Maria Pena Macias
Costumer Service
Kissimmee,FL
Summary
Guest-focused hospitality professional with experience in front desk operations, guest experience, and guest satisfaction within high-volume resort environments. Skilled in delivering personalized service, handling check-in and check-out procedures, and resolving guest concerns with professionalism. Known for strong attention to detail, communication skills, and ability to maintain a seamless guest experience.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Guest Relations Associate
Westgate Vacation Villas
05.2025 - Current
- Orchestrated seamless guest check-in and check-out operations, ensuring accuracy and efficiency.
- Facilitated customized guest experiences maintaining high standards of guest satisfaction
- Manage guest inquiries through phone and in-person interactions, delivering timely assistance.
- Partnered with housekeeping and operations to secure timely room readiness and enhance service efficiency.
- Managed guest inquiries through proactive problem-solving and clear communication
- Sustained professionalism in high-pressure, fast-paced environment
Laundry Attendant
Four Seasons Hotel
07.2024 - 11.2024
- Strengthened guest satisfaction through uniformity and attention to presentation.
- Uphold high standards of quality while emphasizing attention to detail in linen operations.
- Partnered with departments to enhance operational efficiency
Merchandise Associate
Universal Studios
07.2023 - 10.2024
- Facilitated outstanding customer service amid high-pressure scenarios
- Managed cash transactions with a focus on accuracy
- Guided guests through inquiries, improving overall experience
Education
Associate of Science - Hospitality And Tourism Management
Valencia College
Orlando, FL 05.2001 -
Skills
Strong empathy
Hospitality management
Complaint handling
Opera PMS
Cash handling
Problem Resolution
Multi-line phone system
Timeline
Guest Relations Associate
Westgate Vacation Villas
05.2025 - Current
Laundry Attendant
Four Seasons Hotel
07.2024 - 11.2024
Merchandise Associate
Universal Studios
07.2023 - 10.2024
Associate of Science - Hospitality And Tourism Management
Valencia College
05.2001 -