Nina Maldari
Summary
A dynamic hospitality professional with five years in the industry, and an unwavering passion for delivering excellence in customer experience. Superior skills in front desk management, overseeing all-staff efficiency and acquiring professional customer feedback.
Overview
8
8
years of professional experience
Work History
Guest Relations Manager
Carneros Resort and Spa
2021.10 - Current
- Managed all VIP client's (celebrity, professional athletes and sports teams, government) stays from the time of booking to check ou
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Coordinated room upgrades or complimentary amenities when appropriate to exceed guest expectations without compromising revenue goals.
- Maintained detailed records of guest preferences, enabling tailored service offerings upon future visits.
- Oversaw the coordination of special events held at the hotel, ensuring seamless execution and exceptional guest experiences.
- Played a pivotal role in crisis management situations, ensuring the safety and comfort of guests while minimizing negative impacts on the hotel''s reputation.
- Coached and developed associates to improve soft skills and recovery techniques.
- Liaised closely with sales teams to develop strategies that targeted specific market segments resulting in increased guest bookings.
- Consistently exceeded quarterly sales goals.
- Remained available twenty four hours daily to respond to guest needs, complaints if any, or inquiries.
Wine Club Assistant Manager
Treasury Wine Estates
2021.05 - 2021.10
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Audited all club sign ups daily.
- Conducted tastings and hosted events for all club members.
Hospitality Sales Associate
Treasury Wine Estates
2019.06 - 2021.05
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
Intern- Alternative Investments and Accounting
GAMCO
2017.06 - 2017.07
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
Intern- Institutional Sales Team
GAMCO
2016.05 - 2016.06
- Sorted and organized files, spreadsheets, and reports.
- Prepared project presentations and reports to assist senior staff.
- Conducted research for various projects, leading to well-informed decisions and successful outcomes.
- Enhanced team productivity by assisting with organization of project documentation.
Education
Executive Education Certificate - Digital Marketing Strategies
Northwestern University
Evanston, IL04.2020
Bachelor of Arts - Italian Studies
University of Arizona
Tucson, AZ05.2019
High School Diploma -
Maria Regina High School
Hartsdale, NY05.2015
Skills
- Hospitality Industry Knowledge
- Service Improvements
- Exceptional communication
- Staff Training and Development
- Superior organizational skills
- Sales and Upselling
Timeline
Guest Relations Manager
Carneros Resort and Spa
2021.10 - Current
Wine Club Assistant Manager
Treasury Wine Estates
2021.05 - 2021.10
Hospitality Sales Associate
Treasury Wine Estates
2019.06 - 2021.05
Intern- Alternative Investments and Accounting
GAMCO
2017.06 - 2017.07
Intern- Institutional Sales Team
GAMCO
2016.05 - 2016.06
Executive Education Certificate - Digital Marketing Strategies
Northwestern University
Bachelor of Arts - Italian Studies
University of Arizona
High School Diploma -
Maria Regina High School
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