SILIVIA MISA SUA
Christchurch,CAN
Summary
Detail-oriented event coordinator skilled in logistics management, problem resolution, and exceptional customer service. Proven ability to enhance guest experiences at various events through effective communication and organization.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Assistant to the Event Coordinator
Edit Hanmer Springs Hotel
Canterbury , Hanmer Springs
06.2025 - Current
- Coordinated logistics for events at a premier hotel in Hanmer Springs.
- Managed communication between vendors, clients, and hotel staff effectively.
- Scheduled meetings and maintained event calendars for smooth operations.
- Organized event materials and supplies to ensure readiness for activities.
- Handled guest inquiries and provided exceptional customer service during events.
- Provided support for onsite event setup, registration, and post-event follow up.
- Prepared agendas and materials for meetings related to events.
- Generated invoices for services rendered as part of pre-event preparation efforts.
- Created detailed reports of event costs and expenses.
- Responded promptly to inquiries from clients regarding their specific event needs.
- Reviewed contracts with vendors prior to signing off on agreements.
- Managed guest lists and prepared name tags for attendees at events.
- Organized all aspects of event production, including audio and visual requirements, catering needs, decorations.
- Led site walk-through and meetings prior with staff to discuss checklists and delegate assignments.
- Utilized event management software to track registrations, payments, and attendee feedback for continuous improvement.
- Liaised with clients to understand their vision and requirements, customizing events to meet their specific needs.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Responded to customer issues to provide immediate resolution and improve retention.
- Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
Customer Service Representative
Edit Hanmer Springs Hotel
Canterbury , Hanmer Springs
11.2023 - Current
- Assisted guests with check-in and check-out procedures efficiently.
- Responded to customer inquiries via phone and in-person promptly.
- Resolved guest complaints with empathy and professionalism daily.
- Managed reservations using the hotel's booking system effectively.
- Provided detailed information about hotel services and local attractions routinely.
- Collaborated with housekeeping to ensure room readiness for guests consistently.
- Maintained a clean and organized front desk area throughout shifts.
- Processed payments and handled cash transactions accurately each day.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed positive relationships with customers through friendly interactions.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved customer complaints promptly and efficiently.
- Conducted regular follow-up calls with customers after resolving their issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Hotel Attendant
Edit Hanmer Springs Hotel
Canterbury , Hanmer Springs
11.2023 - Current
- Maintained cleanliness and organization of guest rooms and public areas.
- Prepared and set up meeting rooms for events and conferences.
- Implemented standard operating procedures for housekeeping tasks effectively.
- Inspected rooms for cleanliness prior to guest arrival.
- Maintained accurate records of room occupancy and availability.
- Delivered messages or items between staff members and guests as requested.
- Managed inventory of supplies used by front desk personnel including stationary, forms, and brochures related to hotel services.
- Ensured that all public areas such as lobbies, elevators, stairwells. were kept in a clean condition at all times.
- Assisted guests with luggage storage, transportation, and other requests.
- Inspected all guest rooms to ensure they were up to standards of cleanliness and comfort.
- Organized reservations for special events such as weddings or conferences in the hotel facilities.
- Assisted with scheduling shifts for front desk attendants during peak hours.
- Provided support during emergencies such as fires or natural disasters.
- Coordinated with housekeeping staff to ensure timely cleaning of guest rooms after check-out or stay-over services have been completed.
- Greeted guests upon arrival and provided necessary information about the hotel services.
- Compiled daily reports regarding any incidents that occurred in the hotel premises.
- Processed payments from customers for accommodations, meals, and other transactions.
- Responded promptly and courteously to all customer inquiries or complaints.
- Cleaned lobby, lounge and other public areas to maintain health standards and organized, tidy space.
- Completed daily list of rooms to turnover between guests, consistently meeting deadlines and completing thorough work.
- Cleaned and returned rooms to occupant-ready status to satisfaction of all clients.
- Maintained well-stocked and well-organized service carts to support efficient and timely cleaning services.
- Supplied extra towels and toiletries when requested to optimize guest comfort.
- Dusted and polished fixtures and cabinet hardware to maintain sparkling appearance.
- Sanitized and cleaned sinks, mirrors, toilets and showers.
- Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
- Communicated with customers about requests for additional supplies or cleaning services.
- Adhered to daily cleaning schedules and updated as needed based on demand.
- Replaced sheets and pillowcases daily and used hospitality corners on beds to provide comfort for guests.
- Maintained clean floors throughout property by sweeping, scrubbing and waxing.
Retail Bank Supervisor
Samoa Commercial Bank
Tauese , Apia, Samoa
04.2019 - 11.2022
- Supervised daily banking operations and ensured compliance with policies.
- Coordinated branch activities to enhance team efficiency and collaboration.
- Managed cash flow and balanced daily transactions accurately.
- Resolved customer issues promptly and effectively to maintain satisfaction.
- Implemented new procedures to streamline banking processes for staff.
- Developed schedules for staff to optimize branch coverage and service quality.
- Providing guidance to junior staff members in resolving customer queries.
- Managing workflow within the branch team to optimize productivity levels.
- Resolving escalated customer complaints in an efficient manner.
- Implementing security measures to protect customers' confidential information from unauthorized access.
- Analyzing financial data to ensure accuracy of records and transactions.
- Handling administrative tasks such as scheduling appointments, preparing documents.
- Performing periodic audits on accounts opened by customers at the branch.
- Overseeing daily cash position at the branch and ensuring adequate liquidity is maintained.
- Assisting in onboarding new employees and conducting training sessions for them.
- Participating in regular meetings with senior management to review progress on various initiatives.
- Coordinating with other departments for smooth functioning of various banking activities.
- Preparing reports related to branch performance metrics for higher management review.
- Ensuring compliance with banking regulations and policies.
- Supervising daily operations of a bank branch, including customer service, cash handling, and account opening activities.
- Maintaining up-to-date knowledge of banking products and services offered by the bank.
- Monitoring employee performance and providing feedback as needed.
- Directed team members in authorizing loans and opening checking and savings accounts.
- Explained benefits of various investment options to help customers fulfill personal investment goals.
- Created and updated financial reports on frequent basis to present information to leadership teams.
Hotel Front Desk Clerk
Amanaki Hotel
Sogi , Apia, Samoa
01.2014 - 01.2018
- Greeted guests upon arrival, providing a warm and welcoming atmosphere.
- Assisted guests with check-in and check-out processes, streamlining their experience.
- Coordinated with housekeeping to ensure room readiness for incoming guests.
- Processed payments and handled cash transactions securely at the front desk.
- Maintained accurate records of guest accounts and billing information daily.
- Provided local area information and recommendations to enhance guest satisfaction.
- Answered phone calls and responded to inquiries from guests or other departments in a professional manner.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Ensured that all guest requests were met promptly, courteously and efficiently.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Managed cash drawer according to established accounting guidelines.
- Assisted with room reservations, changes and cancellations.
- Maintained daily records of room availability and rates.
- Greeted guests upon arrival, provided customer service and checked-in and checked-out hotel guests.
- Provided information about the hotel's amenities, services and surrounding areas to guests.
- Processed payments from customers for room charges and incidentals.
- Stocked supplies at the front desk such as forms, stationery items, brochures.
- Assisted in training new front desk clerks on proper procedures and protocols.
- Balanced end-of-shift reports on a daily basis to ensure accuracy of transactions.
- Served as first point of contact for emergency situations requiring evacuation or security personnel.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Handled all guest luggage as needed during check-in and check-out process.
- Verified accuracy of billing invoices prior to submitting them for payment processing.
- Facilitated successful front desk operations for high-volume hotel.
- Showed off dining areas, pool, spa, and fitness center to prospective and current guests.
- Assisted guests with check-in and check-out procedures as needed.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Issued room keys and escort instructions to bellhops.
- Deposited guest valuables in hotel safes or safe-deposit boxes.
- Verified customer credit to establish payment method for accommodations.
- Posted incidental charges to ledgers, manually or by using computers.
Dental Assistant
Pesega Dental Clinic
Pesega , Apia, Samoa
12.2012 - 01.2014
- Assisted dentists during procedures and maintained sterile environments.
- Managed patient records and ensured accurate treatment documentation.
- Educated patients on oral hygiene practices and post-treatment care.
- Prepared examination rooms with necessary tools and equipment.
- Scheduled appointments and coordinated patient flow efficiently.
- Communicated effectively with patients to address concerns or questions.
- Provided chair-side assistance during dental procedures, including passing instruments to the dentist and holding suction devices.
- Sanitized equipment, cleaned treatment rooms and restocked supplies after each patient's treatment to maintain cleanliness and prepare for next patient.
- Sterilized instruments according to established guidelines and protocols.
- Took digital X-rays of teeth using radiographic equipment.
- Maintained a neat, clean and organized environment throughout the office.
- Performed administrative duties such as scheduling appointments, answering telephones and updating patient records.
- Laid out dental instruments and equipment before procedures.
- Greeted patients upon arrival at the office and escorted them to an examination room.
- Assisted in laboratory procedures such as mixing impression materials or pouring casts from impressions taken by dentists.
- Provided support services such as stocking rooms with supplies, cleaning trays and changing linens between patients.
- Educated patients on treatment procedures and post-procedure home care.
- Prepared dental materials such as amalgam, composite resin, impression material and cements for use by the dentist.
- Educated patients on proper oral hygiene techniques and habits.
- Documented patient records with procedures performed and added notes taken to charts.
- Took preliminary impressions of patient teeth to prepare for custom impressions and fabrication of permanent dental work.
- Assisted dentist in providing dental treatment to patients, including taking patient medical histories and vital signs.
- Prepared patients by explaining scheduled treatments and potential side effects.
- Followed dentists' directions for giving patients desensitizing agents to prepare for anesthetic administration.
- Checked with participants throughout procedures to help alleviate anxiety.
- Ensured compliance with infection control policies and procedures.
- Passed instruments to dentist, gently sprayed water, suctioned fluids and mixed materials to support dentists during procedures.
- Cleaned and polished removable dentures, brackets, wires and other appliances.
- Conducted dental cleanings and checked teeth for cracked fillings.
Spa Therapist
LALELEI O SAMOA SPA
Vailima , Apia, Samoa
06.2010 - 11.2012
- Provided personalized spa treatments to enhance client relaxation and well-being.
- Maintained cleanliness and organization of treatment rooms and spa facilities.
- Conducted thorough consultations to understand client preferences and health concerns.
- Collaborated with team members to ensure smooth daily operations at the spa.
- Administered various massage techniques to alleviate tension and improve circulation.
- Managed appointment scheduling and client records using spa management software.
- Maintained an organized work area throughout shift hours.
- Managed bookings in accordance with company policies.
- Assisted clients with selecting the best spa services for their individual needs.
- Ensured that all equipment was properly cleaned and sterilized before use.
- Ensured that all safety protocols were followed while performing treatments.
- Collaborated with other team members to create a positive experience for guests.
- Conducted consultations with clients to assess their skin type and condition prior to providing any treatment.
- Provided body wraps, scrubs, hot stone therapy, reflexology or other specialized treatments as requested by customers.
- Performed massage treatments including Swedish, deep tissue and aromatherapy techniques.
- Offered advice regarding home care products suitable for each customer's skin type or condition.
- Provided facial treatments such as cleansing, exfoliation and moisturizing.
- Maintained professional standards of hygiene and cleanliness in the spa environment.
- Maintained records of client treatments and progress.
- Recommended additional services based on customer's needs.
- Meticulously maintained spa appearance and cleanliness.
- Answered multi-line phone, returned clients calls and scheduled appointments.
- Promoted skincare products to patients according to specific needs, boosting overall revenue.
- Set up patient rooms and sterilized equipment.
- Relaxed clients with facial and body massages, aromatherapy and soothing environments.
- Offered skin rejuvenation and cellulite reduction therapy services to clients.
- Completed procedures to remove pore blockages and unsightly blackheads.
Education
High School Diploma -
Avele College
Samoa 12-2024
Certificate of Tourism - Tourism And Hospitality
Australia Pacific Training Coalition
Vanuatu 01-2018
Some College (No Degree) - Faculty of Education
National University of Samoa
Samoa Skills
- Event coordination
- Customer service
- Communication skills
- Problem resolution
- Logistics management
- Administrative support
- Time management
- Staff management
- Customer service focus
- Public relations
- Multitasking and organization
- Financial reporting
- Event scheduling
- Event billing
Languages
English
Professional
Samoan
Professional
Certification
Institute of Hospitality (TYPSY) - Alcohol Awareness
- Effective Communication Essential
- Fron Desk Upselling
- Customer Service
- Customer Experience Fundamental
- Time Management and Productivity for leaders
- Interact with guests
- Effective Communication Essential
- Fron Desk Upselling
- Customer Service
- Customer Experience Fundamental
- Time Management and Productivity for leaders
- Interact with guests
Accomplishments
Employee of the Month - December 2024, June 2024, October 2024, June 2025.
References
References available upon request.
Referees
- Mr Simon Jackson
- General Manager
- Email address- gm@edithanmersprings.com
Kaisalina Sauvao Jackson
Event Coordinator & Front office Manager
Email address- fom@edithanmersprings.com
Mr Graeme Back
Regional Manager
Edit Hotel & Resorts
Email address- rgm@fablechristchurch.com
Timeline
Assistant to the Event Coordinator
Edit Hanmer Springs Hotel
06.2025 - Current
Customer Service Representative
Edit Hanmer Springs Hotel
11.2023 - Current
Hotel Attendant
Edit Hanmer Springs Hotel
11.2023 - Current
Retail Bank Supervisor
Samoa Commercial Bank
04.2019 - 11.2022
Hotel Front Desk Clerk
Amanaki Hotel
01.2014 - 01.2018
Dental Assistant
Pesega Dental Clinic
12.2012 - 01.2014
Spa Therapist
LALELEI O SAMOA SPA
06.2010 - 11.2012
High School Diploma -
Avele College
Certificate of Tourism - Tourism And Hospitality
Australia Pacific Training Coalition
Some College (No Degree) - Faculty of Education
National University of Samoa