ROSA ANGELICA BARBOZA
Roma
Summary
Adept at managing guest experiences, responding quickly to guest needs, and using effective communication between departments. Service-oriented front office with three years of hospitality experience and a guest satisfaction record. Adept at working in coordination with hotel staff and management at all times. Able to function well in high-stress environments with professionalism and courtesy.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Guest Service Representative
JW MARRIOTT AUSTIN
2022.04 - 2023.04
- The opportunity to work with this amazing team where I learned a lot about hospitality services and got many abilities as leader.
- Managed over 100 customers calls per day
- I was dominated as Jw best in August
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff member
- Managed customer complaints and rectified issues to complete satisfaction
- Welcomed large volume of guests and improved overall customer service
- Documented guest suggestions and complaints to facilitate process improvements with leadership
- Check in, Check out, Direct Sales and daily reports are few tasks on my to do list(manage of PMS system)
- Input customer data into reservation systems and updated to reflect room changes
- Collected room deposits, fees, and payments.
- Greeted guests upon arrival and offered assistance.
Guest Service Representative
DEL PILAR HOTELS MIRAFLORES
2021.10 - 2022.02
- Check-in and check-out process, including necessary payments
- Reservation confirmation in the system (INFOHOTEL) and review of all information noted
- Supervision of guest registration, reservations, and other office tasks, with focus on quality and courtesy
- Various accounting functions, such as certain payments, receiving collections and audits
- Offer of different services and answer requests for information
- Communication with all hotel departments efficiently
- Housekeeping Control (Work distribution, room cleaning review, Stock management support, lost property control, replacement of mini bar items in rooms, etc.)
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Manage payment systems such as POS and also VISANET web platforms
- Resolved guest complaints and discrepancies in prompt and courteous manner.
Guest Service Representative
DEL PILAR HOTELS CUSCO
2019.06 - 2020.03
- Assisted with various clerical tasks and handled logistics for meetings and special projects
- Collected and entered payment data into system, maintaining complete confidentiality and accuracy
- Scheduled meetings and meeting rooms for staff, corporate partners and customers
- Solved minor customer issues and escalated major problems to supervisor
- Welcomed the guest, take check-in, issue rooms keys and assisted them to their room.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Created welcoming and comfortable environment for guests.
TRAINEE
IPERU
2019.01 - 2019.06
- Provide tourist information from all regions of Peru to tourists
- Manage office's Outlook system
- Know all the airport's services and PROMPERU's intranet system
Guest Service Agent
TORRE BLANCA HOTEL
2018.08 - 2018.12
- Set up staff schedules and assigned specific work based on department needs and individual strengths
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members
- Delegated work to employees based on shift requirements, individual strengths and unique training
- Greeted guests upon arrival and offered assistance.
Education
Master - Hospitality Administration And Management
Rome Business School
Rome Italy04.2024
Bachelor of Administrative Studies - Turism Management
University of San Marcos
Lima Peru03.2021
Skills
- Communication Skills
- Fast Learner
- Ability to Work Under Pressure
- Ability to Work in Team
- Operational Efficiency
Certification
- Certified Guest services representative, Jw marriott -July 2022
- Certified at your service associate, Jw Marriott - September 2022
- Certified Front office internship, Jw Marriott Austin - April 2023
- Certified [Job Title], [Company Name] - [Timeframe]
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Italian
Elementary (A2)
Recommendation letter
To whom it may concern,
I am pleased to have this opportunity to recommend Rosa Barbosa who was a valued addition to the JW Marriott Austin Front Office team for a full year during her hard-earned international internship. I have known Rosa at a professional level and worked closely with her during her year with us. She has surpassed expectations and surprised us all when she finished her internship with all of the following certifications: Guest Service Representative, At Your Service Dispatch, Night Audit, Rooms Controller and Executive Lounge Certifications. In one year’s time, many associates will be encouraged to complete two to three rotations between Front Office disciplines. Rosa was able to complete five total and excel through each element of the department quickly. She mastered the skills of Property Management Systems, Standards of Service, Hospitality Values, and engaged with the team in a way that was special to witness each and every day. In Rosa’s future endeavors, she will be a valuable asset to any company, and the White Lodging family wishes her the best of luck. We were fortunate enough to witness her growth and be one of the many stepping stones in her promising career.
Kind regards,
KIANA CASTLE DIRECTOR OF FRONT OFFICE |
JW MARRIOTT AUSTIN
110 E. 2nd Street | Austin, Texas 78701 kiana.castle@marriott.com | Tel 512.474.4777 ext 4998
Timeline
Guest Service Representative
JW MARRIOTT AUSTIN
2022.04 - 2023.04
Guest Service Representative
DEL PILAR HOTELS MIRAFLORES
2021.10 - 2022.02
Guest Service Representative
DEL PILAR HOTELS CUSCO
2019.06 - 2020.03
TRAINEE
IPERU
2019.01 - 2019.06
Guest Service Agent
TORRE BLANCA HOTEL
2018.08 - 2018.12
Master - Hospitality Administration And Management
Rome Business School
Bachelor of Administrative Studies - Turism Management
University of San Marcos
- Certified Guest services representative, Jw marriott -July 2022
- Certified at your service associate, Jw Marriott - September 2022
- Certified Front office internship, Jw Marriott Austin - April 2023
- Certified [Job Title], [Company Name] - [Timeframe]
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