Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Susy Raquel Garcia Silva

Austin,TX

Summary

Dynamic hospitality professional with a robust background in delivering exceptional service. Demonstrates the ability to manage assignments efficiently and resolve issues proactively, consistently ensuring top-tier customer satisfaction. Highly motivated and eager to embrace new challenges, with a proven record of rapidly mastering new skills and thriving in both independent and team-oriented environments. Renowned for a strong work ethic, adaptability, and outstanding interpersonal communication skills.

Overview

7
7
years of professional experience

Work History

HOUSEKEEPING COORDINATOR

JW Marriott
Austin, TX
02.2024 - Current
  • Worked with the 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

FRONT DESK AGENT

JW Marriott
Austin, TX
02.2025 - 04.2025
  • Processed payments accurately and efficiently.
  • Provided information about hotel amenities, services, and local attractions.
  • Assisted with check-in and check-out procedures for guests.
  • Inputted guest information into computer system accurately and securely.
  • Addressed customer needs in a timely manner.
  • Ensured that all safety regulations were followed according to company standards.
  • Resolved customer complaints promptly and courteously.
  • Assisted with luggage handling for incoming guests.
  • Performed light housekeeping duties such as stocking supplies or cleaning surfaces.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Computed bills, collected payments and made change for guests.
  • Issued room keys and escort instructions to bellhops.
  • Input and confirmed reservations for guests.
  • Contacted housekeeping or maintenance staff to report room or building issues.
  • Greeted, registered, and assigned rooms to hotel guests.
  • Recorded guest comments or complaints, escalating to management for immediate resolution.
  • Planned special events such as volunteer appreciation dinners or award ceremonies honoring those who had made significant contributions over the course of the year.
  • Coordinated recruitment of volunteers, including developing volunteer job descriptions and posting volunteer opportunities.
  • Conducted orientations for new volunteers and provided ongoing support to ensure successful placement.
  • Participated in community outreach initiatives aimed at increasing awareness about volunteering opportunities within the organization.
  • Established relationships with local organizations to identify potential volunteers.

HOUSEKEEPING INSPECTOR

JW Marriott
Austin, TX
02.2024 - 02.2025
  • Conducted daily inspections of all housekeeping staff work performance to ensure quality assurance.
  • Followed up on corrective action plans implemented after previous inspections.
  • Checked guest rooms upon arrival for any potential maintenance needs or deficiencies.
  • Performed periodic deep cleans throughout the facility as needed.
  • Responded to complaints from guests regarding cleanliness or service issues in a timely manner.
  • Verified that all lost items were accounted for in accordance with established procedures.
  • Recognized outstanding customer service provided by members of the housekeeping team.
  • Monitored the storage of linen and other materials in accordance with health regulations.
  • Communicated with maintenance team on damages to repair.
  • Sanitized and cleaned sinks, mirrors, toilets and showers.
  • Reported damage or theft of hotel property to management.

PUBLIC AREA ATTENDANT

JW Marriott
Austin, TX
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
Managua, Nicaragua
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

SALESWOMAN OF INTERNET AND CABLE SERVICE

3Kickoff PMO Solutions
Managua, Nicaragua
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
Ciudad Sandino, Nicaragua
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
  • Assisted with onboarding processes for new team members who would be working closely with volunteers.
  • Planned special events such as volunteer appreciation dinners or award ceremonies honoring those who had made significant contributions over the course of the year.
  • Conducted orientations for new volunteers and provided ongoing support to ensure successful placement.
  • Prepared budgets related to recruiting, training, managing and recognizing the efforts of volunteers.
  • Organized training sessions for existing volunteers to enhance their skills and knowledge in their roles.

Education

Bachelor of Journalism -

Universidad De Managua
Managua, Nicaragua
10-2018

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
  • Payment processing
  • Room assignments
  • Phone and email etiquette
  • Registration processing
  • Telephone etiquette
  • Guest services
  • Active listening
  • Check-in and Check-out procedures

Languages

Spanish
Native/ Bilingual
English
Professional

References

  • Esther Alvarez, phone number: 786.660.1396
  • Selene Aguilera, phone number: 956.204.1910

Timeline

FRONT DESK AGENT

JW Marriott
02.2025 - 04.2025

HOUSEKEEPING INSPECTOR

JW Marriott
02.2024 - 02.2025

HOUSEKEEPING COORDINATOR

JW Marriott
02.2024 - Current

PUBLIC AREA ATTENDANT

JW Marriott
06.2023 - 01.2024

TELEPHONE OPERATOR

Sitel/Foundever
02.2022 - 04.2023

SALESWOMAN OF INTERNET AND CABLE SERVICE

3Kickoff PMO Solutions
08.2019 - 12.2019

COORDINATOR OF VOLUNTEERS

CANTERA
11.2017 - 10.2018

Bachelor of Journalism -

Universidad De Managua

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CREATE PROFILE
Susy Raquel Garcia Silva