Claudia Cappelletti
Madrid
Summary
Thank you for considering my application. I am a highly motivated, passionate, energetic and commercially focused team worker who understands how paramount excellent customer service is to the success of a business.
In recent years, I have developed excellent communication and interpersonal skills, which means I will consistently be a positive role model for your company, services and brand.
I am a high achiever. In addition, to attaining excellent academic grades, I was regularly praised by my manager in my previous role for my flexibility, loyalty, and commitment to continuous improvement and development.
If you hire me, I will ensure to serve your customers positively impacting the companies reviews, sales, and protect your hard earned reputation in this competitive industry.
Overview
21
21
years of professional experience
Work History
Front Office Manager
Hotel Pestana Plaza Mayor
09.2023 - Current
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Liaised with vendors like housekeeping department, security personnel regarding guest requests or concerns.
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Created and managed budgets for travel, training and teambuilding activities.
Front Office Manager
Sheraton Hotel
Athlone
05.2023 - 08.2023
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Created and optimized employee schedules for shift coverage.
- Monitored office inventory to maintain supply levels.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Met budget targets and quality standards by proactively leading team members and monitoring operations.
- Stay up to date with industry trends, technologies and best practices to optimize operations.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Recruited, trained and developed administrative team to support corporate growth and objectives.
- Delegated work to staff, setting priorities and goals.
- Evaluated individual and team business performance and identified opportunities for improvement.
Hotel & Company (Stubelhot), General Manager
Hotel Stubel Suites & Cafe
Quito
01.2007 - 05.2023
- Develop and implement training programs to enhance the skills and knowledge of the staff.
- Foster a positive work environment and promote teamwork and collaboration among employees.
- Monitor and analyze performance metrics, such as conversion rate, call volume and customer satisfaction, to identify area for improvement.
- Develop effective pricing strategies balancing seasonality, economy, customer segments, property objectives, and customer satisfaction.
- Lead a team, mentor, and motivate setting clear goals, providing regular feedback and facilitating their professional growth.
- Control labor and capital expenses.
- Business analysis - financial analysis of profitability, sale price / mix, local cost to support operations review and make key decisions.
- Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
- Negotiated rates with corporate entities related to extended stay contracts.
- Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
- Optimized room rates to gain maximum occupancy figures, improving revenue growth and increasing market share.
- Monitored kitchen area and staff to maintain overall safety and establish proper food handling techniques.
- Established successful employee turnover and retention strategies to improve culture and boost employee experience and business outcomes.
- Oversaw reservations received from direct calls and provided room availability information.
- Managed labor and property expenses to achieve maximum flow-thru to bottom line.
- Oversaw recruiting, interviews and new employee hiring.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Identify ways to grow occupancy, RevPar, and market share by researching and staying aware of competitor strategies.
Director of Rooms
JW Marriott Quito
Quito
12.2005 - 01.2007
- Oversaw day-to-day operations of front desk, housekeeping and concierge services.
- Met with VIPs to provide specialized services.
- Fielded guest issues and complaints and reported to employees or general manager.
- Coached front office division on customer service standards.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Lead motivate and mentor a team to deliver outstanding customer service.
- Develop and implement training programs to enhance the skills and knowledge of the staff.
- Excellent sales, administrative and reservations skills.
- Prepare regular reports and present KPI to senior management.
- Ensure the labor and expenses budgets are monitored and meet establish company goal.
Director of Services
JW Marriott
Quito
02.2005 - 12.2005
- Created work schedules to provide quality service to customers and maintain employee satisfaction.
- Recruited and hired new employees based on company needs and culture.
- Monitored business performance and improved customer experiences with staff guidance.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Ensure payroll is properly processed and recorded.
- Observed employee performance and provided valuable feedback using online performance evaluation software.
- Listened to customer feedback and responded to maintain or improve processes.
Front Office Manager
JW Marriott Quito
Quito
03.2004 - 02.2005
- Respond promptly to day-to-day inquiries prioritize requests to enure high-risk / time sensitive issues are addressed first.
- Foster a positive work environment and promote teamwork and collaboration among employees.
- Foster pro-active engagement with customers, ensuring regular communication to understand their needs and concerns and identify opportunities for additional values.
- Support with the preparation of quotation for clients and follow-ups.
Front Desk Manager
Marriott Hotels
St. Kitts & Nevis
12.2003 - 03.2004
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Managed customer complaints and rectified issues to complete satisfaction.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Resolved guest complaints promptly and followed-up to verify restored satisfaction.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Welcomed large volume of guests and improved overall customer service.
- Completed financial audits on scheduled basis.
Front Office Manager
Marriott Hotels
San Salvador
11.2002 - 12.2003
- Met budget targets and quality standards by proactively leading team members and monitoring operations.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Recruited, trained and developed administrative team to support corporate growth and objectives.
Education
MBA - Business Administration
Swiss School of Business Research
Switzerland06.2022
Bachelor of Science - Business Management
Penn Foster College
United States06.2021
Skills
- Operations Management
- Project Management
- Customer Service
- Customer Relations
- Workflow Coordination
- Proficient in Microsoft Office
- Proficient in OPERA
- Effective Planning
- Payroll and Budgeting
- Senior Leadership Support
- Database Management
- Schedule Management
- Fluent in Spanish, Italian, and English
Languages
English, Spanish, Italian
First Language
Timeline
Front Office Manager
Hotel Pestana Plaza Mayor
09.2023 - Current
Front Office Manager
Sheraton Hotel
05.2023 - 08.2023
Hotel & Company (Stubelhot), General Manager
Hotel Stubel Suites & Cafe
01.2007 - 05.2023
Director of Rooms
JW Marriott Quito
12.2005 - 01.2007
Director of Services
JW Marriott
02.2005 - 12.2005
Front Office Manager
JW Marriott Quito
03.2004 - 02.2005
Front Desk Manager
Marriott Hotels
12.2003 - 03.2004
Front Office Manager
Marriott Hotels
11.2002 - 12.2003
MBA - Business Administration
Swiss School of Business Research
Bachelor of Science - Business Management
Penn Foster College
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