation and safety
Accomplishments
- Worked and coordinated the grand opening of the Guitar Hotel at the Seminole Hard Rock Hotel and Casino.
- Volunteered with chefs including Jose Andres, Bobby Flay, Andrew Zimmern, and more at the annual Food Network Wine and Food Festival.
- Coordinated with event staff for the Super Bowl LIV commercial that included Jennifer Lopez, DJ Khaled, Pitbull at the Guitar Hotel.
Software
Microsoft PowerPoint
Microsoft Excel
Microsoft Outlook
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
ServSafe: Food Protection Manager Certification
Quote
I think if hospitality is not genuine, it's not hospitality. You cannot "act" the part of hospitality. You can't pretend that you're on my side. You can't pretend that you care about making me feel better than I would have felt if I had never met you.
Danny Meyer
Timeline
In-Room Dining Attendant
Seminole Hard Rock Hotel & Casino
12.2019 - Current
VIP Services Representative
Seminole Hard Rock Hotel & Casino
09.2019 - Current
Cabana Butler
Seminole Hard Rock Hotel & Casino
07.2018 - 09.2019
Pool Attendant Supervisor
Seminole Hard Rock Hotel & Casino
01.2018 - 09.2019
Guest Service Representative
IPic Theaters
01.2018 - 01.2019
Bachelor of Science - Hospitality Management And Travel Tourism
Florida International University
08.2017 - 07.2019
Sales Associate
Calvin Klein
07.2015 - 08.2017
High School Diploma -
Lehigh Senior High School
08.2012 - 07.2016
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