Sales Management
Resume:
Veronica Horta Coelho
ELIZABETH, NEW JERSEY 07201
********.*.******@*****.***
EDUCATION
East Carolina University - Hospitality Management January 2010 - June 2010
University of Management, Hospitality Management and Tourism 2004 through 2008
(ESGHT) Algarve, Portugal: (4 years Bachelor Degree) in Tourism - Marketing Field
WORK EXPERIENCE
Hilton New York Midtown, New York City
Guest Service Agent (Front Office Agent) January- until current date
* Greeting the guests with a friendly and sincere welcome.
* Completing the registration process in accordance with Hilton Check In standards by inputting and retrieving information with routine difficulty form a computer system, confirming pertinent information;
* Closing of guests accounts at time of Check out according to Hilton Check out standards to acceptable forms of payment and ascertain satisfaction;
* Handling cash, making change and balancing an assigned house bank. Accepting and recording vouchers, travelers' checks and other forms of payment. Converting foreign currency at current posted rates.
* Answering telephone calls, inputting messages into computer and retrieving messages to communicate the content to the guests;
* Retrieving mail, small packages, and facsimiles for customers as requested;
* Responding to guest complaints, by conducting research to develop the most effective solutions and negotiates results.
Hilton New York Midtown, New York City
Temporary Concierge November 19th 2010 - January 2nd 2011
* Greeting the guests with a friendly and sincere welcome.
* Responding to the guests inquiries with accurate information regarding directions to local attractions, car rentals, shuttle services to the airport or other locations, hours of outlets operation, meeting rooms, etc according to each individual needs;
* Arranging and confirming recreation, business and dining activities for the guests;
* Promptly responding to the guests requests for dentists, doctors, child care, florists or any other requests;
* Answering telephone calls and inputting messages into the computer;
* Retrieving messages and communicates contents to the guests and retrieving mail, small packages, and facsimiles for customers as requested;
* Responding to guest complaints, by conducting research to develop the most effective solutions and negotiates results;
* Distributing materials such as brochures of local attractions and local maps to the guests.
Walt Disney World Company/
Port Orleans Resort (French Quarter & Riverside) Orlando, Florida
Lobby Greeter for International Tour Groups: Brazil June 2010- July 14, 2010
* Proactively greeting the tour groups & Guests throughout all locations at the Resorts;
* Providing and Assisting Tour Groups & Guests with general information about the Resort & also Disney Parks;
* Handling any special requests from Tour Groups & Guests;
* Go above and beyond stated objectives by creating magical moments for all our guests;
* Provide great guest services to our guests;
* Perform other duties as needed to ensure smooth operations and meet guest and operational needs.
Walt Disney World Company/ Orlando, Florida
Coronado Springs Resort
Front Desk /Concierge January 2010- July 2010
* Checking Guests in and out of resorts and processing payments;
* Assisting Guests with itinerary planning and ticket sales, especially with convention tickets;
* Handling complex Guest situations, problem solving;
* Operating computer-based reservation and ticketing systems;
* Answering Guest telephone calls;
* Handling cash and other forms of payment, including foreign currencies exchange;
* Completing check in/check -out process for concierge club-level guests by inputting and retrieving information from resort computer system;
* Proactively greeting guests, exhibiting the expected high level of Disney show quality, often times interacting with VIP's, celebrities, and executives;
* Making reservations and handling any special requests from guests;
* Go above and beyond stated objectives by creating magical moments for all our guests;
* Provide great guest services to our guests;
* Perform other duties as needed to ensure smooth operations and meet guest and operational needs.
Classic Collection Holidays Algarve, Portugal
April 2009 - October 2009
April 2008 - October 2008 - Seasonal (Internship)
British Tour Operator (Local Representative - REP) - Portugal
* Meeting Guests at the airport and showing them to their transfer;
* Welcome Meetings held at the hotels where the clients are staying, and giving them general
Information about the hotel, region and local area; booking excursions;
* Resolving complaints that any guest might have. In general, the job consists on assisting the guests
during their holidays, always with a high customer focused attitude;
Dynamic Travel North Elizabeth, New Jersey
June 2007 - September 2007 (Internship)
Travel Agent (Elizabeth, NJ)
* Looking up flight availability for guests through a reservation system Amadeus;
* Bookings of flights and other travel services for guests (rent-a-cars and accommodation);
* Assisting Guests with itinerary planning, ticket sales and packages.
LANGUAGES
Fluent in English and Portuguese
Basics in Spanish
SKILLS
Computer experiences includes MS Word, Excel, Power Point
Strong communication and organization skills
Responsible and hard worker
Recognized as a solid team player
Risk taker
Professionally sociable and energetic with high level of customer services
Contact this candidate