THOMAS PASQUARELLA
Arlington,Virginia
Summary
Dynamic professional with extensive experience at Sheraton Reston Hotel, excelling in customer service and corporate event management. Proven track record in relationship building and managing complex rooming lists, enhancing guest satisfaction. Adept at implementing process improvements and leading teams to deliver exceptional experiences, ensuring seamless operations during high-volume events.
Overview
4
4
years of professional experience
Work History
Front Desk Agent/Banquet Captain
Sheraton Reston Hotel
Reston, VA
02.2024 - Current
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Coordinated complex hotel rooming lists for large-scale group bookings, ensuring accuracy, special requests, and seamless check-in experiences, contributing to client satisfaction and operational efficiency.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Advanced Lightspeed and Rooming List experience, along with 6+ months of CI/TY and MARSHA training
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Assisted sales and event managers in sales office, shadowing client and corporate meetings and calls as well as performing certain tasks pertaining to operations.
- Assisted in Banquets very frequently as needed.
- Monitored inventory levels of supplies and equipment to optimize resource allocation for events.
- Conducted post-event evaluations to identify areas for improvement in service quality and operations.
- Implemented process improvements that streamlined service delivery during high-volume events.
- Supervised banquet staff to ensure seamless event execution and exceptional guest experiences.
- Coordinated logistics for events, including setup, service timing, and breakdown procedures.
Guest Relations Manager
Flagstop Carwash
Richmond, Virginia
01.2022 - 02.2024
- Developed and maintained strong partnerships with local attractions and tour operators to provide diverse activity options for guests during their stay.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Liaised closely with sales teams to develop strategies that targeted specific market segments resulting in increased guest bookings.
- Communicated with guests and customers via email and phone call to follow up on incident reports, overall experience.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
Education
ASSOCIATES DEGREE - BUSINESS
John Tyler Community College
Midlothian, VirginiaGED -
Midlothian High School
Midlothian, VirginiaSkills
- Customer service
- Rooming list creation & management
- Managing large datasets (names, dates, preferences)
- Lightspeed
- CI/TY experience
- Interpersonal skills
- Continuous improvement
- Corporate event management
- Relationship building
- Handling last-minute changes and guest concerns diplomatically
- Analytical thinking
- Banquet setup
- Familiarity with hotel reservation systems or booking platforms
- Guest relations
- Supporting VIP or executive-level clients
- Sales coordination
- Rooming list coordination
- Addressing overbooking or room type conflicts
- On-site Execution
- Team leadership and supervision
- Tracking and reconciling rooming charges or billing issues
- Budget Management
Extracurricular Activities
Varsity Baseball, Midlothian High School, 2015-2019, Engaged in team building activities, extra curricular events, fundraising events, and team/character bonding activities.
Timeline
Front Desk Agent/Banquet Captain
Sheraton Reston Hotel
02.2024 - Current
Guest Relations Manager
Flagstop Carwash
01.2022 - 02.2024
ASSOCIATES DEGREE - BUSINESS
John Tyler Community College
GED -
Midlothian High School