Oliva Silvoza
Whatever / Whenever Manager
Budapest
Summary
More than 15 years experience a the Front Office/ Guest Services.
Overview
13
13
years of professional experience
Work History
Whatever/Whenever Manager
W Budapest
04.2023 - Current
- Established team priorities, maintained schedules and monitored performance.
- Comprehends budget and monitor P&L
- Developed a culture ,focused on employee engagement, collaboration, and continuous learning opportunities.
- Ensured compliance by implementing comprehensive training programs and development for talents.
- Overseeing of Whatever/Whenever Department, Insider and PBX
- Assists in recruitment, hiring, training, and orientation of department personnel during pre-opening
Account Manager Specialist
Docler Holding SSC
05.2020 - 08.2022
- Attended monthly sales meetings and quarterly sales trainings.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Conducted training materials for Models and brainstorming with Trainers for pre-planning and presentation.
Front Desk Supervisor
The Ritz Carlton Budapest
02.2018 - 03.2020
- Processed all guest check ins-outs and room assignments
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Created monthly meetings for associates
- Collected room deposits, fees, and payments.
- Conduct trainings for service quality improvement.
Assistant Guest Services Manager
Royal Caribbean International Cruise Line
01.2011 - 11.2014
- Overseeing guest relations department, PBX, International ambassador and embarkation officers
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Developed and implemented training materials to enhanced employees customer service
- Daily guest services operational work.
- Budgeting.
Education
Bachelor of Science - Hotel And Restaurant Management
Dela Salle University
Dasmarinas Cavite 04.2001 -
Skills
Pre- Opening Operations
Training and Development
Hotels Systems: Opera, GXP, PBX
Project planning and precised implementation
Extensive experience in Managerial position
Accomplishments
100% result in Talent Survey for direct management
Pre-Opening Talent Coach award
Talent Coach of the Quarter Award
Talent Coach of the Year Award
KPIs green scores last 2023 and for 2024 YTD
Timeline
Whatever/Whenever Manager
W Budapest
04.2023 - Current
Account Manager Specialist
Docler Holding SSC
05.2020 - 08.2022
Front Desk Supervisor
The Ritz Carlton Budapest
02.2018 - 03.2020
Assistant Guest Services Manager
Royal Caribbean International Cruise Line
01.2011 - 11.2014
Bachelor of Science - Hotel And Restaurant Management
Dela Salle University
04.2001 -