Summary
Overview
Work History
Education
Skills
Timeline
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Victoria Mussa

Summary

Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Seeking to further my experience in hospitality through the Sales Department

Overview

6
6
years of professional experience

Work History

Sales Coordinator

Quorum Hotels And Resorts
02.2024 - Current
  • Worked closely with the sales team to prioritize tasks, set goals, and allocate resources efficiently; resulting in increased productivity and revenue.
  • Created BEO's, Resume's and Contracts for new/existing clients
  • Handled all billing through Galaxy Lightspeed, group masters for room blocks and events held on property
  • Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
  • Increased sales revenue by establishing strong relationships with clients and identifying new business opportunities.
  • Reviewed sales performance data regularly to identify areas for improvement and implement corrective actions when needed.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Negotiated contracts on behalf of the organization while adhering to set guidelines; leading successful deals that resulted in increased profits.

Assistant Front Office Manager

The Historic Menger Hotel
12.2023 - 12.2024
  • Performed as MOD on shifts in absence of Front Office Manager
  • Lead the team on shifts to ensure proper check in and check out procedures and guest satisfaction
  • Prepared weekly staff schedule for FOM to review
  • Responded daily to post stay guest reviews/feedback to determine areas for improvement
  • Worked with Opera PMS system
  • Attended weekly staff, resume, and revenue meetings to communicate with staff to ensure operations of the front desk department
  • Conducted interviews with potential new hotel staff with FOM and in place of FOM when not present
  • Trained all new front desk agents and PBX agents.
  • Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
  • Balanced daily cash transactions, accurately maintaining financial records for the front office department.

Front Desk Supervisor

Hotel Valencia Riverwalk
05.2021 - 11.2023
  • Performed as MOD on shifts
  • Ensure font desk and PBX are completing tasks as they work
  • Reviewed guest alerts and internal alerts to follow up according
  • Attended staff meetings to communicate the operations of the front desk
  • Assisted other departments including valet, room service, and housekeeping to ensure guest satisfaction
  • Reviewed resumes and assisted sales to ensure guest satisfaction with groups in house
  • Worked closely with Stay & Touch PMS system and Alice
  • Assisted training of new front desk staff.

Guest Experience Expert

Marriott International - JW Marriott San Antonio Hill Country Resort & Spa
05.2019 - 05.2021
  • Average a Check-in experience score of 82 - 7 Points above the Brand Average - in GSS Check-in Experience from May 2019 - March 2020
  • Input & log any guest requests, preferences, and issues in GXP/Salesforce
  • Proactively upsell guests at the time of check-in to increase REVPAR, resulting in $4,300 in upsell revenue in 2020
  • Promptly resolve any guest issues that arise in shift as need and report the outcome to management
  • Achieve a 100% in 2019 Brand Standard Audit for Check-in Experience
  • Review pre-arrival information for guests and ensure accurate blocking for room type guarantees
  • Assist in on boarding of new front desk agents, ensuring understanding of Marriott systems including FSPMS & MICROS, as well as instruct on the Marriott Bonvoy loyalty program
  • Lead daily shift stand-up meetings for team of 15+ agents with focus on new survey results, groups in house, previous shift pass-on, and role-playing for customer satisfaction
  • Maintain personal bank and count for accuracy at end of each shift, to ensure proper financial shift documentation.

Education

New Braunfels High School
New Braunfels, TX
05.2012

Skills

    Customer Communication

    Data Entry

    Goals and performance

    Strong enthusiasm

Timeline

Sales Coordinator

Quorum Hotels And Resorts
02.2024 - Current

Assistant Front Office Manager

The Historic Menger Hotel
12.2023 - 12.2024

Front Desk Supervisor

Hotel Valencia Riverwalk
05.2021 - 11.2023

Guest Experience Expert

Marriott International - JW Marriott San Antonio Hill Country Resort & Spa
05.2019 - 05.2021

New Braunfels High School

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Victoria Mussa