Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Makayla Landino

Lanexa,VA

Summary

Successful current Marketing Executive, former Pre-Arrival Specialist, Guest Services Associate, and Customer Service Supervisor; all skilled in bringing forth high-volume of satisfied guests and customers. Detail-oriented and focused on providing exemplary service daily. Excellent over-the-phone communication skills. Always striving to go above and beyond, ensuring the best experience for all customers.

Overview

7
7
years of professional experience

Work History

Marketing Executive

Marriott Vacation Club
Williamsburg, VA
04.2023 - Current
  • Markets the company's mission and goals.
  • Contacts owner's and guests prior to arrival via telephone and email.
  • Scheduling presentations and selling vacation packages.
  • Providing guests with information about local attractions, restaurants, transportation services, and recreational activities.
  • Responding to guest inquiries promptly and accurately regarding resort amenities and services.
  • Processed payments from owners/guests efficiently, while ensuring accuracy of transactions.
  • Trained new staff members on proper use of technology tools used in the concierge department.
  • Arranged special accommodations for guests to enhance visitor experiences.

Pre-Arrival Specialist

Marriott Vacation Club
Williamsburg, VA
08.2022 - 04.2023
  • Contacted all owners and guests prior to arrival via telephone and email.
  • Provided detailed information about property utilities and area information.
  • Assisted in room blocking.
  • Took guest and owner requests daily, in person or on the phone.
  • Provided support in pre-planning for vacation experiences.
  • Regularly tracked contacted/uncontacted guests using Excel spreadsheets.
  • Scheduled reservations at local attractions.
  • Trained new hires on day-to-day policies and procedures.
  • Researched and analyzed customer feedback to identify areas of improvement.
  • Coordinated with other departments to ensure efficient workflow processes.
  • Created training materials for new hires on the company's procedures and policies.

Guest Services Representative

Marriott Vacation Club
Williamsburg, VA
04.2021 - 08.2022
  • Checked-in/out owners and guests daily.
  • Provided assistance to all guests in person and on the phone.
  • Answered a high volume of incoming calls throughout the day.
  • Consistently multitasked in day-to-day functions of the front desk.
  • Greeted/Welcomed all guests upon entrance.
  • Highly experienced in Marriott PMS/MARSHA, Asgard, and Microsoft apps.
  • Provided assistance to guests throughout their stay.
  • Processed payments for room charges, taxes, and other incidentals as required.
  • Responded promptly to inquiries regarding availability of rooms and rates.

Customer Service Supervisor/Team Lead

Food Lion
Toano, VA
01.2018 - 04.2021
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Helped with storing records of customer interactions/transactions, recording details of inquiries, complaints, comments, and actions taken.
  • Engaged with customers to understand and resolve issues.
  • Answered product questions.
  • Continuously met or exceeded daily service quality and performance scores.
  • Communicated with customers via phone and email.
  • Supervised and guided staff, providing assistance to meet department goals.
  • Resolved questions/complaints, via inbound or outbound customer contact.
  • Supervised front-end associates in fast-paced environments.
  • Trained new employees in aspects of office practices and procedures.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Processed/created Western Union transactions.

Education

Associate of Science - 1 1/2 Years

Thomas Nelson Community College
Williamsburg, VA
01-2021

High School Diploma -

Warhill High School
Williamsburg, VA
06-2019

Skills

  • 4 years of customer service experience
  • Staff assignments and supervision
  • Marketing and Sales promotions
  • Team productivity
  • Workflow optimization
  • Microsoft applications
  • Conflict resolution
  • Team development
  • Phone etiquette

Accomplishments

High School Achievements

  • Graduated with honors
  • Awarded 'Outstanding Achievement in English Composition
  • Certified in Microsoft Multi-Media Web Design
  • Team Lead, Art Club
  • Welcome Committee Volunteer, New Students Open House 2018
  • Class President, Student Government

Marriott Manor Club Awards

  • Received "Way-To-Go" Platinum Status plaque in December of 2021
  • Won "Most Friendly" in property superlative in May of 2022
  • Promotion from GSA, to PA Specialist, then to Marketing Executive
  • Awarded the "Customer Obsessed" plaque for the Manor Club 2023 Foundation Awards

References

Food Lion

Manager, Renee Silver

(804) 572-9397

Marriott's Manor Club FD

General Manager, Angel Paz

(757) 571-5100

Front Office Manager, Maria Massey

(757) 571-5103

Marketing Manager, Susan Davis-Horne

(757) 932-3116

Timeline

Marketing Executive

Marriott Vacation Club
04.2023 - Current

Pre-Arrival Specialist

Marriott Vacation Club
08.2022 - 04.2023

Guest Services Representative

Marriott Vacation Club
04.2021 - 08.2022

Customer Service Supervisor/Team Lead

Food Lion
01.2018 - 04.2021

Associate of Science - 1 1/2 Years

Thomas Nelson Community College

High School Diploma -

Warhill High School

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Makayla Landino