Melissa Villavicencio
Gardena,CA
Overview
6
6
years of professional experience
Work History
Rooms Controller
Marriott International, Inc.
Los Angeles, CA
01.2023 - Current
- Ensure airlines are checked in by their scheduled arrival time and confirm compliance with their room requirements.
- Utilize the Sertifi system to handle credit card authorization forms.
- Coordinate room blocking to ensure all guests receive their assigned room types.
- Ensure readiness of rooms for pre-registered guests ahead of their arrival.
- Run credit limit reports to verify payment capabilities.
- Provide assistance to front office agents in addressing any questions or concerns.
- Collaborated with departments such as Housekeeping and Maintenance to coordinate room availability.
- Addressed discrepancies in payments or cancellations in a timely manner.
- Assisted with front desk operations during busy times, including check-ins, check-outs, reservations, and payment collections.
- Maintained accurate inventory of rooms, tracking vacant and occupied accommodations.
- Coordinated with other departments to promptly meet guest requests and needs.
- Provided regular status updates on guest rooms to housekeeping.
- Informed housekeeping staff about vacated rooms ready for cleaning.
- Executed day-to-day duties accurately and efficiently.
Guest Experience Expert
Marriott International, Inc.
Los Angeles, CA
06.2022 - 01.2023
- Responded to guests, including email, telephone, and in-person inquiries.
- At your service agent, answering the telephone with a polite tone of voice and providing general information and answer inquiries.
- Provided exceptional customer service to ensure satisfaction of all guests.
- Informed guests of hotel services and amenities.
- Assisted guests in answering questions and completing check-in and check-out processes.
- Collected payment from guest and issue folios.
- Reported any discrepancies immediately upon discovering them.
- Documented wake-up requests and set up automatic calls in system.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Conducted nightly audits of front desk activities including rate accuracy, payment processing, deposits.
- Prepared detailed audit reports at the end of each shift.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Handled night audit paperwork and verification of daily room occupancy.
Assistant Manager
El Pollo Loco Restaurant
Rancho Palos Verdes, CA
03.2018 - 06.2022
- Assisted personnel with duties and tasks during high-volume periods.
- Assisted in recruiting, training, and scheduling staff members.
- Monitored customer service standards and took corrective action when needed.
- Trained new employees to perform duties.
- Resolved customer complaints in a timely manner.
- Ensured compliance with health and safety regulations.
Skills
- Multitasking Skills
- Guest Relations
- Compliance and Regulations
- PMS
- MARSHA
- Problem-Solving Skills
- Written Communication
- Room Assignments
- Time Management
Timeline
Rooms Controller
Marriott International, Inc.
01.2023 - Current
Guest Experience Expert
Marriott International, Inc.
06.2022 - 01.2023
Assistant Manager
El Pollo Loco Restaurant
03.2018 - 06.2022