Rosa Villavicencio
Phoenix,Arizona
Summary
Results-driven professional with extensive experience in guest relations and appointment scheduling. Proven ability to resolve customer inquiries and complaints effectively, enhancing overall satisfaction. Skilled in fostering positive experiences that promote loyalty and retention.
Overview
3
3
years of professional experience
Work History
Spa Concierge
Marriott
Phoenix, Arizona
04.2024 - Current
- Greeted and welcomed guests to the spa, ensuring a positive first impression.
- Facilitated guest appointment scheduling and optimized management of reservation systems.
- Provided information about spa services, treatments, and promotions to clients.
- Coordinated with spa therapists to ensure smooth treatment transitions for clients.
- Promoted loyalty programs, contributing to increased guest retention and satisfaction.
- Received phone calls to assist customers in scheduling, rescheduling or canceling appointments.
- Addressed customer complaints professionally, ensuring adherence to company standards and enhancing guest experience.
Front Desk Agent
Marriott
Phoenix, Arizona
05.2023 - 12.2023
- Greeted guests warmly and provided exceptional customer service.
- Managed check-in and check-out processes efficiently and accurately.
- Addressed guest inquiries and resolved issues to enhance overall guest satisfaction.
- Managed and resolved customer complaints to maintain positive guest experiences.
- Processed payments and managed billing inquiries to ensure accuracy and efficiency.
- Provided excellent customer service while upholding company policies.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Inputted guest information into computer system accurately and securely.
Education
High School Diploma -
Shadow Mountain High School
Phoenix, AZ05-2021
Skills
- Spa treatment knowledge
- Guest service and support
- Appointment management
- Appointment scheduling
- Reservation management
- Customer relationship management
- Customer service
- Retail marketing tactics
Languages
Spanish
Full Professional
Timeline
Spa Concierge
Marriott
04.2024 - Current
Front Desk Agent
Marriott
05.2023 - 12.2023
High School Diploma -
Shadow Mountain High School