Summary
Overview
Work History
Education
Skills
Timeline
Generic
Felicie Soliman

Felicie Soliman

Dublin

Summary

Dynamic, versatile, and resourceful professional with valuable guest service and problem resolution expertise. Solid reputation of of ensuring a heightened level of guest satisfaction. Highly developed organization skills; accustomed to maintaining high productivity level under a heavy workload.

Overview

8
8
years of professional experience

Work History

Reservations Coordinator

San Ramon Marriott Hotel
10.2023 - Current
  • Provided exceptional service to VIP clients by ensuring their unique needs were met during the reservation process and throughout their stay at the property.
  • Minimized overbooking situations through vigilant monitoring of incoming reservations and careful balancing of room inventories.
  • Optimized room inventory allocation by regularly reviewing availability reports and adjusting strategies accordingly.
  • Coordinated group reservations, effectively managing room blocks and special requests for seamless event experiences.
  • Worked closely with front desk to achieve full occupancy of property.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Front Desk Supervisor

San Ramon Marriott Hotel
08.2021 - Current
  • Supervisor all tasks carried out by front office team
  • Create and implement standard operating procedures to ensure accuracy of agents daily cash transactions
  • Respond to any guest issues with an emphasis on customer service using the L.E.A.R.N method
  • Follow up with any "Red Flag" GSS surveys and report back to Front Office Manager
  • Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

Front Desk Supervisor

Walnut Creek Marriott Hotel
07.2020 - 08.2021
  • Supervisor all tasks carried out by front office team
  • Create and implement standard operating procedures to ensure accuracy of agents daily cash transactions
  • Respond to any guest issues with an emphasis on customer service using the L.E.A.R.N method
  • Follow up with any "Red Flag" GSS surveys and report back to Front Office Manager
  • Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

Front Desk Supervisor

Pleasanton Marriott Hotel
10.2019 - 03.2020
  • Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
  • Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
  • Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
  • Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
  • Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Front Desk Agent

Sheraton Hotel
07.2016 - 10.2019
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
  • Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.

Education

High School Diploma -

Valley High School
1992

Skills

  • Consistently meets sales goal
  • Personable
  • Motivated team player
  • Cash handling and management
  • Goal-oriented
  • Hospitality background
  • Front desk experience
  • Service-oriented
  • Reservations and booking system experience
  • Adaptability and responsiveness
  • Courteous and helpful

Timeline

Reservations Coordinator

San Ramon Marriott Hotel
10.2023 - Current

Front Desk Supervisor

San Ramon Marriott Hotel
08.2021 - Current

Front Desk Supervisor

Walnut Creek Marriott Hotel
07.2020 - 08.2021

Front Desk Supervisor

Pleasanton Marriott Hotel
10.2019 - 03.2020

Front Desk Agent

Sheraton Hotel
07.2016 - 10.2019

High School Diploma -

Valley High School

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Felicie Soliman