Silvia Sosa Arvízu
Bussiness Administration
Summary
Personable and intelligent management professional in-depth knowledge of hospitality industry and bussines administration. Dependable candidate focused on providing exceptional service and highly effective resolving issues. Over 15 years of customer service experience and more than 10 years of extensive knowledge in hotel operations and procedures. Builds supportive work environments that boost staff efficiency.
Hardworking and passionate candidate with a positive attitude, ready to help team achieve company goals.
Overview
13
13
years of professional experience
Work History
Guest Service Manager
Holiday Inn
San Francisco de Campeche, Campeche
01.2015 - 10.2023
- Liaised between guests and hotel management, relaying information, promotions and issues.
- Implemented procedures and services to improve hotel services and amenities.
- Oversaw lobby operations and concierge services.
- Attended to customer needs, responding to questions, complaints and escalations.
- Monitored staff training.
- Maintained and troubleshot hotel property management systems(OPERA)
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Understood and implemented safety and emergency procedures.
- Supervised team of 7 front desk agents and helped to resolve issues arising during shifts.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Implemented successful strategies to increase customer satisfaction.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Evaluated and promptly resolved lodging facility operational issues.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Trained new employees, demonstrating best methods for serving clients and guests.
Receptionist
Starwood Hotels & Resorts Worldwide
San Francisco de Campeche, Campeche
03.2011 - 07.2014
- Answered phone promptly and directed incoming calls to correct offices.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided clerical support to company employees by copying, and filing documents.
- Confirmed appointments, communicated with clients, and updated client records.
- Corresponded with clients through email or telephone.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Organized, maintained and updated information in computer databases.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Collected payments, processed transactions and updated relevant records.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Tracked important information in Opera spreadsheets and ran reports or generated graphs using data.
Education
BBA - Business Economics
01.2014 - 07.2016
Skills
Guest accommodations
Brand Management
Guest experiences
Office and staff streamlining
Strategic planning and analysis
Planning and Coordination
Dependable and Responsible
Attention to Detail
Active Listening
Self-Motivated
Teambuilding
Excellent Communication
Multitasking Abilities
Training and Development
Problem-Solving
Timeline
Guest Service Manager - Holiday Inn
01.2015 - 10.2023
Universidad Interamericana Para El Desarrollo - BBA, Business Economics
01.2014 - 07.2016
Receptionist - Starwood Hotels & Resorts Worldwide
03.2011 - 07.2014