Overview
Work History
Education
Summary
Skills
Timeline
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Silvia Antonelli

Pembroke Pines,FL

Overview

23
23
years of professional experience

Work History

Guest Service Team Leader

Impulse
Miami, FL
01.2020 - Current
  • Developed strategies to increase customer satisfaction ratings and enhance overall guest experience.
  • Analyzed data from guest surveys to identify areas of improvement in the guest service process.
  • Monitored staff performance, identified training needs and implemented corrective action when necessary.
  • Provided feedback to management on areas for improvement within the department or organization.
  • Organized team-building activities for staff members that encouraged collaboration and communication among colleagues.
  • Recruited new employees by reviewing resumes, conducting interviews and providing onboarding orientation sessions.
  • Resolved customer complaints in a professional manner while maintaining the highest level of service.

Group Rooms Coordinator

The Westin Diplomat Resort & Spa
Hollywood , FL
05.2003 - 12.2005
  • Assisted guests with any questions or special requests related to their hotel accommodations.
  • Managed inventory levels of supplies used in guest rooms such as linens, towels, toiletries.
  • Prepared detailed reports on group reservations and communicated information to relevant departments.
  • Coordinated with hotels and other venues to arrange room blocks for groups.
  • Communicated regularly with clients throughout the duration of their stay at the hotel or venue.
  • Processed payments from customers for group room reservations in a timely manner.
  • Provided administrative support for various group activities such as conferences, meetings, weddings.
  • Monitored availability of rooms, negotiated rates, and managed all aspects of the room block process.

Front Desk Agent

Marriott Harbour Beach
Fort Lauderdale, FL
02.2002 - 04.2003
  • Verified accuracy of room rates and other charges during check-in process.
  • Addressed customer needs in a timely manner.
  • Stayed current on promotions, discounts, packages, and offers available at the hotel.
  • Processed payments accurately and efficiently.
  • Resolved customer complaints promptly and courteously.
  • Provided information about hotel amenities, services, and local attractions.
  • Collaborated with colleagues to ensure smooth operations of front desk area.
  • Provided excellent customer service while upholding company policies.
  • Generated daily reports detailing occupancy levels, revenue amounts.

Education

High School Diploma -

Matter Purisima High School
Lima - Peru
12-1992

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Reliable [Job Title] well-versed in assisting guests with check-in, check-out and billing services. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions and concerns from customers to facilitate positive guest experience and repeat business. Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Skills

  • Customer service
  • Data analysis
  • Staff training
  • Performance management
  • Conflict resolution
  • Team collaboration
  • Complaint resolution
  • Bilingual communication
  • Inventory management
  • Report preparation
  • Guest relations
  • Conflict management
  • Time management
  • Performance monitoring
  • Onboarding new employees
  • Event coordination
  • Upselling strategies
  • Flexibility and adaptability
  • Product knowledge
  • Customer needs assessment
  • Process improvement
  • Data entry
  • Sales promotion

Timeline

Guest Service Team Leader

Impulse
01.2020 - Current

Group Rooms Coordinator

The Westin Diplomat Resort & Spa
05.2003 - 12.2005

Front Desk Agent

Marriott Harbour Beach
02.2002 - 04.2003

High School Diploma -

Matter Purisima High School

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Silvia Antonelli