Fernanda Pizzo
Experienced Customer Service Specialist
Orlando,FL
Summary
Dedicated hospitality specialist with over 10 years of timeshare operations experience, including leadership/management, development training and customer service. Seeking to contribute with my technical and professional customer service knowledge in the new role of Reservations Agent at Hilton Grand Vacations Club.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Front Desk Agent
Hilton Grand Vacations Club Tuscany Village
Orlando, FL
10.2024 - Current
- Increase customer loyalty with exceptional communication skills and personalized service.
- Welcome each new arrival pleasantly and confirmed reservations and identification.
- Handle incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answer customer telephone calls promptly and appropriately handled needs.
- Enhance guest satisfaction by efficiently managing check-in and check-out processes.
- Collect room deposits, fees, and payments.
- Act as rooms coordinator as needed.
Front Office Agent
Hilton Grand Vacations Mystic Dunes
Celebration, Florida
09.2023 - 11.2023
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Processed payments accurately and efficiently, minimizing billing discrepancies and disputes.
- Acted as a liaison between various departments within the hotel, facilitating smooth overall operations for optimal guest satisfaction.
- Performed wide-ranging administrative, financial and service-related functions.
Business Management Specialist
Hilton Grand Vacations Tuscany Village
Orlando, FL
04.2021 - 09.2023
- Completed audits to ensure compliance.
- Reconciled daily resort cash deposit.
- Reported to Business Management Supervisor any missing deposits or discrepancies between cash envelopes and actual deposit.
- Prepared due-backs/change order daily and provided change as requested.
- Prepared daily bank deposit in a timely manner for armored car pick-up.
- Performed monthly audit of resort banks.
- Assisted internal and external guests, including vendors, with billing and general inquiries in a professional and hospitable manner.
- Assisted other departments carries out other duties as assigned by management.
Business Management Specialist
Las Palmeras by Hilton Grand Vacations
Orlando, FL
01.2016 - 03.2020
- Provided world class service to owners, guests, and internal customers on a daily basis.
- Supported Business leadership team as well as team members from Orlando properties and other resorts as needed.
- Monitored and ensured invoices were paid on time.
- Provided supporting documents to contest chargebacks at a timely manner.
- Established and maintained relationship with all departments.
- Maintained appropriate record and filling for smooth retrieval and proper maintenance of files.
- Served as backup for Accounts Payable.
- Performed duties with limited supervision.
Housekeeping Manager
Hilton Grand Vacations Club at Sea World
Orlando, FL
11.2011 - 01.2016
- Conducted quality inspections on rooms and common areas to ensure an excellent guest experience and to identify areas to coach/mentor the team.
- Conducted daily pre-shift meetings to communicate relevant guest, business information in a timely manner, safety training, annual certification.
- Coordinated and executed local projects as well as team meetings.
- Established and maintained relationship with all departments within the resort.
- Served as manager on duty.
- Completed schedules, shift reports, and other business documentation.
- Conducted regular audits of public spaces and staff work areas to maximize quality control.
- Performed monthly linen inventory.
Housekeeping Supervisor
Hilton Grand Vacations Tuscany Village
Orlando, FL
02.2010 - 11.2011
- Conducted quality room inspections and common areas to ensure an excellent guest experience and to identify areas to coach/mentor the team;
- Provided world class service to guests, owners and team members;
- Ensured daily inspection check lists were completed and provided team member feedback.
- Established and maintained relationship with all departments within the resort.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
Front Office Agent
Hilton Grand Vacations Tuscany Village
Orlando, FL
07.2008 - 02.2010
- Provided excellent customer service to guests, owners, vendors and team members.
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Kept work area clean.
- Accommodated owners requests.
- Processed payments accurately and efficiently, minimizing billing discrepancies and disputes.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Acted as rooms coordinator.
Education
Certificate in Guest Service Management - Guest Service Management
University of Central Florida
Orlando, FL 10.2006 - 04.2007
Bachelor's Degree - Hospitality Administration
Centro Universitario Ibero Americano
Brazil 01.2000 - 11.2004
Skills
Customer Service
Active Listening
Organizational Skills
Time management
Problem-solving
Timeline
Front Desk Agent
Hilton Grand Vacations Club Tuscany Village
10.2024 - Current
Front Office Agent
Hilton Grand Vacations Mystic Dunes
09.2023 - 11.2023
Business Management Specialist
Hilton Grand Vacations Tuscany Village
04.2021 - 09.2023
Business Management Specialist
Las Palmeras by Hilton Grand Vacations
01.2016 - 03.2020
Housekeeping Manager
Hilton Grand Vacations Club at Sea World
11.2011 - 01.2016
Housekeeping Supervisor
Hilton Grand Vacations Tuscany Village
02.2010 - 11.2011
Front Office Agent
Hilton Grand Vacations Tuscany Village
07.2008 - 02.2010
Certificate in Guest Service Management - Guest Service Management
University of Central Florida
10.2006 - 04.2007
Bachelor's Degree - Hospitality Administration
Centro Universitario Ibero Americano
01.2000 - 11.2004
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