Rafaela Zanini Da Luz
Portland,OR
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Area Sales Manager
Hyatt House Portland Downtown
04.2024 - Current
- Established strong relationships with key clients, resulting in increased customer retention and satisfaction YOY with the growth of $130,252.00 in one account.
- Enhanced team performance by providing ongoing coaching, training, executing performance review with Sales Coordinator and mentoring to sales representatives.
- Reported sales activity, generated sales quotations, and proposals managing groups from quoting to billing with ease, ensuring a seamlessly process for the client.
- Fostered a positive work environment within the sales team by encouraging open communication, teamwork, and mutual support among team members.
- Collaborated with marketing department and revenue manager to develop targeted promotional campaigns that drove sales growth.
- Achieved consistent annual revenue growth by continuously monitoring performance metrics and adjusting strategies accordingly.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Able to showcase accounts growth year over year, due to strong client rapport.
- Able to provide complete site tour of the property for potential clients providing detailed information and helping on the decision making.
- Fast learning on different sales and PMS systems, able to provide assistance to other team members and operations.
- Participated on Mentorship program to further advance my knowledge and best practices in the Sales Department.
- Great skills on cold-calling, prospecting and attending network events to increase client data base and revenue.
Sales Coordinator
Hyatt House Portland Downtown
03.2023 - 04.2024
- Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
- Assisted in the development of annual sales budgets and forecasts, ensuring alignment with company objectives.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
- Reviewed sales performance data regularly to identify areas for improvement and implement corrective actions when needed.
- Developed comprehensive understanding of product offerings in order to effectively communicate benefits to prospective customers.
- Negotiated contracts on behalf of the organization while adhering to set guidelines; leading successful deals that resulted in increased profits.
- Maintaining a constant awareness of budget and daily revenue figures.
- Maintaining close relationship with current accounts through phone calls, appointments and correspondence.
- Scheduling and providing site tours to show the property to prospecting clients.
- Create, modify and cancel individual reservations, room blocks and meeting spaces.
- Handle conference room and group bookings.
- Answer guests questions regarding the Hotel and local facilities/services.
Front Desk Agent
Hyatt House Portland Downtown
09.2022 - 02.2023
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Increased customer brand loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Help Desk Specialist
Hilton São Paulo Morumbi
04.2016 - 09.2017
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Resolved service-related problems and documented actions in system.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Promoted hotel brand's loyalty program.
Receptionist
Caixa Economica Federal Bank
03.2014 - 03.2016
- Helped over 100 customers every day with positive attitude and focus on customer satisfaction.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Communicated professionally with colleagues, freelancers and clients.
Education
Certified - Birth Doula
International Doula Institute
2021
Bachelor - Marketing
Universidade Anchieta
Sao Paulo, Brazil01-2016
High School Diploma -
Maria De Lourdes De Franca Silveira
12.2010
Skills
- Verbal and Written Communication
- Evaluating Employee Work
- Shift Scheduling
- Issue Resolution
- Overseeing Daily Activities
- Analytical Thinking
- Teamwork and Collaboration
- People Management
- Leading Employees
- Documentation
- Multitasking Abilities
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Professional Working
Timeline
Area Sales Manager
Hyatt House Portland Downtown
04.2024 - Current
Sales Coordinator
Hyatt House Portland Downtown
03.2023 - 04.2024
Front Desk Agent
Hyatt House Portland Downtown
09.2022 - 02.2023
Help Desk Specialist
Hilton São Paulo Morumbi
04.2016 - 09.2017
Receptionist
Caixa Economica Federal Bank
03.2014 - 03.2016
High School Diploma -
Maria De Lourdes De Franca Silveira
Certified - Birth Doula
International Doula Institute
Bachelor - Marketing
Universidade Anchieta
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