TIHANA GARCIA
Miami,FL
Summary
Results-driven sales leader with a strong record of driving productivity, meeting goals, and improving team performance. Skilled in leading teams, developing effective sales strategies, and executing plans that support consistent results. Known for clear communication, strong problem-solving, and confident decision-making that help exceed sales targets while building a positive, collaborative team environment.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work History
Reservation Supervisor
Marriott Vacations Worldwide Corp
Miami, FL
06.2022 - Current
- Trained staff on reservation systems and customer service protocols.
- Coordinated with departments to ensure seamless guest experiences.
- Resolved guest inquiries and issues efficiently and professionally.
- Implemented process improvements to enhance booking efficiency.
- Conducted regular staff meetings to discuss performance goals and objectives.
- Created reports on monthly sales figures and occupancy rates.
- Developed and implemented new procedures for handling reservations.
- Implemented strategies to increase revenue through up-selling techniques.
- Collaborated with other departments such as Sales and Marketing to promote special offers.
- Assisted with training new employees on the reservation process.
- Tracked customer feedback from surveys and social media sites.
- Prepared weekly forecasts for room availability based on current bookings.
- Assisted customers via phone by providing confirmations, answering questions, and offering general information.
- Maintained confidentiality of customer information in compliance with privacy regulations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Coached staff on strategies to enhance performance and improve customer relations.
- Motivated sales professionals by delivering positive reinforcement and constructive feedback.
- Established ambitious goals for employees to promote achievement and surpass business targets.
- Used video conferencing solutions to communicate and train personnel in remote offices.
- Assisted professionals by listening in on customer calls and suggesting techniques to close sales.
- Delivered consistent one-on-one and group training sessions to help professionals improve skills and selling techniques.
Front Office Supervisor
The Cliffs Hotel and Spa
Pismo Beach, California
02.2019 - 02.2022
- Works with Sales, Food and Beverage, and housekeeping management in coordinating daily activities, meetings, and group activities, ensuring guest satisfaction
- Created an organized weekly schedule for all front desk agents and bell staff
- Managed reservation systems to optimize room availability and guest flow.
- Trained new employees on customer service and hotel procedures.
- Resolved guest inquiries and complaints with professionalism and care.
- Collaborated with housekeeping to maintain room standards and cleanliness.
- Scheduled staff shifts to ensure adequate front desk coverage at all times.
- Conducted regular meetings with front office staff members to discuss any issues they may have encountered during their shift hours or when dealing with guests directly at check-in and check-out counters .
- Implemented policies and procedures related to the front office operations.
- Collaborated with marketing teams on campaigns that would increase foot traffic in the lobby area as well as throughout the entire hotel property itself.
- Communicated effectively and immediately to employee as well as guest related issues
- Took immediate corrective action when guests needs were not met
- Supervised front office and valet staff to ensure smooth daily operations.
- Prepared reports on occupancy rates, revenue targets, and other performance metrics.
- Completed employee evaluations and created plans to reward or enhance performance.
Family Nanny
Mr. & Mrs. Brian Sawyer
nipomo, United States
10.2018 - 12.2019
- Responsible for providing a safe, caring, nurturing and stimulating environment in which the children thrive and develop.
- Duties included cleaning and preparing three meals each day.
- Also responsible for keeping the children's areas neat and tidy and doing the children's laundry, in addition to providing attentive, high quality childcare.
Guest Services Agent
The Cliffs Hotel and Spa
Pismo Beach, California
05.2017 - 02.2019
- Operate property management system for guest check-in, check-outs and reservation creation
- Provide genuine and professional phone etiquette
- Completed daily checklist in a timely manner
- Assisted with projects assigned during shift
- Demonstrated a attitude of friendly hospitality in every aspect of service
- Communicated pleasantly and courteously with guests, management and co-workers
- Worked with other departments such as Sales or Food & Beverage to satisfy guest needs and desires
- Responded promptly to guest inquiries and resolved issues effectively.
- Coordinated special requests, enhancing the guest experience during stays.
- Provided information about hotel amenities, local attractions, and services.
- Maintained an up-to-date knowledge of all hotel services, amenities, promotions, packages and special events.
- Processed guest payments quickly and efficiently.
Education
Allan Hancock College
Santa Maria, CA 09.2015 - 06.2017
Skills
- Reservation management
- Revenue optimization
- Customer relationship management
- Staff training
- Guest service excellence
- Microsoft Excel
- Data analysis
- Operational efficiency
- Team coordination
- Problem solving
- Effective communication
- Conflict resolution
- Leadership development
- Staff training and development
- Upselling proficiency
- Sales
- Team collaboration
- Staffing and scheduling
Personal Information
Date of Birth: 11/23/97
Timeline
Reservation Supervisor
Marriott Vacations Worldwide Corp
06.2022 - Current
Front Office Supervisor
The Cliffs Hotel and Spa
02.2019 - 02.2022
Family Nanny
Mr. & Mrs. Brian Sawyer
10.2018 - 12.2019
Guest Services Agent
The Cliffs Hotel and Spa
05.2017 - 02.2019
Allan Hancock College
09.2015 - 06.2017