Anthony Silva
Tobyhanna
Summary
Skilled, hospitality management with over 5 years of practical experience in hotel operations. Highly effective in greeting guests and finding resolutions to issues. Consistently exceeds corporate goals for guest satisfaction and occupancy rates.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Hilton Garden Inn | Crestline Hotels
07.2023 - Current
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Increased hotel revenue by effectively upselling room upgrades, amenities, and additional services.
- Collaborated with housekeeping and maintenance teams to maintain high standard of cleanliness in rooms and common areas.
- Assisted guests with transportation arrangements, local recommendations, and other inquiries to enhance their stay experience.
- Managed a high volume of incoming calls professionally while maintaining an exceptional level of customer service.
Front Desk Manager
Baywood Hotels (Home2 Suites)
01.2021 - 10.2022
- Check-in and Check-out guests
- Proficient in OnQ PM
- Performed daily inventory for keys and detailed information in audit reports.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Resolved guest complaints by addressing issues with rooms promptly.
- Ran night audit
- Managed team of 6 Front Desk associates
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Anticipated guests' needs and responded to requests within reasonable amount of time.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
Assistant Guest Relations Manager
Kalahari Resorts
02.2017 - 11.2020
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Coached and developed associates to improve soft skills and recovery techniques.
- Remained available off shift to respond to guest needs, complaints or inquiries.
- Surveyed guests to check for areas in need of improvement.
- Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
- Supervised team of 20 front desk agents and helped to resolve issues arising during shifts.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Oversaw day-to-day operations of a 915 -room hotel
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
Advertising Director
Coastal Outdoor Advertising
02.2013 - 02.2019
- Drove development of digital and Out-OF-Home advertising strategies.
- Performed competitive analyses and adjusted sales and marketing strategies accordingly.
- Coached account executives in sales and fulfillment strategies.
- Developed positive, performance-based internal sales and marketing culture to include mentoring staff.
- Increased revenue through effective marketing.
- Set department budgets according to revenue and expense projections.
- Analyzed sales and marketing data for improved strategies.
- Cultivated and maintained strategic alliances with key partners and vendors.
- Managed sales promotions and marketing strategies on major social media sites.
- Developed and implemented SEO techniques to maximize internet traffic and presence.
- Fielded customer complaints and comments.
Owner
PC Express
05.2011 - 10.2019
- Managed day-to-day business operations.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Established, optimized and enforced business policies to maintain consistency across industry operations.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Created and monitored promotional approaches to increase sales and profit levels.
- Trained and motivated employees to perform daily business functions.
- Reconciled daily sales, returns and financial reports in QuickBooks.
- Evaluated suppliers to maintain cost controls and improve operations.
- Developed sales presentations and promotion initiatives to key accounts to drive product sales and increase brand awareness.
Education
Associate of Science - Business Administration
Hunter
NY04.2013
Skills
- Automated Telephone Systems
- Time Management
- Inventory Oversight
- Process Improvement
- OnQ PM
- Quick Books
- Microsoft Office
- Hospitality Management
- Staff Supervision
- Shift Scheduling
- Cross-Selling and Upselling
- Professional Relationships
Accomplishments
- Pitched in and worked any front desk position when short-staffed to ensure that guests were served promptly, resulting in reduced waiting times.
- Mentored staff on work activities, resulting in better performance, greater achievement of full potential and reduction in employee turnover.
- Communicated with all departments efficiently as well as with the hotel owner to ensure functionality throughout 250-room property.
Certification
- A+ 901-902 Certification
Languages
Spanish
Limited Working
English
Native or Bilingual
Italian
Elementary
Timeline
Front Desk Agent
Hilton Garden Inn | Crestline Hotels
07.2023 - Current
Front Desk Manager
Baywood Hotels (Home2 Suites)
01.2021 - 10.2022
Assistant Guest Relations Manager
Kalahari Resorts
02.2017 - 11.2020
Advertising Director
Coastal Outdoor Advertising
02.2013 - 02.2019
Owner
PC Express
05.2011 - 10.2019
Associate of Science - Business Administration
Hunter
- A+ 901-902 Certification
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