Stefania Villa
Flagstaff,AZ
Summary
Hospitality professional with international work experience and a strong background in guest services. Fluent in Spanish and Italian, with proven ability to deliver exceptional guest experiences in fast-paced, customer-focused environments. Known for professionalism, efficiency, and the ability to thrive in high-pressure settings.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Guest Service Representative
Florence Specialists
Florence, Italy
06.2025 - 09.2025
- Checked customers in and exchanged their vouchers for their tickets.
- Ensured tickets were prepared in a timely manner for the customers' scheduled entry.
- Resolved customer complaints with professionalism and empathy.
- Processed ticket transactions using electronic systems efficiently.
- Maintained accurate records of ticket sales and transactions.
- Educated customers on policies and procedures for refunds.
- Managed cash handling procedures during peak hours effectively.
- Assisted customers with ticketing inquiries and purchase of tickets.
- Assisted travelers with special needs or requests during check-in process.
Customer Service Representative (Polar Express)
Xanterra Grand Canyon Railway Company
Williams, AZ
09.2023 - 11.2024
- Monitored and resolved 160 nightly ticket validations, ensuring 100% guest safety during train boarding processes, helping guests find their seats and get accommodated.
- Made announcements welcoming passengers onto the train and getting them excited for the ride.
- Delivered dynamic performances, including singing and reading, to over 200 passengers per night.
- Managed passenger well-being during incidents, maintaining calm and reducing stress levels.
- Ensured train car was cleaned thoroughly and returned all the seats and windows to their original positions in a timely manner.
- Communicated effectively with my co-workers to ensure a seamless program.
BnB
Casa Balducci
Florence, Italy
05.2023 - 05.2024
- Collected payments, using a POS.
- Generated invoices and receipts for every guest and properly filed them.
- Communicated with housekeeping staff and ensured every room was clean and ready for incoming guests.
- Regularly checked in guests, provided detailed information regarding the local surroundings such as: restaurants, hospitals, and museums
- Checked BnB platform daily, answering guests' questions and concerns.
- Prepared breakfast to every guests specifications, and ensured safety when dealing with allergies or specific diets.
Education
Some College (No Degree) - Hotel, Resort And Restaurant Management
Northern Arizona University
Flagstaff, AZ, US2027
High School Diploma -
Mesquite High School
Mesa05-2022
Skills
- Problem solving
- Communication skills
- Customer service and support
- Adaptability and flexibility
- Creative thinking
- Team collaboration
- Complaint resolution and handling
- Invoicing and receipts management
- Timely communication
- Time management strategies
- Dynamic performance delivery
- Reservation management
Certification
CPR and First Aid Certification
Timeline
Guest Service Representative
Florence Specialists
06.2025 - 09.2025
Customer Service Representative (Polar Express)
Xanterra Grand Canyon Railway Company
09.2023 - 11.2024
BnB
Casa Balducci
05.2023 - 05.2024
Some College (No Degree) - Hotel, Resort And Restaurant Management
Northern Arizona University
High School Diploma -
Mesquite High School