Rosa Magallon
San Diego,CA
Summary
Motivated professional with talent for coordinating guest services. Proactive with history of managing multiple tasks in various areas of specialties in conflict resolution, team coordination, and customer support. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
5
5
years of professional experience
Work History
Front Desk Agent
Courtyard By Marriott
San Diego, CA
01.2023 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Answered customer telephone calls promptly and appropriately handled needs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
Front Desk Agent
Residence Inn Marriott
San Diego, CA
01.2022 - 12.2022
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Mentored new hires on best 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.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Guest Services Associate
AMC Theatres
La Jolla, CA
05.2019 - 03.2020
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Implemented innovative strategies to improve overall guest experience by soliciting feedback from customers regularly.
- Gave information about area attractions and provided directions.
- Enhanced guest satisfaction by promptly addressing inquiries and offering personalized recommendations.
- Provided timely assistance to guests, demonstrating superior customer service skills and attention to detail.
- Developed rapport with guests by engaging in friendly conversations without compromising professionalism.
- Managed cash flows, audited tills and receipts and upheld store policies to increase profits.
Education
Bachelor Of Arts - Communications
University of California - San Diego
06.2021
Skills
- Customer Service
- Problem-solving skills
- Conflict and Issue Documentation
- Teamwork and Collaboration
- Detail-oriented
- Administrative Skills
- Guest Accommodations
- Time Management
- Critical Thinking
- Active Listening
- Professional Telephone Demeanor
- Paperwork Processing
- POS System Operation
- Attention to Detail
- Invoicing and Billing
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Agent
Courtyard By Marriott
01.2023 - Current
Front Desk Agent
Residence Inn Marriott
01.2022 - 12.2022
Guest Services Associate
AMC Theatres
05.2019 - 03.2020
Bachelor Of Arts - Communications
University of California - San Diego