LESLIE M. TORRES FAMANIA
Norfolk,VA
Summary
Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships.
Overview
2
2
years of professional experience
Work History
Guest Services Manager
Sheraton Oceanfront Hotel
10.2022 - Current
- Communicate with other departments to solve guest issues
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Planned specialized service for elderly or disabled guests, ones with children and VIP guests.
- Attended to customer needs, responding to questions, complaints and escalations.
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Implemented procedures and services to improve hotel services and amenities.
- Assist in different departments to enhance the guest experience
- Assist in setting and accomplishment of department goals
- Assist in overseeing the operations of the hotel
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
Front Office Supervisor
Hilton Norfolk
03.2022 - 10.2022
- Train new associates and make sure they have all the tools they need for success
- Provide the Hilton Guest Experience for guest during their stay
- Communicate with other departments to solve guest issues
- Lead my team towards achieving daily goals
- Assist in setting and accomplishment of department goals
- Manage inventory for pantry and hotel rooms
- Assist reservation team with group reservations, weddings and meetings
Senior Guest Service Agent
Hilton Norfolk
01.2022 - 03.2022
- Efficiently check in and check out guest
- Provide the Hilton Guest Experience for guest during their stay
- Communicate with other departments to solve guest issues
- Welcome guest and provide information about the property
- Team leader and support for associates
Education
BA - Business Administration And Management
University of Puerto Rico
Skills
- Executive team leadership
- Capacity to organize and prioritize tasks
- Records Management Systems
- Professional Relationships
- Customer Transactions
- Money Handling
- Property Walks
- Workflow Processes
- Guest Accommodations
- Complaint Reviews
- VIP Services
- Customer Loyalty
Additional Information
- Jay Agustin
757-339-7023/jay.agustin@hilton.com
- Joe Ablao
757-510-4563/joseph.ablao@gmail.com
- Davon Odems
757807-3862/davonodems@gmail.com
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Guest Services Manager
Sheraton Oceanfront Hotel
10.2022 - Current
Front Office Supervisor
Hilton Norfolk
03.2022 - 10.2022
Senior Guest Service Agent
Hilton Norfolk
01.2022 - 03.2022
BA - Business Administration And Management
University of Puerto Rico
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