Malina Costello
Cape Cod,MA
Summary
Dynamic and detail-oriented professional with a proven track record at Cape cod's leading Resort & confrence destination.
excelling in customer service and complaint resolution. Leveraged strong communication skills to enhance guest satisfaction, achieving higher occupancy rates through personalized service and upselling strategies. Adaptable team player committed to fostering positive relationships.
Hospitality professional prepared to bring extensive customer service experience to new role. Proven ability to handle guest inquiries and issues efficiently while maintaining positive atmosphere. Reliable with strong focus on collaboration and adaptability to changing needs. Notable skills include effective communication and problem-solving.
(Multilingual) 5 languages:
Diligent with proven background in hospitality and customer service. Successfully managed guest interactions and resolved issues to enhance guest experience. Demonstrated strong communication skills and attention to detail in fast-paced environment.
Professional with strong skills in customer service and administrative tasks, ready to excel in pivotal role. Known for effective communication, adaptability, and reliability in fast-paced environments. Capable of managing front desk operations, and more.
Experienced with 20 years of Hospitality
Relocating to Orlando spring 2025.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
Emerald Resort
01.2019 - Current
- Collected room deposits, fees, and payments. Check-ins & outs.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services, specializing in helping those with special needs as well.
- Mentored new hires on better practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Boosted online ratings by soliciting guest feedback and addressing online reviews.
- Developed quick reference guide for local attractions and dining, enriching guest experience.
- Handled emergency situations with calmness and efficiency, ensuring guest safety. Very calm under stressful situations.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Implemented new booking system feature that reduced check-in time for guests.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements. Room blocks & event bookings.
Banquet Server
Emerald Resort
01.2019 - Current
- Managed multiple tasks simultaneously while maintaining composure under pressure in fast-paced banquet environments.
- Set up banquet tables and chairs based on event requirements.
- Assisted in setting up the event space, ensuring proper table arrangements and placement of utensils for seamless guest experience.
- Carried out professional service, retaining polite and friendly approach at all times.
- Worked with banquet manager to coordinate event set up and schedule.
- Arranged linens and table settings according to seating plan and event theme. Loves to decorate.
- Enhanced customer satisfaction by providing efficient and friendly service during banquet events.
- Responded to guest inquiries and requests promptly and courteously.
- Handled food and beverage orders for up to [1200] guests, delivering prompt and friendly service.
Gift Shop Assistant
Emerald Resort
06.2022 - Current
- Expanded revenue streams by suggesting new products or lines of business relevant to customer interests.
- Implemented loss prevention measures by monitoring security cameras and conducting regular spot checks on high-value items.
- Contributed ideas for creative window displays that caught customers'' attention and enticed them into the store.
- Boosted sales through effective visual merchandising and attractive product displays.
- Successfully upsold additional products by identifying complementary items based on customer needs or preferences.
- Performed cash, card, and check transactions to complete customer purchases.
- Managed 30-40 incoming calls, emails and faxes per day from customers.'
Team Leader
Pilot Travel Centers
01.2017 - 08.2019
- Enhanced guest experience by providing exceptional customer service and addressing inquiries promptly.
- Managed high-pressure situations with poise, maintaining excellent customer service during peak hours.
- Maintained up-to-date knowledge of menu offerings and specials, providing accurate information to guests upon arrival.
- Certified and maintained cleanliness and general upkeep of dining room, bar, and other guest contact areas to meet sanitation protocols.
- Ensured cleanliness of the front-of-house area by overseeing staff performance on daily cleaning tasks.
- Liaised with senior management to attract, develop and retain staff.
Education
High School Diploma -
06.1987
Skills
- Client relationship management
- Multilingual, 5 languages
- Complaint resolution
- Upselling strategies
- Problem-solving
- Reliable and responsible
- Strong communication and interpersonal skills
- Steller sales talent
- Multitasking Abilities
- Engaging with diverse customers
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Native or Bilingual
Italian
Professional Working
Romani
Native or Bilingual
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