Marcello Silva
San Diego,CA
Summary
I am an enthusiastic, team player and hard worker professional in the hospitality industry. I am continuously looking for ways in which I can grow and improve. My customer service approach and success so far has been informed by my many other work experiences: retail, Sales and administration. I have gotten recognition for the job I have provided to my company, including great reviews online, receiving a shout out on a guest instagram post, being promoted to front desk supervisor within 9 months and a I have also received additional recognition 4 months later. I am from Brazil and my first language is Portuguese. My English skills are excellent and I am trying to learn French and Spanish as well. My professional goal is to grow overtime, into a senior management role within an organization that values and rewards hard work, discipline, and superb customer service. I have been fortunate to have received several excellent opportunities and people who have taken a chance on me have never been disappointed. Thank you for your interest.
Overview
7
7
years of professional experience
Work History
Front Desk Supervisor
Solamar
San Diego, United States
04.2022 - Current
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Performed concierge services for guests.
Front Desk Agent
Solamar
San Diego, California
08.2021 - Current
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Used internal software to process reservations, check-ins and check-outs.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Collected room deposits, fees and payments.
- Politely welcomed arriving guests (90+) , providing room keys and information on amenities and policies.
- Work well in stressful high pressure situations.
- Calculated billings and posted charges to room accounts,
reviewing charges with guests at checkout. - Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Oversaw fast-paced front desk operations and guests needs at busy facility.
- Maintained cleanliness and organization of front desk area.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Sales Associate
Zara
San Diego, United States
12.2020 - 07.2021
- Greet up to 250 + customers daily on sales floor to
ascertain their needs.
- Recommend, select, and help locate or obtain merchandise( from 100s of stock keeping unit ) bases on customer needs and desires.
- Open and close cash register, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits for 150-200 customer register transactions per day.
- Interact with store managers and merchandisers to address their needs promptly in addition to my regular duties.
- Work well with colleagues to open and close store, restocking shelves, handling shipments ( in/out), and providing support where appropriate.
- Overall responsibility to ensure good experience for all customers from helping them find items, purchase items, or return items.
Business Assistant
Caesb
Brasilia, Distrito Federal
02.2018 - 11.2018
- Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing spreadsheet, database, or presentation software (up to 100+ items daily).
- Answer phone calls (20+) and direct calls to appropriate parties or take messages.
- Perform general office duties such as ordering supplies, maintained records management database systems, and performing basic bookkeeping work.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Reviewed invoices, payment requests, advance requests, expense reimbursements and proper coding, prior to approval
- Gathered, organized and input information into digital database
- Collected, arranged and input information into database system
Driver
Uber
Brasilia, Distrito Federal
10.2016 - 11.2018
- Upheld high standards of professionalism and discretion
when working with high-value clients. - Drove 40 hours per week and strove to provide great
experience for my riders (music, conversation, etc.). - Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads and avoiding dangerous driving actions
- Planned and adjusted optimal routes based on traffic and weather conditions
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift
Telemarketing Sales Representative
Global Tech
Brasilia, Distrito Federal
03.2017 - 11.2017
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Displayed excellent sales skills and understanding of how handled high-volume telemarketing operations with expert use of client management software and computer to leverage abilities to exceed quotas.
- Answered more than 90 calls a day, took messages and transferred calls to correct individuals.
- Assisted with training and orientation of new employees.
- Opened new accounts and documented personal, demographic and payment information in system.
- Set up appointments with interested customers according to schedule availability.
- Provided information about available products and services, membership details, and purchase advantages.
- Explained product prices and packages as well as answered questions and addressed concerns of customers
Sales Associate
Destak
Brasilia, Distrito Federal
02.2016 - 11.2016
- Helped customers (70+) locate products and checked
store system for merchandise at other sites. - Prepared merchandise for sales floor by pricing or tagging.
- Completed orders and organized product deliveries to meet customer timetables.
- Increased sales by offering advice on purchases and promoting additional products.
- Tracked stock using company inventory management software.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Processed product returns and assisted customers with other selections.
- Provided positive first impressions to welcome existing,new and potential customers.
Education
High School Diploma -
Alub
Brasilia12.2016
Skills
- Highly reliable
- Ability to multitask
- Staff Training
- Fast learner
- Time Management
- Team collaboration
- Customer service
- Problem Solving
- Cash handling
- Adaptable and Resilient
- Verbal and written communication
- Leadership
Languages
Portuguese
Native or Bilingual
English
Professional Working
Timeline
Front Desk Supervisor
Solamar
04.2022 - Current
Front Desk Agent
Solamar
08.2021 - Current
Sales Associate
Zara
12.2020 - 07.2021
Business Assistant
Caesb
02.2018 - 11.2018
Telemarketing Sales Representative
Global Tech
03.2017 - 11.2017
Driver
Uber
10.2016 - 11.2018
Sales Associate
Destak
02.2016 - 11.2016
High School Diploma -
Alub