Letícia Lessi

Experienced in leading front desk operations in a dynamic hospitality environment. Responsible for supervising reception staff, ensuring high standards of guest service, managing check-in/check-out procedures, handling guest complaints, and coordinating with other departments to ensure smooth daily operations. Skilled in staff training, shift scheduling, and maintaining compliance with hotel policies and brand standards. Proven ability to deliver exceptional guest experiences and support operational efficiency. Once elected as Leader of the Quarter

Provide exceptional guest service, handle sensitive situations professionally, and support upselling efforts. Proficient in Opera PMS, with responsibilities including check-in/out, payment verification, and account reconciliation. Liaise with management and other departments, perform concierge duties, and ensure accurate room records and guest experiences. Once elected as Employee of the Quarter Once elected as Employee of the Year

Front Office operations, check in and check out procedures, Opera PMS for Hospitality, Fast paced environment, Cashier, Up Selling, Management for conflicts, Excellence in Costumer Service. Once elected as Front Office Employee of the Quarter in October/2023.

Internal service orders for large events, operational of small, medium and large events in house, customer service and excellence, technical visits and site inspection for clients and prospects, up selling expertise, alignment of clients expectations and effectively handle challenging events demand, negotiations of special services and prices, post-event report, conference of processes after the end of the event, B2B and B2C relationship, pre-event alignment meeting, mastery of TOTVs for hospitality (CMnet) system. Directed internal team to set up and keep banquet space clean and presentable for guests, handled clients' deposits and payments with organized approach, optimized guest satisfaction with food and beverages by quickly addressing requests and complaints, anticipated event requirements and handled numerous concerns in advance for smooth day-of execution.

Operational of small, medium and large events, customer service, alignment of services with internal teams at the Resort, technical visits and site inspection for clients and prospects, preparation of service orders for small and medium events, post-event reports, checking of processes after the event is over, mastery of the TOTVs for hospitality (CMNet) system, improved operations through consistent hard work and dedication, used critical thinking to break down problems, evaluate solutions and make decisions, worked with customers to understand needs and provide excellent service.

Coordination and on-site supervision at events, contact and development with suppliers, managed administrative logistics of events planning. Resolved conflicts and negotiated mutually beneficial agreements between parties, used critical thinking to break down problems, evaluate solution, directed pace of wedding and reception through multitasking and liaising with vendors to carry out event as planned with little or no deviations, handled challenging situations with ease.

Advice and full planning of events, preparation of schedules, content production and social media management, negotiation and contact with suppliers, control of deadlines and created and tailor-made wedding plans to maximize client budget. Managed administrative logistics of events planning. Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation and proposal development for various events.