Summary
Work History
Skills
Languages

Malina Costello

Front desk representative
Davenport,FL

Summary

Detail-oriented professional.

Excelling in guest services with strong communication skills to enhance guest satisfaction

Adaptable team player committed to fostering positive relationships, able to handle guest inquiries and issues efficiently while maintaining a positive atmosphere.

Successfully managed guest interactions and resolved issues.

Managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Experienced with front desk operations, including check-in and check-out procedures, room changes, POS.

I was cross-trained in multiple departments within the resort during off season, all while maintaining front office employment year-round.

Work History

Front Desk Representative

The Emerald Resort Cape Cod
01.2019 - 06.2025
  • Collected room deposits, fees, cash payments.
  • Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
  • 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.
  • 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.

Banquet Server

The Emerald Resort Cape Cod
01.2019 - 06.2025
  • 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 for seamless guest experience.
  • Carried out professional service, retaining polite and friendly approach.
  • Worked with banquet manager to coordinate event set up and schedule.
  • Enhanced customer satisfaction by providing efficient and friendly service during banquet events.
  • Handled food and beverage orders with team servers for up to 100-1,000= guests. Delivering prompt and friendly service.
  • Conference center experienced.

Gift and Golf shop sales

The Emerald Resort Cape Cod
06.2022 - 06.2025
  • Expanded revenue streams by suggesting new products relevant to customer interests.
  • Contributed creative window 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. Clover POS
  • Managed Tee times, followed daily procedures and policies.

Team Leader

Pilot Travel Centers
01.2017 - 08.2019
  • Enhanced guest experience by providing exceptional customer service and addressing inquiries promptly.
  • Maintaining 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 for guest contact areas to meet sanitation protocols.
  • Helped customers complete purchases, locate items, and join reward programs.

Skills

  • Client relationship management
  • Multilingual
  • Complaint resolution
  • Upselling strategies
  • Problem-solving
  • Reliable and responsible
  • Strong communication and interpersonal skills
  • Multitasking Abilities

Languages

English
Native or Bilingual
Portuguese
Limited Working
Spanish
Native or Bilingual
Italian
Elementary
Romani
Native or Bilingual

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Malina CostelloFront desk representative