Melany Rosario
Luquillo
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
11
11
years of professional experience
Work History
Front Desk Agent
Mandara Spa
01.2017 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using spa 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.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Front Desk Agent
Las Casitas Village, A Waldorf Astoria Resort
12.2015 - 08.2017
- 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.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Implemented marketing and promotional initiatives to increase occupancy.
Crew Member
McDonald's
06.2013 - 02.2015
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Operated cash register to ring up final bill and process various forms of payment.
- Stocked shelves to organize aisles in assigned department.
Education
BBA - Tourism And Travel Services Marketing Operations
Inter American University of Puerto Rico Fajardo
Fajardo, PR05.2015
High School Diploma -
Isidro A. Sanchez High School
Luquillo, PR05.2009
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Hospitality services
- Oral and written communications
- Reservation Systems
- Microsoft Office
- POS Systems
- Documentation
- Sales expertise
- Reservations
- Tourism Knowledge
- Automated telephone systems
- Computer Skills
- Problem-Solving
- Teamwork and Collaboration
- Phone and Email Etiquette
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Front Desk Agent
Mandara Spa
01.2017 - Current
Front Desk Agent
Las Casitas Village, A Waldorf Astoria Resort
12.2015 - 08.2017
Crew Member
McDonald's
06.2013 - 02.2015
BBA - Tourism And Travel Services Marketing Operations
Inter American University of Puerto Rico Fajardo
High School Diploma -
Isidro A. Sanchez High School
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