Susy Garcia Silva
Austin
Summary
Dynamic professional with a proven track record at JW Marriott, excelling in customer service and department coordination. Leveraged strong organization and guest relations skills to enhance guest satisfaction and streamline operations. Adept at training and mentoring, significantly improving team performance and efficiency. Skilled in fostering inter-department collaboration, contributing to a positive work environment and reducing guest complaints.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Housekeeping Coordinator
JW Marriott
02.2024 - Current
- Worked with front desk to respond promptly to all guest requests.
- Enhanced guest satisfaction by ensuring the timely completion of housekeeping tasks and maintaining high-quality standards.
- Streamlined communication between housekeeping staff and hotel management, resulting in improved efficiency and teamwork.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Trained and mentored my Housekeeping Coordinator co-worker
- Reduced guest complaints by effectively coordinating with the housekeeping team to address issues promptly.
- Collaborated with other departments to resolve guest issues promptly, fostering a seamless service experience for guests.
- Served as a liaison between the housekeeping department and front desk staff, facilitating clear communication regarding room statuses and guest requests.
- Maintained accurate records of maintenance requests and coordinated with the engineering department to ensure timely repairs or replacements when needed.
- Managed lost and found items effectively by reporting them to LP department
- Contributed to the establishment of a positive work environment through effective leadership and support for housekeeping staff members.
Public Area Attendant
JW Marriott
06.2023 - 01.2024
- Increased efficiency by utilizing proper cleaning techniques, tools, and equipment for various surfaces and areas.
- Improved overall cleanliness by efficiently executing daily cleaning tasks in public areas.
- Reduced customer complaints by promptly addressing and resolving housekeeping issues in public areas.
- Assisted other departments as necessary, providing additional support during peak occupancy periods or staff shortages.
- Collaborated with team members to ensure a thorough and timely completion of assigned tasks throughout the property.
- Supported hotel events by setting up, breaking down, and maintaining cleanliness during functions as needed.
- Preserved cleaning equipment and reported maintenance deficiencies or irregularities to supervisor.
- Maintained cleanliness of restrooms by washing down and properly sanitizing walls, floors and toilets.
- Maintained optimal supply levels to meet daily and special cleaning needs.
Telephone Operator
Sitel/Foundever
02.2022 - 04.2023
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Maintained accurate records of calls placed and received.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Demonstrated adaptability during peak hours or high-stress situations by remaining calm, focused, and efficient in handling multiple tasks simultaneously.
- Assisted callers with inquiries, providing accurate information about products, services, or company policies.
- Processed customer payments for timely, accurate order fulfillment.
Staples Food Vendor
Hilda’s Grocery Store
03.2020 - 01.2021
- Checked stock levels and restocked items.
- Enhanced customer satisfaction by providing efficient and friendly service at the food stand.
Saleswoman of Internet and Cable Service
3Kickoff PMO Solutions
08.2019 - 12.2019
- Developed tailored sales strategies for diverse clients, effectively addressing their unique needs.
- Mentored junior sales staff members, sharing best practices to help them achieve success in their roles quickly.
- Established strong rapport with customers, fostering long-term relationships and generating repeat business.
- Drove team revenue totals by bringing in top sales numbers.
Coordinator of Volunteers
CANTERA
11.2017 - 10.2018
- Promoted a positive organizational culture, creating an environment where volunteers felt valued and appreciated.
- Identified new avenues for recruiting diverse groups of volunteers by establishing partnerships with various community organizations.
- Developed targeted marketing materials to promote volunteering opportunities within the community at large.
- Assisted in developing annual budgets related to volunteer management activities, ensuring financial sustainability of the program while maximizing impact on organizational goals.
- Provided ongoing support to volunteers through mentorship, coaching, and resource allocation as needed.
Education
Journalism -
Universidad De Managua
Managua, Nicaragua10-2018
Skills
- Work prioritization
- Customer service-focused
- Task delegation
- Strong organization
- Guest relations
- Performance improvements
- Training and mentoring
- Inter-department collaboration
- Policy enforcement
- Department coordination
- Team building
- Customer service
- Customer relationship management
- Task assignment
Certification
- Sales Pitch and Closing, October 2021
- Presentations: Speaking so that People Listen, July 2021.
- Academic listening and Note-Taking, July, 2021.
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
Housekeeping Coordinator
JW Marriott
02.2024 - Current
Public Area Attendant
JW Marriott
06.2023 - 01.2024
Telephone Operator
Sitel/Foundever
02.2022 - 04.2023
Staples Food Vendor
Hilda’s Grocery Store
03.2020 - 01.2021
Saleswoman of Internet and Cable Service
3Kickoff PMO Solutions
08.2019 - 12.2019
Coordinator of Volunteers
CANTERA
11.2017 - 10.2018
Journalism -
Universidad De Managua
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