Sylvia Claramunt-Acosta
Miami
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
1
1
Certification
Work History
Guest Service Agent
Sonesta International Hotels Corporation
- Building Guest Trust and Loyalty
- Understanding Guests Needs
- Multitasking and prioritizing, having good time management
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Collected room deposits, fees, and payments.
- Managed check-in and check-out procedures for guests.
- Performing daily procedures with accuracy and determination.
- Usage of OPERA Systems
- Upheld hotel policies and procedures by providing high level of customer service.
- Performing Good Phone Etiquette
- Handled customer complaints to satisfy and retain guests.
Cafe Attendant
Sonesta International Hotels Corporation
- Greeted customers with smile and provided helpful suggestions.
- Preparing Quick Bites, Breakfast Specialties
- Quick thinking, multitasking, taking orders and delivering meal items to guests.
- Beginner level Starbucks Barista
- Produced food and drink products adhering to company quality and quantity standards.
- Replenished products daily for optimal freshness and visibility.
- Cleaning work area and guest dining areas
- Restocked inventory and ingredient items to maintain optimal kitchen efficiency.
- Adhered to all safety and sanitation standards while preparing and delivering food.
- Maintained clean and safe workstation while adhering to all food safety and sanitation regulations.
- Displayed calm and friendly demeanor when addressing and resolving customer issues and complaints.
- Processed sales transactions using POS system.
- Managed multiple tasks in high-volume environment.
Customer Service Staff Member
Publix Supermarkets Store
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Met and exceed productivity targets by handling every interaction with top-notch customer service.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes.
- Trained new hires on products and services, best practices, and protocols.
- Maintained up-to-date knowledge of product and service changes.
- Handled transactions for the Florida Lottery
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Spa Attendant
Ritz Carlton Coconut Grove, Miami
04.2024 - Current
- Greeted guests and gave them a Spa tour, acknowledged any celebrations or accomplishments.
- Conducted locker room tours and provided information and directions.
- Restocked Spa Guest Supplies
- Prepared any Food & Beverage for both Women & Men Spa areas.
- Maintained Clean Towels in Steam rooms, Showers and near the Sauna.
- Set up lockers with robes and slippers to prepare guests for massages & facials.
- Recommended and sold spa packages and products based on client's preferences and needs.
- Carried out regular walk throughs of entire spa to verify cleanliness, working facilities and adequate stock levels of guest amenities and linens.
- Maintained Gym stocked with amenities
- Prepared all Beverage Teas for both the Gym & Spa
- Supported fitness center activities by cleaning machines, replenishing bottled water, replacing hand towels, and refilling the tea beverage.
- Made Recommendations of Dining, Beach and Shopping experiences within the Hotel and nearby areas.
Education
Bachelor of Science - Hospitality Management
University of Central Florida
Orlando, FL12.2024
Associate of Arts - Hospitality Travel & Tourism Administration
Miami Dade College
Miami, FL12.2020
Skills
- Strong Work Ethic
- Customer Satisfaction
- Organizational Skills
- Concierge services
- Exceptional communication
- Guest Relations
- Opening and closing procedures
- Retail display setup
- Retail Store Operations
- Data Entry
- Cash Handling
- Upselling strategies
Activities
I have a passion for travel destinations across our nation. U.S Historical Landmarks, Resorts and Wine Tasting are within my top interest. I enjoy learning about everything about Lodging Operations and Beverage Management. I strive to create a unique experience for all guests all while delivering a top-notch guest service experience in a Resort, Theme Park Attraction or Cruise Line setting.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
French
Elementary
Certification
- DBPR-Contracted Food Safety Provider (ServSafe)
- Human Trafficking Awareness Certification
Timeline
Spa Attendant
Ritz Carlton Coconut Grove, Miami
04.2024 - Current
Guest Service Agent
Sonesta International Hotels Corporation
Cafe Attendant
Sonesta International Hotels Corporation
Customer Service Staff Member
Publix Supermarkets Store
Bachelor of Science - Hospitality Management
University of Central Florida
Associate of Arts - Hospitality Travel & Tourism Administration
Miami Dade College
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