SHANIA SARMIENTO
South Melbourne ,VIC
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
5
5
years of professional experience
Work History
Groups Coordinator
Melbourne Marriott Hotel
02.2025 - Current
- Liaise daily with Sales, Reservations, and Front Office to manage group blocks and share timely updates.
- Handle group reservations, calls, rooming lists, deposits, and client requirements.
- Attend weekly sales/operations meetings to align systems and communicate key information.
- Maintain accurate guest folios, PM accounts, and payment clearances.
- Support Revenue Management tasks in the absence of the Director/Manager.
Revenue Performance Analyst
The Ascott Limited
05.2024 - 02.2025
- Trained in and assisted with revenue department operations by delivering comprehensive weekly Australian Cluster reports, enhancing RevPAR through strategic pricing decisions.
- Generated and distributed daily On-The-Books (OTB) production reports to property General Managers and Directors, providing critical occupancy and revenue insights to support strategic decision-making.
- Documented and distributed detailed meeting summaries on Australian Cluster revenue performance to General Managers, property GMs, and both present and absent managers, ensuring comprehensive communication of key revenue strategies and performance metrics across all leadership levels.
- Evaluated direct best rate guarantee inquiries, maintaining rate integrity and achieving high resolution rates.
- Executed stop-sell actions in RMS according to management direction during peak demand periods.
Reservation Sales Agent
The Ascott Limited
02.2024 - 02.2025
- Worked closely with Sales & Marketing, Global Reservations and third party suppliers to optimise bookings and enhance guest service experiences.
- Delivered exceptional customer service by promptly addressing inquiries, modifications, and cancellations, boosting guest satisfaction.
- Ensured timely responses to guest inquiries through phone, email, and online chat platforms to maintain high service standards.
- Communicated payment requirements, cancellation policies, and other essential information to guests, minimizing misunderstandings.
- Managed individual and group reservation in RMS with a focus on accuracy and attention to details within the Australian property cluster.
Guest Service Officer / Administrator Officer
Citadines on Bourke Melbourne
08.2022 - 02.2024
- Monitored inventory levels of front desk supplies, placing orders to maintain optimal stock.
- Greeted visitors and customers, providing assistance and answering questions to enhance rapport.
- Trained new staff on customer service techniques and hotel operations for improved efficiency.
- Reported facility and room maintenance issues to appropriate personnel for prompt resolution.
- Utilized quick response and service skills to foster patron relationships and boost retention.
- Received Service from the Heart 2023 award for dedication, exceptional guest service and teamwork which have made a significant positive impact on our guest' experiences.
Executive Lounge Team Leader
Pan Pacific Hotels Group
02.2022 - 08.2022
- Acquired new skills and applied them to enhance daily efficiency and productivity.
- Mentored employees to elevate performance through respectful and supportive engagement.
- Conducted regular team meetings to address issues, concerns, and updates.
- Implemented policies and procedures to ensure data integrity and security standards.
- Received nomination for work recognition in 2022.
- Trained and guided team members to maintain high productivity and performance metrics.
Food And Beverage Attendant
Radisson Hotel Group
11.2021 - 02.2022
- Greeted and seated guests, ensuring a friendly and welcoming atmosphere.
- Developed strong relationships with regular customers, enhancing loyalty and repeat business.
- Delivered exceptional service under pressure, upholding high standards of professionalism.
- Resolved customer complaints swiftly, transforming negative experiences into positive outcomes.
- Provided detailed information on menu items, specials, and promotions to enhance service quality.
- Delivered food, condiments, and silverware to guest rooms to fulfill orders promptly.
Store Team Member
Coles Group
06.2020 - 11.2021
- Enhanced customer satisfaction by delivering exceptional service and addressing concerns promptly.
- Maintained comprehensive departmental knowledge to assist customers in locating products efficiently.
- Facilitated optimum staffing levels by supporting colleagues during peak periods and absences.
- Operated cash register to process transactions, ensuring fast and friendly check-out experiences.
- Trained new team members, equipping them with necessary skills for success.
- Cultivated strong relationships with regular customers, driving increased return visits.
- Received workplace recognition for maintaining a positive attitude towards customers and team members.
Education
Advanced diploma - Civil Construction Design
Acknowledge Education
Bourke St, Melbourne04-2025
Diploma - Civil Construction Design
Acknowledge Education
Bourke St, Melbourne10-2024
High School Diploma -
Elwood College
Elwood, VIC10-2021
Skills
- Strong organizational and time-management skills
- Exceptional verbal and written communication skills
- Ability to work independently and as part of a team
- Detail-oriented and able to handle multiple tasks simultaneously
- Strong work ethic
- Teamwork
Timeline
Groups Coordinator
Melbourne Marriott Hotel
02.2025 - Current
Revenue Performance Analyst
The Ascott Limited
05.2024 - 02.2025
Reservation Sales Agent
The Ascott Limited
02.2024 - 02.2025
Guest Service Officer / Administrator Officer
Citadines on Bourke Melbourne
08.2022 - 02.2024
Executive Lounge Team Leader
Pan Pacific Hotels Group
02.2022 - 08.2022
Food And Beverage Attendant
Radisson Hotel Group
11.2021 - 02.2022
Store Team Member
Coles Group
06.2020 - 11.2021
Advanced diploma - Civil Construction Design
Acknowledge Education
Diploma - Civil Construction Design
Acknowledge Education
High School Diploma -
Elwood College