Carla Castiglia

Odenton, MD ***** 443-***-**** ad39kc@r.postjobfree.com

Professional Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful hotel setting. Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Skilled Kitchen Manager knowledgeable about best practices, safe food handling and inventory management. Energetic Kitchen Manager enthusiastic about working with high-performance teams. Personable, responsible and hardworking professional. Dedicated to innovative dishes, effective budgeting and top-of-the-line customer service.

Work History

Front Desk Agent/Kitchen Manager, 03/2020 - Current

Hyatt Place – Ocean City, MD

Enhanced guest satisfaction by efficiently managing check-in and check-out processes.

Streamlined front desk operations for improved efficiency and faster service delivery.

Increased customer loyalty with exceptional communication skills and personalized service.

Resolved guest issues promptly, resulting in positive feedback and return visits.

Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.

Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.

Facilitated smooth guest experiences by coordinating with multiple departments across the property.

Maintained accurate records of guest information, payments, and reservations using hotel management software systems.

Assisted guests in making informed decisions on local attractions, dining options, and transportation services.

Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.

President/Owner/Event Planner, 01/2001 - Current

Self – Annapolis, MD

Enhanced company performance by implementing strategic plans and overseeing daily operations.

Developed strong partnerships with cross-functional teams for improved collaboration and efficiency.

Streamlined organizational processes by evaluating current systems and implementing improvements.

Increased customer satisfaction through continuous improvement initiatives and excellent customer service.

Led successful merger negotiations, resulting in expanded market share and increased profitability.

Championed corporate social responsibility initiatives, fostering goodwill within the community and industry.

Drove revenue growth by expanding product offerings and identifying new market opportunities.

Directed change management initiatives that aligned employees with evolving business objectives.

Special Investigator, 02/2015 - 01/2016

KeyPoint Government Solutions – Annapolis

Enhanced case resolution efficiency by conducting thorough investigations and analyzing evidence.

Reduced fraudulent activities through diligent surveillance and documentation of suspicious behavior.

Supported legal proceedings by providing accurate and detailed reports on investigation findings.

Streamlined investigative processes with the implementation of advanced research techniques and tools.

Collaborated with law enforcement agencies to share information, facilitating successful case resolutions.

Expedited case closures by effectively prioritizing tasks based on urgency and importance.

Ensured compliance with all relevant laws, regulations, and policies while conducting investigations.

Research Investigator, 02/2004 - 01/2014

West River Group – Washington DC

Increased research efficiency by implementing and streamlining data collection processes.

Enhanced project outcomes by collaborating with interdisciplinary teams on research investigations.

Developed comprehensive strategies for complex research projects, resulting in successful completion within timelines and budget constraints.

Expanded knowledge base in the field by conducting thorough literature reviews and staying current on industry advancements.

Reviewed and extracted subpoenaed data to support FBI Investigation.

Support and assist investigators on complex investigations, parparing charts and grafts

Education

Associate of Arts: Interdisciplinary Studies, 05/1987

Norwalk Community College - Norwalk, CT

Skills

Transportation Information

Registration Processing

Credit and Cash Payments

Front Office Support

Automated Telephone Systems

Report Generation

Room Assignments

Information Protection

Guest Relations

Safety and Security Procedures

Guest Services

Reservations

Conflict and Issue Documentation

Cash Handling

Front Desk Management

Administrative Support

Hospitality Services

Clerical Duties

Hospitality Best Practices

Listening Skills

Corporate Branding

Registration

Conflict Management

POS Systems

Oral and Written Communications

File Management

Word Processing

Office Management

Professionalism

Telephone Etiquette

Computer Proficiency

Interpersonal Skills

Attention to Detail

Microsoft Office

Invoicing and Billing

Office Organization

Customer Service Management

Phone and Email Etiquette

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