Sherin Maragliano
Dubai
Summary
A dedicated hospitality industry professional with a solid background in Hotel Management, offering extensive expertise across multiple departments. Through hands-on experience in Front Office Operations, Reservations Management, Food and Beverage, and Human Resources.
Overview
7
7
years of professional experience
Work History
Reception Manager
The Maine
04.2024 - Current
- Supervise the reception team to ensure a seamless guest experience from greeting to seating, handling reservations, and addressing special requests or complaints professionally
- Train and manage front-of-house staff, ensuring they deliver exceptional service and maintain the restaurant's high standards
- Manage the reservation system, optimizing seating arrangements and ensuring efficient table turnover to maximize occupancy
- Build rapport with guests, especially VIPs and regular customers, ensuring personalized service and maintaining a high level of guest satisfaction
- Monitor the cleanliness and ambiance of the reception area, coordinate with other departments for smooth operations, and handle administrative tasks like reporting and scheduling
Customer Service Team Leader
Hilton Lima Miraflores
05.2021 - 02.2024
- Directed and motivated the team to deliver exceptional guest service, ensuring consistent quality and performance standards were met
- Conducted training sessions to improve team skills, performance, and knowledge of hotel services, ensuring staff were well-prepared to handle guest needs
- Addressed complex or high-priority guest complaints, providing solutions to ensure satisfaction and maintain the hotel’s luxury reputation
- Oversaw day-to-day customer service activities, ensuring smooth operations, timely responses, and adherence to hotel standards
- Worked closely with other hotel departments (e.g., housekeeping, concierge, front desk) to ensure seamless service delivery and address guest requests promptly
Customer Service Representative
Hilton Lima Miraflores
03.2019 - 04.2021
- Delivered personalized and attentive service to all guests, addressing their needs, inquiries, and concerns with care and professionalism
- Efficiently processed guest arrivals and departures, ensuring accuracy in room assignments, billing, and guest preferences
- Addressed and resolved guest complaints promptly, ensuring satisfaction and maintaining the hotel’s high standards of service
- Provided guests with detailed information about hotel facilities, services, and local attractions, enhancing their overall experience
- Worked closely with other hotel staff to ensure seamless service delivery and prompt response to guest requests or issues
Front Office & Reservation Agent
The Walled Off Hotel
04.2018 - 03.2019
- Handled guest reservations via phone, email, or online platforms, ensuring accurate input of booking details into the hotel's reservation system
- Provided guests with information about room availability, pricing, and hotel services, addressing inquiries and special requests in a timely and professional manner
- Managed changes to reservations, such as cancellations, date adjustments, or upgrades, and ensured that systems reflected accurate booking information
- Processed payments and deposits for reservations, and ensured all financial transactions were correctly recorded and confirmed with guests
- Maintained detailed records of all reservations and provided reports to management, tracking trends in occupancy and assisting in forecasting demand
Education
Tawjihi Certificate -
Latin Patriarchate School
Bachelor - Hotel Management, Minor in French
Bethlehem University
12.2020
Skills
- Customer service
- Payroll management
- Multilingual
- Self-motivated
- Time management
- Customer complaint handling
- Problem-solving
- HR Compliance
- Recruitment and Talent Acquisition
- Employee Relations
- Communication Skills
Languages
Spanish
Arabic
English
French
Timeline
Reception Manager
The Maine
04.2024 - Current
Customer Service Team Leader
Hilton Lima Miraflores
05.2021 - 02.2024
Customer Service Representative
Hilton Lima Miraflores
03.2019 - 04.2021
Front Office & Reservation Agent
The Walled Off Hotel
04.2018 - 03.2019
Bachelor - Hotel Management, Minor in French
Bethlehem University
Tawjihi Certificate -
Latin Patriarchate School
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