Sithila W
Florence
Summary
Talented Front Desk Lead associate versed in solving range of daily issues with efficient and professional attitude. Adapts easily to changing demands and learns new information quickly.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Front Office Lead
Ac Hotel Firenze by Marriott
2022.10 - Current
- Supervise and support the Front Desk Team, guiding them through daily activities and empower GXP as property coach and administrator.
- Marriott Bonvoy Loyalty driven mindset through out the daily ops.
- Support other departments such as F&B and Housekeeping throughout daily movements.
- Manage rooms inventory to maximize cluster rooms revenue, Maintain the transient rooms inventory for the hotel and responsible for maximizing transient revenue.
- Use Basic knowledge of MarRFP on responding to a local guests’ requests.
- Contribute/support the management as per request - following brand strategies that will maintain and increase the hotel RevPAR.
- Maintaining client records. Answering client questions about credit terms, products, prices and availability.
- Follow up with guests and my Team members to ensure their requests or problems have been met to their satisfaction.
- Welcome and acknowledge all guests according to company standards - demonstrate genuine appreciation for their loyalty towards the company; develop and maintain positive working relationships with others; support team to reach common goals.
- comply with quality assurance expectations and standards. identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
Front Office Manager
Ac Hotel Vicenza by Marriott
2021.10 - 2022.10
- Manage the Front Desk Team, guiding them through daily activities and empower GXP as property coach and administrator
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Maintain POP – room inventory block/release on necessity
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities and brand standards.
- Drive Marriott Bonvoy Mindset through out the team on daily ops,
- Coached employees through day-to-day work and complex problems.
- Contribute/support the management as per request - following brand strategies that will maintain and increase the hotel RevPAR. Preparing weekly and monthly reports.
- As Cleanliness Champion and property coach to prepare all associates to be safe in the Covid-19 Follow up with guests and my Team members to ensure their requests or problems have been met to their satisfaction.
Front Desk Associate
Ac Hotel by Marriott ****
2015.01 - 2021.10
- General Front desk - Back office Tasks
- Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
- Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation.
- Perform other reasonable job duties as requested by Supervisors.
Front Desk Associate
AC Hotel Firenze by Marriott ****
2015.07 - 2015.11
- General Front Desk Ops - Assisting guests on check ins and supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
- Used internal software to process reservations, check-ins and check-outs - Handling Reservations
- Asked customers questions to meet special requests.
Front Desk Receptionist Intern
Ac Hotel Firenze By Marriott ****
2014.09 - 2014.10
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Answered phone promptly and directed incoming calls to correct offices.
- Corresponded with clients through email, telephone, or postal mail.
Front Desk Agent Trainee
Hotel Orologio ****
2014.06 - 2014.06
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
Front Desk Agent Trainee
Hotel Albani ****
2013.11 - 2014.01
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
Front Desk Agent Trainee
Croce di Malta Hotel ****
2012.11 - 2013.01
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
Front Desk Agent Trainee
Palazzo Magnani Feroni
2012.05 - 2012.07
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
Education
High School Diploma - Hospitality and Tourism Management
IPSSEOA B. BUONTALENTI
Florence06.2015
Skills
- Excellent knowledge in Opera PMS and Marsha
- Team player - Excellent capacity in time management and Good capacity in sales achieving Company goals.
- Excellent Capacity of Driving Marriott Bonvoy Loyalty Mindset throughout the Front Office Team and entire Property.
- Technical skills and competences Capacity of Hospitality and Customer Relation Management.
- Good interpersonal skills, including the ability to quickly build business relationships with customers co-workers and suppliers.
- Computer skills and competences Good knowledge of Windows & MAC IOS
- Good knowledge of office package.
Certification
- Certified Marriott Bonvoy Connector/Trainer - EMEA region, Marriott International - June 2023
Languages
Italian
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Upper intermediate (B2)
Accomplishments
- Nominated Marriott Bonvoy Advisory Board Member - EMEA - Loyalty Ops.
- Supervised team of 12 staff members - Mar.Bonvoy Loyalty Ops.
- Promoted as a Front Office Manager - 1yr - Mat. Cover contract.
Timeline
Front Office Lead
Ac Hotel Firenze by Marriott
2022.10 - Current
Front Office Manager
Ac Hotel Vicenza by Marriott
2021.10 - 2022.10
Front Desk Associate
AC Hotel Firenze by Marriott ****
2015.07 - 2015.11
Front Desk Associate
Ac Hotel by Marriott ****
2015.01 - 2021.10
Front Desk Receptionist Intern
Ac Hotel Firenze By Marriott ****
2014.09 - 2014.10
Front Desk Agent Trainee
Hotel Orologio ****
2014.06 - 2014.06
Front Desk Agent Trainee
Hotel Albani ****
2013.11 - 2014.01
Front Desk Agent Trainee
Croce di Malta Hotel ****
2012.11 - 2013.01
Front Desk Agent Trainee
Palazzo Magnani Feroni
2012.05 - 2012.07
High School Diploma - Hospitality and Tourism Management
IPSSEOA B. BUONTALENTI
- Certified Marriott Bonvoy Connector/Trainer - EMEA region, Marriott International - June 2023
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