Sylwia Stetz

Experience

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  Omni Hotels

  Feb 2008 - Jul 2009

  Guest Service Agent/Front Office Manager Self-Directed Development Program

  -Welcome and accommodate guests’ -Assured timely and courteous customer service-Resolved complaints with diplomacy assuring guests’ satisfaction-Maintained accurate bank and cashier’s functions-Built mutually effective relations with guests and employees-Apprenticeship in all hotel departments

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  Hilton San Diego Bayfront

  Sept 2009 - Jun 2016

  • Proactively managed/oversaw performance levels of group reservations processes• Coordinated OnQ PMS, R&I, and GroupMax systems for all aspects of groups from file turnover until arrival for groups with 10–1000 rooms on peak, with average annual hotel room occupancy above 80%• Collaborated with Event and Sales Managers on groups by ensuring information accuracy including status, rooming lists, special requests, affiliates, VIPs, and reports• Performed audits to ensure proper billing, actuals, and commissions• Proactively communicated information between groups and hotel’s departments• Represented hotel at sites and pre-convention meetings with contract signers and executives• Maintained accurate room type availability, managed upsell opportunities to maximize revenue, created new group masters according to contracts• Completed hands-on event management training Show less

  • Group Rooms Coordinator

    Aug 2013 - Jun 2016

  • Pre-Arrivals Coordinator

    Apr 2011 - Aug 2013

  • Guest Service Agent

    Sept 2009 - Apr 2011
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  Hilton Revenue Management Consolidated Center

  Nov 2016 - Jun 2019

  Group Sales Lead Management Specialist

  • Fulfilled role of Director of Sales by managing a diversified portfolio of up to 17 hotels including Hilton, Hilton Garden Inn, DoubleTree, Homewood Suites, TRU and Hampton Inn brands across the United States; exceeded $1 million in group revenue in Q1 2019• Top Lead Management Specialist for transient rate accuracy in Q2 2017• Exceeded 90% goal in Meeting Broker Quality Assurance score by 9.6% • Reported to Assistant Director; managed group sales leads via various channels, negotiated & produced revenue with proficiency and a consistent strategy; managed group inventory, increased profitability and RevPAR Index growth• Implemented cross-sell model for a challenging Washington, D.C. triple branded hotel cluster• Developed and maintained cooperative working relationships with diverse hotel teams and revenue partners• Maintained discretion, confidentiality and trust through proficient interpersonal skills; conducted productive bi-weekly Webex sales meeting• Used in-place pricing strategies and an understanding of hotel unique markets and goals• Maintained records in Delphi DMPE, Delphi fdc, SalesPro, STSR, R&I, GRO, and Meeting Broker Show less

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  Sabbatical

  Jun 2019 - Sept 2019

  Sabbatical

  • Full immersion in travel, quality family time, self-care, performing arts, culture and endless enjoyment

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  Embassy Suites by Hilton San Diego - La Jolla

  Oct 2019 - Oct 2020

  Hotel Sales Manager

  • Respond to sales inquiries from potential clients and customers seeking sleeping rooms, meeting space, food and beverage services, etc.• Initiate new sales, prospects and qualifies leads and solicits potential clients• Host and entertain clients and maintain client accounts• Conduct property site visits and answer questions• Determine rates, prepare proposals, negotiate contracts, service accounts and analyze lost business for the hotel• Develop sales plans and strategies to meet or exceed established revenue and room night goals• Partner with operations departments to ensure full participation in servicing accounts Show less

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  United States Department of Defense

  Oct 2020 - now

  Protocol Officer / Command Visits

  • Business protocol & phone etiquette• Official visits, meetings & itineraries •. Agenda planning and execution •. High-level support to senior leadership & dignitaries• Public affairs• Intercultural etiquette • Cross-cultural intelligence

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  HR Care

  Nov 2022 - Nov 2022

  Hotel Auditor

  • Created, planned and executed organizational hotel audit • Reviewed positional responsibilities, tasks and process functionality• Identified opportunities, recommended strategic structural and personnel changes• Reviewed reports, bonus strategy, training structures, morale, teamwork • Interviewed hotel management• Completed hotel site visit and suggested effective improvements• Suggested effective market analysis options, group and business travel sales strategy • Reviewed hotel Standard Operating Procedures, instructions, positions description, responsibilities, tasks, daily check lists• Created and completed mystery shopper report based on execution of mystery hotel stay and outlets usage• Discovered opportunities in existing processes and customer service training Show less