Claudia Silva
Sarasota,USA
Summary
Multilingual hospitality and customer service professional with 25+ years of international experience in front desk, concierge, reservations, and office management. Skilled in delivering exceptional guest service in luxury and boutique hotel settings across the US, Brazil, and Italy. Fluent in Portuguese, English, and Italian, with intermediate Spanish. Known for strong communication, cultural sensitivity, and professionalism in fast-paced environments.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Spark by Hilton – Siesta Key Gateway
03.2025 - 06.2025
- Managed front desk operations at Hilton’s newly updated, budget-conscious property.
- Delivered consistent, friendly service, managed reservations, guest check-in/out, and billing inquiries.
- Promoted local attractions and ensured a welcoming environment.
Front Desk Agent
Voco Sarasota
05.2024 - 03.2025
- Delivered guest service at a boutique-style IHG hotel with 95 modern rooms and junior suites.
- Managed check-in/out, reservations, billing, and guest inquiries using IHG systems.
- Promoted hotel amenities and local attractions, maintaining high service standards.
Concierge Agent
VUE Sarasota Bay
01.2024 - 06.2024
- Provided concierge services at an 18-story luxury waterfront condominium tower.
- Assisted residents and guests with reservations, local recommendations, and event planning.
In-Room Dining Order Taker / Banquet Server
The Ritz-Carlton
11.2023 - 03.2024
- Processed in-room dining orders efficiently to ensure timely delivery and guest satisfaction.
- Utilized point-of-sale systems to manage order entries and streamline communication with kitchen staff.
- Handled special dietary requests, ensuring all guests received appropriate meals according to their preferences or restrictions.
- Oversaw banquet setup logistics, optimizing space utilization for large-scale events.
- Served appetizers, delivered entrees, and refilled beverages for banquet guests.
- Completed post-event tasks such as cleaning, breakdown, and inventory management to prepare for future banquets efficiently.
Call Center / Reservations Customer Support
The Westin Sarasota
03.2023 - 11.2023
- Supported reservations for 255 guest rooms and suites with dining and event spaces.
Front Desk Agent
Embassy Suites by Hilton
01.2022 - 01.2023
- Managed front desk operations at a downtown property featuring spacious suites, dining, and event space.
Travel Advisor
St. Armands Travel
01.2021 - 01.2023
- Developed tailored travel itineraries based on client preferences and budget constraints.
- Researched and recommended optimal destinations, accommodations, and activities for diverse clientele.
Sales Associate
SOMA
01.2021 - 01.2022
- Cultivated strong customer relationships through attentive service and product knowledge.
- Assisted in visual merchandising to enhance store presentation and attract customers.
Sales Associate
Alvin's Island
01.2021 - 01.2022
- Processed transactions accurately using POS systems, ensuring efficient checkout experiences.
- Collaborated with team members to meet sales targets and improve overall store performance.
Food Prep & Server
Café L’Europe
01.2021 - 01.2022
- Delivered exceptional dining experiences through attentive service and effective communication with guests.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Food & Beverage Supervisor
Puro Gelato Café
01.2019 - 01.2020
- Supervised daily operations to ensure high standards of food quality and customer service.
- Maintained a clean and organized work environment to ensure compliance with health department regulations and company standards.
- Enhanced customer satisfaction by efficiently managing food and beverage orders, ensuring prompt service and accurate delivery.
Reservation Desk & Customer Care
GS Auto Center
01.2018 - 01.2019
- Worked effectively in fast-paced environments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Customer Relations
Baciamo Le Mani Restaurant and Pizzeria
01.2016 - 01.2018
- Met sales goals by building customer relations and recruiting new customers, increasing likelihood of repeat business.
- Enhanced customer relations with proactive communication and timely resolution of account issues.
- Trained new team members on best practices related to customer relations management tools and techniques.
Reservations / Transportation and Operations Manager
Elbee Tours
01.2014 - 01.2016
- Directed cross-functional teams to improve service delivery and customer satisfaction.
- Coordinated logistics and resource allocation, optimizing tour scheduling and execution.
- Oversaw compliance with safety regulations and industry standards, ensuring a safe working environment for all employees.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
General Office Manager
Celebration Tours and Travel
01.2007 - 01.2014
- Oversaw daily office operations, ensuring seamless workflow and efficiency across departments.
- Implemented new scheduling system to enhance staff coordination and improve service delivery.
- Developed training programs for administrative staff, fostering skill development and team cohesion.
- Analyzed operational procedures, identifying areas for improvement and implementing strategic solutions.
- Oversaw the implementation of new office technologies, leading to increased efficiency and improved data management.
Medical Insurance Coordinator
Central Florida Dermatology
01.2004 - 01.2007
- Coordinated insurance verification processes to ensure timely patient services.
- Managed patient inquiries regarding insurance coverage and benefits, enhancing client satisfaction.
Medical Front Desk Receptionist
Dr. Stanley I. Hand, MD
01.2004 - 01.2005
- Managed front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Coordinated communication between patients and medical staff, enhancing service delivery.
Medical Front Desk Receptionist
Internal Medicine Practice
01.2002 - 01.2004
- Maintained patient records with attention to detail, ensuring accuracy and confidentiality.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled, coordinated and confirmed appointments and meetings.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
Front Desk Agent / Call Center Representative
Disney’s Coronado Springs Resort
01.2000 - 01.2001
- Moderate-level Disney hotel with Spanish and Southwestern American themes, convention center, Gran Destino Tower, and 22-acre Lago Dorado.
Freelance Tour Guide
Celebration Tours and Travel
01.1999 - 01.2000
- Guided diverse groups throughout attractions, enhancing visitor experiences with engaging narratives.
- Coordinated logistics for tours, ensuring seamless transportation and itinerary adherence.
Sales Associate
Warner Brothers Studios and Gallery
01.1998 - 01.1999
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Resolved customer inquiries and complaints effectively, enhancing satisfaction and loyalty.
- Implemented inventory management practices to maintain stock levels and reduce shrinkage.
Co-Owner/Operator
Tom & Tom Clothing
01.1987 - 01.1998
- Oversaw daily operations, ensuring efficient workflow and quality service delivery.
- Developed strategic business plans to enhance profitability and market presence.
- Led staff training programs to enhance team performance and operational effectiveness.
- Improved overall efficiency by implementing cost-effective technology solutions throughout various aspects of the operation.
- Directed hiring processes, ensuring a well-qualified workforce that contributed to the success of the organization.
Education
High School Diploma -
Luso Carioca
01.1989
Associate of Science - Computer And Information Sciences
Unisuam
Rio De Janeiro, BrazilSkills
- Reservation & Booking Systems: OnQ, Sabre, CRS, GDS, Amadeus, Galileo
- Property & Hospitality Systems: ARCO
- Microsoft PowerPoint (Excellent), Microsoft Word
- Customer Service & Front Desk Operations
- Sales & Reservations Management
- Multitasking & Problem Solving in Fast-Paced Environments
Certification
Real Estate Sales License ( In Progress )
Currently completing education and preparing for the State Exam to become a Licensed Real Estate Sales Agent.
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Italian
Native or Bilingual
Spanish
Full Professional
Timeline
Front Desk Agent
Spark by Hilton – Siesta Key Gateway
03.2025 - 06.2025
Front Desk Agent
Voco Sarasota
05.2024 - 03.2025
Concierge Agent
VUE Sarasota Bay
01.2024 - 06.2024
In-Room Dining Order Taker / Banquet Server
The Ritz-Carlton
11.2023 - 03.2024
Call Center / Reservations Customer Support
The Westin Sarasota
03.2023 - 11.2023
Front Desk Agent
Embassy Suites by Hilton
01.2022 - 01.2023
Travel Advisor
St. Armands Travel
01.2021 - 01.2023
Sales Associate
SOMA
01.2021 - 01.2022
Sales Associate
Alvin's Island
01.2021 - 01.2022
Food Prep & Server
Café L’Europe
01.2021 - 01.2022
Food & Beverage Supervisor
Puro Gelato Café
01.2019 - 01.2020
Reservation Desk & Customer Care
GS Auto Center
01.2018 - 01.2019
Customer Relations
Baciamo Le Mani Restaurant and Pizzeria
01.2016 - 01.2018
Reservations / Transportation and Operations Manager
Elbee Tours
01.2014 - 01.2016
General Office Manager
Celebration Tours and Travel
01.2007 - 01.2014
Medical Insurance Coordinator
Central Florida Dermatology
01.2004 - 01.2007
Medical Front Desk Receptionist
Dr. Stanley I. Hand, MD
01.2004 - 01.2005
Medical Front Desk Receptionist
Internal Medicine Practice
01.2002 - 01.2004
Front Desk Agent / Call Center Representative
Disney’s Coronado Springs Resort
01.2000 - 01.2001
Freelance Tour Guide
Celebration Tours and Travel
01.1999 - 01.2000
Sales Associate
Warner Brothers Studios and Gallery
01.1998 - 01.1999
Co-Owner/Operator
Tom & Tom Clothing
01.1987 - 01.1998
High School Diploma -
Luso Carioca
Associate of Science - Computer And Information Sciences
Unisuam
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