- Architecture
- Fitness
- Healthcare
Martina Cola
Houston,TX
Summary
Knowledgeable Guest Service Representative experienced in busy and high-end hotel settings.
Precise and dedicated, with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and passionate in helping team members.
Overview
8
8
years of professional experience
Work History
Guest Services Specialist
Holland & Knight
04.2024 - Current
- Coordinate firm meetings and large events including scheduling of location, catering and setup for up to 120 people.
- Support administration through submission of expenses and creation of forms, surveys and data sheets.
AI Data Annotator - Temporary Contract
RWS Group
06.2024 - 09.2024
- Trained the LLM to better communicate in English and Italian implementing vendor's criteria of correctness.
- Used computer software to complete 20+ complex evaluation jobs per day.
- Evaluated vendor's response on the model's interaction with the user.
Guest Experience Supervisor
The Post Oak Hotel at Uptown Houston
01.2024 - 03.2024
- Drafted daily reports for the tracking of expenses, inventories, guest preferences and upcoming events
- Accurately catered to VIP Guests needs following Forbes standards
- Reviewed Groups resumes to create targeted amenities and experiences.
Front Desk Agent | Front Desk Supervisor
Soho House - Holloway House
04.2022 - 11.2023
- Handled rooms inspections and site visits for events with up to 300 attendees.
- Assisted Central Reservations in making room blocks and VIP reservations, implemented strategies to maximize revenue.
- Participated in the opening of a new property, composed SOPs and trained new front office hires.
Front Desk Agent
Luxe Sunset Boulevard Hotel
07.2021 - 03.2022
- Created single and multiple reservations managing up to 100 daily inquiries between telephone, email and third-party websites.
- Handled guest complaints and feedback, offered solutions and follow-ups to ensure satisfaction.
- Implemented effective communication through all departments to ensure successful daily operations.
Front Desk Agent - Seasonal
Hotel Buratti
03.2019 - 12.2019
- Reviewed guests' folios and handled all financial transactions.
- Assisted in daily drafting and realization of hotel flyers and documents in three languages.
- Provided attentive and knowledgeable concierge services.
Secretary
Controvento Restaurant
08.2016 - 08.2018
- Managed payroll, invoices and receipts.
- Handled restaurant's social media to maximize business exposure.
- Handled inventory & reached out to suppliers and affiliated industries to manage deliveries.
Education
Cultural Mediation and Translation -
University of Modena & Reggio Emilia
Modena, Italy01.2018
High School Diploma -
Torricelli Liceo
Faenza, Italy06.2014
Skills
- Data Entry
- Excellent Customer Service
- Privacy and NDAs
- Knowledge of Oracle
Opera, Salesforce,
Micros POS, Microsoft
Office, Windows OS
and OpenTable - Languages: English, Italian, Spanish
Interests
Timeline
AI Data Annotator - Temporary Contract
RWS Group
06.2024 - 09.2024
Guest Services Specialist
Holland & Knight
04.2024 - Current
Guest Experience Supervisor
The Post Oak Hotel at Uptown Houston
01.2024 - 03.2024
Front Desk Agent | Front Desk Supervisor
Soho House - Holloway House
04.2022 - 11.2023
Front Desk Agent
Luxe Sunset Boulevard Hotel
07.2021 - 03.2022
Front Desk Agent - Seasonal
Hotel Buratti
03.2019 - 12.2019
Secretary
Controvento Restaurant
08.2016 - 08.2018
Cultural Mediation and Translation -
University of Modena & Reggio Emilia
High School Diploma -
Torricelli Liceo
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