Photography
Open To Work
Melanie Fiscina
Sarasota,FL
Work Preference
Summary
Focused Hospitality Manager with extensive experience at Tropical Breeze Resort, excelling in profit and loss statements and customer relations. Proven track record of enhancing guest satisfaction by "Going the Extra Mile".
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
25
25
years of professional experience
Work History
Senior Property Manager
Tropical Breeze Resort
01.1997 - 08.2010
- Directed preventive maintenance inspections and vendor repair activities to maintain asset condition.
- Supervised front desk, housekeeping, and maintenance teams to uphold service standards.
- Managed guest concerns and escalations, resolving issues promptly and professionally.
- Monitored occupancy levels, reservations, and room readiness to support efficient property performance.
- Prepared operating reports, tracked expenses, and informed budget control decisions.
Marketing Assistant
Tropical Breeze Resort
02.2002 - 07.2010
- Created marketing materials supporting promotions, guest experiences, and special offers.
- Updated website and digital channels with accurate resort information and campaign details.
- Scheduled email campaigns to support guest outreach and reservation promotion efforts.
- Monitored competitor offers and market trends to inform promotional planning.
- Maximized event attendance with thorough planning, promotion, and logistics support for conferences, webinars, or workshops.
- Managed website content updates, keeping information fresh and relevant for users.
- Monitored competitor activity, staying ahead of industry trends and identifying opportunities for growth.
Customer Service Lead
Protocol Global Solutions
03.2003 - 07.2005
- Supported customer service team performance by reinforcing service standards and consistent inquiry resolution.
- Handled high-volume inbound calls, assessed customer needs, and delivered support while maintaining 98% customer satisfaction score.
- Assisted with onboarding for new hires, building confidence in systems, procedures, and customer communication.
- Resolved customer service issues through company processes and policies and provided updates to customers.
- Managed escalated customer complaints professionally, driving prompt resolution and follow-up actions as needed.
Quality Control Supervisor
Protocol Global Solutions
05.2004 - 2005
- Supervised quality inspections across workflows to ensure compliance with established standards and procedures.
- Audited completed work for defects, accuracy, and consistency before final approval.
- Trained team members on quality requirements, documentation practices, and corrective actions.
- Reviewed process output against SOPs to identify gaps and improve consistency.
- Monitored performance indicators and recommended process improvements to reduce errors.
- Maintained inspection records, issue logs, and reporting documentation for trend analysis.
- Evaluated employee performance regularly, providing constructive feedback and coaching aimed at skill development and career growth opportunities.
- Reduced customer complaints with thorough testing and prompt resolution of identified issues.
Reservations Manager
Hibiscus Hotel
06.1995 - 08.1996
- Accurate room inventory updates kept rates and availability current across reservation systems and booking channels.
- Timely processing of booking changes and cancellations supported smooth guest communication and follow-up.
- Better coordination with front office and housekeeping kept room readiness aligned with arrival schedules.
- Handled reservation discrepancies and guest concerns for effective service recovery and improved guest experience.
Education
QuickBooks Pro Certified -
Sarasota County Vo-Tech
Sarasota, FLHigh School Diploma -
Riverview High School
Sarasota, FL06-1993
Skills
Customer service
Property management experience
Budget management skills
Sales
Financial reporting
Clear communication
Employee motivation and guidance
Decision-making
Relationship building
Customer relations
Administrative leadership
Critical thinking
Creative and adaptable
Customer service-focused
Data entry
Client relations
Dispute handling
Sales and marketing
Additional Information
I am a 51 year old woman and I find myself ready to take on a new career path. I'm ready to be an integral part of your team!!
Interests
Cooking
Spending time with my family 😊
Butterfly Gardening 🦋
Quote
Character cannot be developed in ease and quiet. Only through experience of trial and suffering can the soul be strengthened, ambition inspired, and success achieved.
Helen Keller