Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Patrizia La Tona

Windsor,Ontario

Summary

Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor. Analytical problem solver and critical thinker with remarkable decision-making and multi-tasking abilities. Good planning abilities and interpersonal communication strengths. Willingness to take on added responsibilities to meet team goals.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Customer Service Representative-Temporary

Kelly Services
Windsor, ON
09.2021 - 04.2022
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Recommended products to customers, thoroughly explaining details.
  • Recorded account information to open new customer accounts.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.


General Manager

TownePlace Suites by Marriott Windsor
Windsor, ON
05.2017 - 05.2021
  • Oversaw day-to-day operations of brand new, 128-room hotel.
  • Implemented employee reviews, training, schedules and participated in contract negotiations.
  • Liaised between executives and contractors, facilitating smooth communication and successfully achieving re-brand and grand opening of first Marriott hotel in Windsor.
  • Coached and developed associates to improve soft skills and guest service recovery techniques.
  • Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
  • Tracked guest satisfaction surveys to recognize trends and created action plans for improving guest services.


General Manager

Comfort Inn - South Windsor
Windsor, ON
07.2013 - 05.2017
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
  • Increased revenue by implementing new ideas that resulted in full occupancy 5 days per week.
  • Tracked guest satisfaction surveys to recognize trends and create action plans for improving guest services.
  • Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
  • Directed successful operational turnaround, eliminating over $55,000 in debt within 1 year.
  • Recipient of Sunray Group Leadership Award.

Manager, Business Development

St. Clair College Centre for the Arts
Windsor, ON
07.2012 - 05.2013
  • Prospected 110 new weekly leads with diverse strategies, including cold calling, site visits and referrals.
  • Applied strategic negotiation and sales closing skills to bring in 50 new accounts over 10 months.
  • Developed new business by networking with prospects and valuable customers at Windsor Chamber and Tourism Windsor events.
  • Created reports and presentations detailing business development activities.

Guest Service Manager & Regional Sales Manager

Westmont Hospitality Group
Windsor, ON
09.1998 - 06.2012
  • Attended to customer needs, responding to questions, complaints and escalations.
  • Established internal databases and record management systems to enhance accuracy and integrity of all documentation and data.
  • Liaised between guests and hotel management, relaying information, promotions and issues.
  • Supervised team of 15 front desk agents and helped to resolve issues arising during shifts
  • Achieved regional sales objectives by coordinating sales team, developing successful strategies and servicing accounts to strengthen business relationships.
  • Recipient of Hilton Spirit Pride Award.

Education

Hospitality & Business Management -

St. Clair College of Applied Arts And Technology
Windsor, ON

Skills

  • Customer service expert
  • Culturally sensitive service provider
  • Business development and relationship building
  • Accounts payable and accounts receivable
  • Recruitment, coaching & mentoring
  • Teamwork & team building
  • Safety training, policy and procedure adherence
  • Brand management & quality assurance
  • Leadership & supervision

Certification

  • Hotel Management Internship Program- Ritz Carleton University
  • Operational Excellence Certificate, Marriott International
  • Hospitality Leadership Excellence Certificate, Marriott International
  • Palette Sales Skills Certificate

Timeline

Customer Service Representative-Temporary

Kelly Services
09.2021 - 04.2022

General Manager

TownePlace Suites by Marriott Windsor
05.2017 - 05.2021

General Manager

Comfort Inn - South Windsor
07.2013 - 05.2017

Manager, Business Development

St. Clair College Centre for the Arts
07.2012 - 05.2013

Guest Service Manager & Regional Sales Manager

Westmont Hospitality Group
09.1998 - 06.2012

Hospitality & Business Management -

St. Clair College of Applied Arts And Technology

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Patrizia La Tona