Summary
Overview
Work History
Skills
Timeline
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Patricia Marina Da Silva

Getafe

Summary

Versatile and dynamic, with a proven track record at DCD for enhancing guest satisfaction through exceptional communication and fluent multilingual abilities. Adept at problem-solving and maintaining composure under pressure, I significantly improved client experiences by offering tailored concierge services and efficient language support. Skilled in event planning and confidentiality, my approach consistently fosters inclusivity and respect.

Diliget with solid background in providing exceptional guest services. Proven experience in enhancing guest satisfaction through attentive and personalized service. Demonstrated effective communication and problem-solving skills.

Overview

5
5
years of professional experience

Work History

Head of Concierge

DCD
06.2022 - Current
  • Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
  • Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
  • Contributed to a positive work environment by maintaining a professional demeanor at all times.
  • Maximized guest satisfaction by promptly addressing concerns and resolving issues.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Leveraged technology to update guests on upcoming events and promotions, increasing participation and engagement.
  • Coordinated transportation arrangements for guests, leading to seamless travel experiences.
  • Provided language translation services as needed, easing communication barriers for international guests.
  • Streamlined ticket booking process for local attractions, improving efficiency and guest satisfaction.
  • Assisted in planning and executing special events, contributing to memorable guest experiences.
  • Improved customer satisfaction with prompt and accurate information about local attractions.
  • Managed reservations for exclusive events, increasing guest engagement and satisfaction.
  • Responded to guest inquiries and complaints, resolving issues to maintain high service standards.
  • Handled customer complaints to satisfy and retain guests.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Greeted guests upon arrival by providing warm welcome.
  • Maintained accurate and up-to-date records of guest information.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Created welcoming and comfortable environment for guests.
  • Utilized variety of organizational and communication skills to drive guest satisfaction.
  • Facilitated and coordinated transportation services for guests.
  • Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
  • Upheld hotel policies and procedures by providing high level of customer service.
  • Managed check-in and check-out procedures for guests.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.

Iberian Region & LATAM Audience Development

DCD
06.2022 - Current
  • Audience Development: Identification, segmentation and attraction of key audiences to ensure maximum attendance and relevance at brand events.
  • Prospecting and Customer Acquisition: Market research and analysis in the Iberian Peninsula and Latin America to identify commercial opportunities, increase brand visibility and expand the customer base.
  • CRM Management: Efficient database management and audience segmentation through tools such as Salesforce and LinkedIn to optimize customer management and improve lead conversion.




Translator and Interpreter

Freelance
01.2020 - Current
  • Translated documents from Spanish to Portuguese.
  • Translated documents from English to Portuguese/ Spanish
  • Enabled smoother negotiations for clients with foreign counterparts by offering real-time interpretation support.
  • Upheld strict confidentiality guidelines when handling sensitive information or classified documents for clients.
  • Improved cultural understanding among colleagues by providing language training sessions and workshops on foreign customs and practices.

Skills

  • Customer service
  • Highly adaptable
  • Strong work ethic
  • Effective problem solving
  • Excellent multitasking
  • Proactive attitude
  • Team player mentality
  • Exceptional communication
  • Maintaining composure
  • Reliable punctuality
  • Event planning
  • Efficient resourcefulness
  • Problem-solving
  • Discreet confidentiality
  • Fluent in multiple languages
  • Attention to detail
  • Time management
  • Advanced database management and CRM (Salesforcecom)
  • LinkedIn marketing and B2B prospecting strategies
  • B2B commerce platform management (Salesforce B2B Commerce)
  • Data analysis and reporting in Microsoft Excel

Timeline

Head of Concierge

DCD
06.2022 - Current

Iberian Region & LATAM Audience Development

DCD
06.2022 - Current

Translator and Interpreter

Freelance
01.2020 - Current

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Patricia Marina Da Silva