Noralyn Marcial
Pacoima,CA
Summary
Dynamic Guest Service Representative at Marriott International, adept at enhancing guest satisfaction through exceptional service and effective issue resolution. Proven ability to build relationships and streamline operations, contributing to increased repeat business. Skilled in payment processing and team collaboration, ensuring seamless experiences for all guests.
Generate the highest number of sales leads among front desk members
Achieved the top Marriott Bonvoy enrollment rate on the property.
Overview
19
19
years of professional experience
Work History
Guest Service Representative
Marriott International, Inc.
Burbank, CA
08.2019 - Current
- Delivered exceptional guest service by addressing inquiries and resolving issues promptly.
- Managed check-in and check-out processes, ensuring seamless guest experiences.
- Trained new staff on service protocols and customer engagement strategies.
- Collaborated with housekeeping and maintenance teams to uphold hotel standards.
- Monitored inventory levels of supplies, providing timely reorder recommendations.
- Implemented feedback mechanisms to enhance service quality and guest satisfaction.
- Developed personal rapport with guests, fostering loyalty through personalized interactions.
- Led efforts in upselling hotel services, contributing to revenue growth initiatives.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Coordinated with housekeeping and maintenance to address room issues quickly, enhancing guest comfort.
- Contributed to increase in repeat business by developing strong relationships with guests.
- Enhanced guest satisfaction by promptly addressing and resolving inquiries and concerns.
- Assisted in planning and executing events at hotel, leading to memorable experiences for attendees.
- Handled emergency situations with composure, ensuring guest safety and minimal disruption.
- Maintained high standards of cleanliness and organization in lobby and guest areas, contributing to welcoming environment.
- Streamlined reservation handling, significantly reducing wait times for guests.
- Fostered positive atmosphere, greeting guests warmly upon arrival.
- Managed check-in and check-out processes, ensuring smooth experience for guests.
- Facilitated loyalty program that incentivized repeat visits and positive reviews.
- Conducted regular inventory checks of front desk supplies to prevent shortages.
- Provided recommendations to guests on local attractions and dining, enriching their stay.
- Maintained high level of professionalism and discretion when dealing with guests.
- Handled customer complaints to satisfy and retain guests.
- Created welcoming and comfortable environment for guests.
- Greeted guests upon arrival by providing warm welcome.
- Responded to guest inquiries to maximize guest satisfaction.
Staff Coordinator
A Flying Eagle Home Health
Simi Valley, CA
06.2018 - 07.2019
- Coordinated scheduling and staffing for home health services, ensuring optimal coverage and patient care.
- Developed training materials for new staff, enhancing onboarding efficiency and compliance with operational standards.
- Implemented process improvements to streamline patient intake procedures, reducing wait times and increasing satisfaction.
- Managed communication between healthcare teams, facilitating collaboration on patient care plans and service delivery.
- Maintained accurate personnel records for all employees, ensuring confidentiality while adhering to legal requirements.
- Facilitated conflict resolution between team members through mediation and open communication channels, maintaining a healthy work environment.
- Reviewed and updated company policies as needed to ensure compliance with industry regulations and best practices.
- Developed comprehensive training materials, resulting in higher staff competency and reduced turnover rates.
- Established clear lines of responsibility within the department to promote accountability among team members.
- Enhanced staff communication by implementing a weekly team meeting, fostering collaboration and problemsolving.
- Entered data, generated reports, and produced tracking documents.
- Gathered and organized materials to support operations.
Post Closer Clerk
Planet Home Lending
Aliso Viejo, CA
08.2016 - 08.2017
- Reviewed and verified closing documents for accuracy and compliance with regulatory requirements.
- Coordinated communication between lenders, title companies, and clients to ensure timely closings.
- Managed post-closing processes including document preparation and fund disbursement activities.
- Trained new staff on post-closing procedures and company policies to enhance team efficiency.
- Developed streamlined workflows to reduce processing time for closing documentation.
- Checked accuracy and completeness of all paperwork.
- Conducted thorough reviews of closed loan files for accuracy and completeness.
- Worked with warehouse banks to manage shipment of collateral documents.
- Assisted in training new employees on post-closing procedures, contributing to a knowledgeable workforce.
- Completed post-closing quality control evaluations of originated mortgage loans.
- Actively participated in ongoing professional development opportunities to stay current on industry trends and regulations.
- Prepared and reviewed buyer, seller, HUD and other transaction documents.
- Prepared loan packages and closing instructions for bank employees.
- Collaborated with underwriters, processors, and loan officers to resolve discrepancies in documentation.
- Coordinated with title companies to obtain necessary documents, expediting the closing process.
- Affirmed loan document accuracy to protect lenders from potential fraud.
- Reviewed and validated details of loan applications and closing documentation.
- Analyzed credit reports to assess risk and determine applicants' ability to repay loans.
Educational Assistant
Waipahu Elementary School
Waipahu, HI
01.2007 - 05.2016
- Supported teachers in classroom management and instructional delivery to enhance student learning experiences.
- Assisted in developing individualized education plans (IEPs) for students with diverse learning needs.
- Collaborated with special education staff to implement tailored support strategies for students requiring additional assistance.
- Facilitated communication between parents and educators to ensure alignment on student progress and needs.
- Organized and led small group activities to reinforce lesson objectives and promote engagement among students.
- Monitored student behavior and provided positive reinforcement to encourage a conducive learning environment.
- Trained new educational assistants on classroom procedures, tools, and effective teaching techniques.
- Contributed to program development initiatives aimed at improving overall educational outcomes for students.
- Developed strong rapport with students, fostering trust and mutual respect to create a positive classroom atmosphere conducive to learning.
- Supported students with special needs by adapting lessons and providing necessary accommodations in collaboration with special education staff.
- Enhanced classroom management through the implementation of positive reinforcement techniques and clear expectations for behavior.
- Improved student comprehension by utilizing differentiated instructional strategies tailored to individual learning needs.
- Supported student learning objectives through personalized and small group assistance.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Supported classroom teachers by monitoring behavior, taking attendance, and completing other administrative tasks as needed.
- Assisted classroom teacher in supervising snack time and indoor and outdoor play.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Facilitated small group instruction targeted toward specific skill gaps or areas needing improvement based on identified student needs.
- Participated in professional development opportunities regularly, staying current on pedagogical trends and incorporating new strategies into teaching practices.
- Contributed to school-wide initiatives aimed at improving overall student achievement and wellbeing.
- Assisted in extracurricular activities such as clubs or sports teams, providing additional support for students outside of the classroom setting.
- Collated classroom materials to help teachers prepare for daily instruction and activities.
- Managed resources efficiently by organizing materials, tracking inventory, and preparing resources necessary for daily instruction.
- Maintained safety and security by overseeing students in recess environments.
- Participated in parent-teacher conferences to discuss student progress, address concerns, and develop strategies for academic success.
- Served as a mentor for new educational assistants, sharing best practices and offering guidance throughout their first years in the role.
- Implemented data-driven instruction, analyzing assessment results to inform future lesson planning and instructional practices.
- Increased parent involvement by maintaining open lines of communication and providing regular updates on student progress.
- Prepared instruction materials, constructed bulletin boards, and set up work areas.
- Reported on student progress, behavior, and social skills to parents.
- Monitored students on field trips, handling roll call, and group movement to keep youths safe in public settings.
- Tailored lesson plans for students with emotional and cognitive disabilities.
- Organized materials in classroom spaces based on lecture plans, activity stations or other requirements outlined by teachers.
- Mentored and tutored individual students needing additional help.
- Copied, organized and distributed classroom assignments or other paperwork.
- Monitored student behavior in classes, laboratories and on field trips for unsafe or rule-breaking concerns.
- Encouraged small groups to discuss topics and explore concepts through hands-on activities.
- Developed materials for classroom teachers to support instruction, lab work or in-class activities.
Receptionist Supervisor
Cutter Ford Mitsubishi
Pearl City, HI
12.2010 - 01.2016
- Supervised reception team, ensuring efficient workflow and high-quality customer service.
- Developed training programs for new reception staff, enhancing onboarding process and team performance.
- Implemented scheduling systems to optimize coverage and reduce wait times for customers.
- Coordinated communication between departments, improving operational efficiency and service delivery.
- Monitored daily operations, identifying areas for improvement and implementing corrective actions.
- Resolved customer inquiries and issues promptly, maintaining high satisfaction levels through effective problem-solving.
- Established standard operating procedures for front desk operations, streamlining processes and increasing consistency in service delivery.
- Conducted performance evaluations for reception staff, providing constructive feedback to enhance skills and productivity.
- Managed phone system effectively, directing calls appropriately to minimize disruptions in the workplace.
- Handled sensitive information discreetly, maintaining strict confidentiality while performing daily tasks and attending to client needs.
- Enhanced customer satisfaction by efficiently managing front desk operations and addressing client concerns promptly.
- Promoted a positive image of the organization externally by representing the company professionally during interactions with clients and visitors.
- Reduced wait times for clients with effective appointment scheduling and prioritization of tasks.
- Assisted in the recruitment process, conducting interviews and selecting highly-skilled candidates for receptionist positions.
- Organized various events and meetings, ensuring seamless coordination of logistics and clear communication among participants.
- Improved team performance by conducting regular training sessions and providing constructive feedback to reception staff.
- Supported interdepartmental collaboration through effective communication channels and proactive involvement in company initiatives.
- Maintained an orderly workspace, keeping supplies well-stocked and ensuring cleanliness throughout common areas such as waiting rooms or lobbies.
- Increased employee retention, fostering a supportive work environment and addressing staff concerns professionally.
Education
Bachelor of Science - Nutrition And Dietetics
Philippine Women's University
Philippines03-1992
Skills
- Customer service
- Computer skills
- Guest accommodations
- Detail-oriented
- Issue resolution
- Flexible schedule
- Payment processing
- Data entry proficiency
- Complaint handling
- Guest orientation
- Data entry
- Documentation and reporting
- Reservation processing
- Inventory monitoring
- Emergency response
- Event planning
- Verbal and written communication
- Multitasking Abilities
- Organizational skills
- Teamwork and collaboration
- Active listening
- Relationship building
- Office support
- Team building
Timeline
Guest Service Representative
Marriott International, Inc.
08.2019 - Current
Staff Coordinator
A Flying Eagle Home Health
06.2018 - 07.2019
Post Closer Clerk
Planet Home Lending
08.2016 - 08.2017
Receptionist Supervisor
Cutter Ford Mitsubishi
12.2010 - 01.2016
Educational Assistant
Waipahu Elementary School
01.2007 - 05.2016
Bachelor of Science - Nutrition And Dietetics
Philippine Women's University