Gabriela Silva
Port Isabel
Summary
Professional with experience in hospitality management and guest services. Focused on team collaboration and achieving results, adapting seamlessly to changing needs. Skilled in customer service, scheduling, and conflict resolution. Known for reliability, strong communication skills, and leadership abilities.
Overview
10
10
years of professional experience
Work History
Front Desk Supervisor
Holiday Inn Resort
10.2021 - Current
- Oversaw the daily operations of the front desk, ensuring the delivery of exemplary customer service standards.
- Provided training and supervision to front desk staff, ensuring adherence to established hotel procedures and systems.
- Addressed and resolved guest complaints and issues in a timely manner to uphold customer satisfaction.
- Collaborated with housekeeping and maintenance teams to guarantee the prompt readiness of rooms.
- Accurately processed cash and credit transactions, maintaining financial integrity and accountability.
- Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Maintained clean and organized front desk areas to uphold polished company image.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Enforced policies and procedures to increase efficiency.
Front Desk Agent
Best Western Beachside Inn
12.2023 - 08.2024
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Increased customer loyalty with exceptional communication skills and personalized service.
Front Desk Agent
Blue Bay Inn & Suites
05.2021 - 09.2021
- Managed front desk operations in a fast-paced hotel environment, ensuring exceptional customer service and satisfaction.
- Assisted in the check-in and check-out process, efficiently handling guest inquiries and complaints.
- Utilized reservation software to manage bookings, cancellations, and modifications, contributing to a smooth operational flow.
- Answered customer telephone calls promptly and appropriately handled needs.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
Front Desk Agent /Assistant General Manager
Peninsula Island Resort & Spa
01.2019 - 09.2021
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Answered multi-line phone system and enthusiastically greeted callers.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Organized and hosted a variety of events, including weddings and corporate meetings, while managing exclusive clients from Mexico.
Sales Associateociate/Events Decorator/Event Organizer
Divertilandia - Salon Del Valle
05.2015 - 03.2021
- Consistently received positive feedback from clients regarding attention to detail, creativity, and professionalism.
- Collaborated with clients to develop personalized design concepts, resulting in uniquely tailored spaces.
- Stayed up-to-date with industry trends, incorporating fresh ideas into design concepts.
- Enhanced client satisfaction by delivering high-quality decoration services within given timeframes.
- Organized workflow efficiently to meet tight deadlines, enabling timely project completion.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Solved customer challenges by offering relevant products and services.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Skilled in creating professional invitations, engaging flyers, and impactful posters tailored for a variety of events, enhancing visibility and attendee engagement.
Education
Associate of Science - Computer Science
Texas Southmost College
Brownsville, TX05-2026
Associate of Arts - Business
Texas Southmost College
Brownsville, TX03-2027
High School Diploma -
Port Isabel High School
Port Isabel, TX05-2019
High School Diploma -
Universidad Academica Multidisciplinaria Valle Hso
Valle Hermoso, TAMS, MX05-2017
Skills
- Guest relations
- Time management
- Reservations management
- Problem-solving skills
- Active listening
- Customer service excellence
- Organizational abilities
- Multitasking proficiency
- Attention to detail
- Proficient in computer software and booking systems
- Creativity
- Word processing
- Data entry efficiency
- Scheduling and planning
- Cash control
- Issue resolution
- Complaint management
- Administrative skills
- Hospitality services
Languages
Spanish
Native or Bilingual
English
Full Professional
Interests
- Graphic Design
- Crafting and DIY Projects
- Interior Design
- Fashion
- App Development
- Auto Repair/Restoration
- Reading
Timeline
Front Desk Agent
Best Western Beachside Inn
12.2023 - 08.2024
Front Desk Supervisor
Holiday Inn Resort
10.2021 - Current
Front Desk Agent
Blue Bay Inn & Suites
05.2021 - 09.2021
Front Desk Agent /Assistant General Manager
Peninsula Island Resort & Spa
01.2019 - 09.2021
Sales Associateociate/Events Decorator/Event Organizer
Divertilandia - Salon Del Valle
05.2015 - 03.2021
Associate of Science - Computer Science
Texas Southmost College
Associate of Arts - Business
Texas Southmost College
High School Diploma -
Port Isabel High School
High School Diploma -
Universidad Academica Multidisciplinaria Valle Hso
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