Helena Magessi
Sarasota,FL
Summary
Experienced Costumer Service Supervisor recognized for enhancing guest satisfaction and optimizing operational processes. Proficient in reservations management and conflict resolution, with trilingual capabilities in English, Spanish, and Portuguese. Achievements include boosting team efficiency and elevating service quality through dynamic staff leadership. Passionate about creating a welcoming atmosphere that delivers exceptional customer experiences.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor
The Resort at Longboat Key Club
Longboat Key, USA
05.2024 - Current
- Supervise front desk staff, and ensure that they provide excellent customer service.
- Respond to guests' inquiries and requests in a timely and professional manner.
- Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests.
- Manage reservations and room availability.
- Ensure the accuracy of billing and payment processes.
- Monitor and review guest feedback.
- Resolve customer complaints.
- Train and coach front desk staff.
- Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
- Provided assistance to other departments when needed.
- Ordered supplies and equipment as needed.
- Created purchase orders for various vendors in accordance with company procedures.
- Verified vendor invoices against purchase orders before submitting them for payment approval.
- Wrote email messages, memos and business letters for management and proofread documentation to provide error-free correspondence.
Front Desk Agent
The Resort at Longboat Key Club
Longboat Key, USA
02.2023 - 05.2024
- Manage online, phone, and in-person room reservations.
- Welcome guests, check them in, distribute room keys, and explain the hotel's amenities.
- Take payment from customers.
- Respond to guests' issues and complaints in a friendly, timely manner.
- Explain local amenities and attractions to guests.
- Work with other staff members to ensure that all guest rooms meet hotel standards and accommodate any special client needs.
- Arrange specialized services for VIP customers.
- Balance inventory, assign rooms, making sure all requests are valued.
- Nominated three times and winner of the Key Player award for the Front of the House.
Front Desk Agent/Rooms Controller
Fairmont San Francisco
San Francisco
02.2012 - 08.2018
- Scheduled reservations for groups and special events.
- Verified accuracy of room rates and other charges
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Welcomed patrons to the front desk and engaged in friendly conversations while conducting the check-in process.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Verified customer credit to establish payment method for accommodations.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Responsible for ensuring all room bookings are accurately processed and maintained in the system.
- Assisted in the preparation of daily, weekly, and monthly occupancy reports.
- Kept accurate records of guest transactions.
- Managed cash drawer responsibly throughout shift.
- Generated daily reports detailing occupancy levels, revenue amounts.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Input and confirmed reservations for guests.
Education
Some College (No Degree) - Applied Mathematics
Universidade Lusiada De Lisboa
LisbonHigh school diploma -
Escola Secundaria D Sancho II
ElvasSkills
- Guest Services
- Multi-line Phone Systems
- Front Desk
- Night Audit
- Cash Handling
- Microsoft Word
- Phone Etiquette
- Microsoft Excel
- Windows
- Multilingual
- Computer skills
- Administrative Experience
- Problem-solving skills
- Time management
- Reservations management
- Conflict management
- Reservation management
- Scheduling and planning
- Customer service management
- Revenue management
- Office Administration
- Microsoft Outlook
- Upselling
- Supervising experience
- Operating Systems
- VIP guest relations
- Team building and supervision
- Property management systems
- Effective planning
- Administrative skills
- Issue resolution
- Staff supervision
- Strong leadership
- Training and mentoring
- Fluent in English, Spanish, and Portuguese
Certification
Driver's License, 12/01/22, 12/01/32
Accomplishments
- Winner of the Rose award 2024 by the Florida restaurant and lodging associacion.
- 3 times winner of the employee of the month at the Fairmont San Francisco
- 2010 National winner of Hilton award “Catch me @ my best” (category – Customer Service)
Languages
English
Full Professional
Spanish
Full Professional
Portuguese
Native/ Bilingual
Catalan
Professional
References
References available upon request.
Timeline
Front Desk Supervisor
The Resort at Longboat Key Club
05.2024 - Current
Front Desk Agent
The Resort at Longboat Key Club
02.2023 - 05.2024
Front Desk Agent/Rooms Controller
Fairmont San Francisco
02.2012 - 08.2018
Some College (No Degree) - Applied Mathematics
Universidade Lusiada De Lisboa
High school diploma -
Escola Secundaria D Sancho II
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