PAULA SENOS
Mississauga,ON
Summary
Front Desk Agent with 15 years of experience in hospitality, specializing in guest satisfaction and operational efficiency. Proven track record in enhancing team collaboration and delivering outstanding customer service, consistently surpassing guest expectations. Expertise in guest relations, attention to detail, and innovative problem-solving. Recognized for effectively managing check-in and check-out processes while maintaining a welcoming atmosphere.
Overview
30
30
years of professional experience
Work History
Front Desk Agent
Holiday Inn Mississauga
Mississauga, ON
04.2020 - Current
- Efficiently manage guest check-ins/outs, enhancing satisfaction and loyalty.
- Coordinate with housekeeping for timely room readiness, boosting positive reviews.
- Process payments accurately, ensuring precise financial reconciliation.
- Respond to inquiries with local insights, enriching guest experiences.
- Foster a welcoming atmosphere, improving guest comfort and staff morale.
- Orchestrated communication with housekeeping to ensure timely room availability, resulting in improved guest feedback and repeat visits.
- Created a welcoming front desk environment, fostering positive interactions that elevated guest comfort and staff morale.
Front Desk Agent
Delta Hotels
Mississauga
07.2015 - 06.2020
- Streamlined check-in/out, reducing wait times, boosting guest satisfaction.
- Resolved guest inquiries promptly, maintaining high service standards.
- Coordinated room readiness, ensuring smooth daily operations.
- Trained new staff, fostering a collaborative and high-performing team.
- Analyzed guest feedback to identify service gaps, leading to targeted improvements and measurable increases in guest loyalty.
- Developed an efficient tracking system for reservations, ensuring accurate management and compliance that improved operational flow.
- Maintained meticulous records of guest interactions and transactions, enhancing data accuracy and aligning with hotel policies.
- Orchestrated efficient check-in/out processes, significantly enhancing guest satisfaction and streamlining daily operations.
- Analyzed guest feedback trends to implement service enhancements, leading to noticeable improvements in guest retention and loyalty.
- Coordinated with housekeeping and maintenance teams to ensure room readiness, resulting in seamless operations and positive guest experiences.
Food & Beverage
Holiday Inn Mississauga
Mississauga, ON
02.2014 - 04.2020
- Managed buffet setup, ensuring guest satisfaction and food safety compliance.
- Monitored inventory, addressing shortages to enhance service efficiency.
- Utilized POS systems for seamless service and precise inventory tracking.
- Interacted with guests, providing information and beverage service.
- Maintained cleanliness, improving guest experience and safety standards.
- Engaged with guests to create a welcoming atmosphere, receiving positive feedback and strengthening customer loyalty.
Catering Banquet Coordinator
Hotel Villa Itália Portugal 5 Star Luxury Hotel
, Portugal
05.2007 - 05.2015
- Managed catering events, enhancing client satisfaction by over 30%, ensuring repeat business.
- Led staff training, improving service quality and efficiency, fostering team collaboration.
- Coordinated client interactions for seamless event execution, achieving operational excellence.
- Directed logistics, implementing significant operational improvements, boosting overall efficiency.
- Spearheaded event planning processes, delivering flawless banquets that elevated guest experiences and drove repeat clientele.
- Fostered partnerships with local vendors, ensuring high-quality supplies and services that enhanced overall event success.
- Developed streamlined check-in procedures, significantly reducing wait times and improving guest satisfaction metrics.
- Analyzed client feedback to refine service offerings, leading to noticeable improvements in event execution and guest retention.
- Promoted a positive team environment, encouraging open communication and collaboration to enhance staff morale and service delivery.
- Orchestrated logistics for high-profile events, driving operational efficiency and enhancing guest satisfaction through flawless execution.
Customer Service Agent/Reservations
Continental Airlines
Lisbon, Portugal
04.1995 - 03.2015
- Resolved customer issues, boosting trust and service reliability.
- Optimized reservations, reducing wait times and enhancing efficiency.
- Improved client satisfaction through effective problem-solving.
- Orchestrated team training sessions, enhancing service delivery.
- Analyzed feedback trends for targeted improvements and reliability.
- Streamlined booking processes, achieving noticeable gains in customer satisfaction and reducing call handling times.
- Analyzed service performance metrics to identify improvement areas, leading to optimized operational workflows.
- Coordinated with team members to develop effective strategies, resulting in improved service consistency and client loyalty.
- Implemented a feedback system to capture customer insights, driving targeted enhancements and ensuring service excellence.
- Enhanced customer interaction protocols, leading to measurable improvements in service speed and client satisfaction.
- Coordinated cross-departmental initiatives to streamline communication, fostering team synergy and improving service delivery.
Education
Diploma -
Ontario Secondary School
Canada06.1995
2-Year Certificate - Tourism And Travel Management
Travel & Tourism College
Lisbon PortugalSkills
- Communication, interpersonal skills, customer service, quick learner, performance excellence, integrity, team leadership, problem-solving, attention to detail, guest relations, operational efficiency, event coordination, hospitality training, and service excellence
- Guest relations
- Payment processing
- Event coordination
- Staff training
- Reservation management
- Problem solving
- Attention to detail
- Time management
- Cash handling
- Front office support
- Microsoft office
- Fluent in English and Portuguese
- Reservation systems
- Front desk management
- Phone and email etiquette
- Front desk operations
Languages
English, Portuguese, Spanish.
References
References available upon request.
Timeline
Front Desk Agent
Holiday Inn Mississauga
04.2020 - Current
Front Desk Agent
Delta Hotels
07.2015 - 06.2020
Food & Beverage
Holiday Inn Mississauga
02.2014 - 04.2020
Catering Banquet Coordinator
Hotel Villa Itália Portugal 5 Star Luxury Hotel
05.2007 - 05.2015
Customer Service Agent/Reservations
Continental Airlines
04.1995 - 03.2015
Diploma -
Ontario Secondary School
2-Year Certificate - Tourism And Travel Management
Travel & Tourism College