SUSSI GUANIPA
Stuart,FL
Summary
Self-motivated highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere. Reliable and enthusiastic with experience in reception, concierge and customer service areas. Skilled in customer engagement, problem resolution and various software operations. Known for remaining poised and calm in busy environments.
Overview
16
16
years of professional experience
Work History
Sales Manager
ALANA TOURS LLC
Columbia, MEDELLIN
09.2016 - Current
- Provided technical support for customers when needed, answering questions about product features and capabilities.
- Participated in negotiations with vendors regarding product purchases or contracts.
- Developed and implemented sales strategies to increase market share.
- Offered advice regarding passport and visa requirements for international travelers.
- Prepared invoices for completed transactions and sent them out to customers as needed.
- Verified accuracy of all documents related to the customer's travel plans.
- Assisted customers in booking airline tickets, rental cars, and hotel reservations.
- Analyzed current market trends to identify potential areas of growth.
- Assisted colleagues in resolving difficult issues when needed.
Guest Service Representative
HOTEL LAGUNAMAR
VENEZUELA, MIRANDA
01.2008 - 11.2014
- Verified reservations by phone or in person.
- Resolved guest complaints in a professional manner.
- Ensured compliance with hotel policies and procedures.
- Handled customer complaints professionally and efficiently.
- Answered incoming calls from guests seeking reservations or general information.
- Provided assistance to guests throughout their stay.
- Assisted with luggage storage upon request.
- Tracked inventory levels of supplies needed for front desk operations.
- Assisted guests with check-ins and check-outs in a timely manner.
- Maintained cleanliness of lobby area throughout shift.
- Provided guidance to new team members on how to perform tasks correctly.
- Greeted guests and provided information regarding hotel services, amenities, and local attractions.
- Encouraged customers to provide feedback on their stay experiences.
- Organized special requests such as wake up calls, extra pillows, cribs.
- Promoted loyalty programs to encourage repeat business.
Education
SUPERIOR TECHNICIAN IN TOURISM - Tourism
UPTBAL
VENEZUELA12-2018
Skills
- Client Relationship Management
- Market and competitive analysis
- Concierge support
- Reservation Management
- Customer Service
- Guest Relations
- Guest Orientation
- Emergency Response
- Flexible Schedule
- Issue Resolution
Languages
English
Limited
Spanish
Native/ Bilingual
Italian
Elementary
Timeline
Sales Manager
ALANA TOURS LLC
09.2016 - Current
Guest Service Representative
HOTEL LAGUNAMAR
01.2008 - 11.2014
SUPERIOR TECHNICIAN IN TOURISM - Tourism
UPTBAL