Guest Services Service Delivery

Mariella Valle

Petaluma, CA ***** 650-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

Highly skilled and adaptable professional with a unique blend of artistic expertise and hands-on experience in guest services, operations, marketing, and sales within the hospitality industry. As a Fine Arts Visual Development Artist, I possess a deep understanding of design principles, with my artistic versatility spanning from creating illustrations to developing innovative visual concepts for diverse projects. My extensive background in Guest Services Operations, Housekeeping, and Marketing within the hospitality sector has equipped me with leadership and operational expertise to drive excellence in service delivery and customer satisfaction. I excel in concierge services and sales, anticipating and fulfilling guest needs, fostering long-term relationships, and improving guest loyalty and revenue growth. Through hands-on leadership and data-driven insights, I’ve optimized workflows, improved communication, and created high- impact marketing campaigns that elevate brand visibility. With multilingual fluency, I bridge communication gaps and ensure cultural sensitivity in service delivery. Eager to leverage my unique skill set, I am poised to contribute to a dynamic team by merging artistic innovation with exceptional service management to create memorable guest experiences. WORK EXPERIENCE

W San Francisco - W Hotels - Marriott International, Inc. Guest Services Manager W Insider March 2024 – Present San Francisco, CA

Guest Services Manager - Hotel Operations

• Developed daily plans based on GXPDashboard, focusing on negative cases, guest follow-up, and VIP needs.

• Managed guest survey responses (GSS) and resolved issues through Service Recovery and points allocation.

• Ensured all VIP amenities, special requests, and guest preferences were properly scheduled and fulfilled.

• Coordinated guest communications (pre-arrival, stay, departure emails) and VIP PowerPoints.

• Oversaw the management of guest feedback and complaints in GXP, tracking and addressing highly actionable cases.

Operational Management

• Conducted daily stand-up meetings with leadership teams and reviewed daily operational reports (high balance, bucket check, room rate changes).

• Ensured accurate room availability and rates in LightSpeed, coordinating with Housekeeping for departures and reconciliations.

• Managed destination fees, audit reports, parking issues, and adjusted guest charges

(internet, breakfast, parking, etc.).

Reports & Analysis

• Created and analyzed GXPDashboards and reports, ensuring all highly actionable cases and amenities were addressed.

• Processed reports for high balance, Platinum/Gold comp water, and Destination Fee audits.

Team Leadership

• Managed scheduling, payroll, and timecards via ATLAS and coordinated with departments for smooth daily operations.

• Led and supported front-line staff, including training, coaching, and conducting interviews.

Technology & Program Knowledge

• Experienced in LightSpeed, FSPMS, GXP, MARSHA, ATLAS, Medallia (GuestVoice), Sertifi, and Microsoft Office.

• Proficient in Marriott's service portals (LandIt, TheStacks, HotShop), eBonus systems, and third-party platforms like Expedia and Booking.com. W San Francisco - W Hotels - Marriott International, Inc. W Insider & Marketing Initiatives March 2024 – Present San Francisco, CA

Brand & Marketing Strategies

• Led efforts to create unique, personalized experiences for VIP guests, including artwork and special events.

• Developed promotional campaigns with influencers, focusing on brand alignment and audience engagement.

• Created and maintained key marketing collateral in Adobe InDesign (monthly guides, event signage, kids' brochures).

• Managed external partnerships, negotiating contracts with vendors, restaurants, and influencers to boost brand awareness and guest engagement.

• Designed and executed special moments, events, and campaigns to enhance the luxury guest experience and attract high-value clients.

Event & Relationship Management

• Coordinated and led Insider Tours with Sales Executives, showcasing the hotel’s unique offerings and amenities.

• Created and launched campaigns using influencer marketing to promote hotel services and events to targeted audiences.

• Managed event planning, product launches (e.g., Destination Fee), and sponsorships to enhance brand visibility.

Communication & Leadership

• Collaborated with multiple departments to ensure seamless communication and effective marketing strategies.

• Conducted leadership meetings, including weekly recognition ceremonies (4DX), and ensured alignment on goals.

Technology & Program Knowledge

• Extensive experience with LightSpeed, GXP, Medallia (GSS), Concur, AMEXGBT NeoTravel, and Adobe InDesign.

• Proficient in Marriott’s internal platforms (LandIt, TheStacks), as well as external booking platforms like Expedia and Booking.com.

The St. Regis San Francisco

Task Force Manager March 2025 – March 2025

San Francisco, CA

• Assisted the Director of Front Office at St. Regis San Francisco, overseeing all Front Office operations to ensure exceptional guest experiences and operational efficiency.

• Led a team and managed operational functions while maintaining the highest standards of luxury service.

• Collaborated closely with other departments to resolve issues, optimize service delivery, and enhance guest satisfaction.

San Francisco Airport Marriott Waterfront - Marriott International, Inc. Guest Experience Expert January 2022 – March 2024

Burlingame, CA

• Collaborated with outside departments to coordinate solutions and retain guest satisfaction.

• Coached and developed associates to improve soft skills and recovery techniques.

• Facilitated communication between clients, leaders, and employees in Front Office and housekeeping departments.

• Assisted in the translation of documents for non-English-speaking employees.

• Enhanced response and resolution systems to meet changing demands.

• Monitored guest services personnel for efficiency and accuracy in handling guest complaints.

San Francisco Airport Marriott Waterfront - Marriott International, Inc. Guest Service Representative November 2016 – January 2022 Burlingame, CA

• Collaborated with team members to handle guest requirements from check-in through check-out.

• Took reservations over the phone and through email, recording guest information in the system and verifying details.

• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.

• Provided guests with information on local attractions, restaurants, and transportation services to enhance their stay.

San Francisco Airport Marriott Waterfront - Marriott International, Inc. Front Desk Operator November 2016 – January 2022

Burlingame, CA

• Managed multiple phone lines, took messages, and transferred calls as needed.

• Demonstrated excellent customer service skills by responding to inquiries promptly and accurately.

• Collaborated effectively with other departments to ensure smooth operations. Cathay Pacific Airways

Flight Operations Supervisor July 2015 – July 2016 San Francisco, CA

• Managed flight itinerary updates and communicated changes to appropriate air traffic control contacts.

• Monitored airfield duties and personnel to optimize procedures, workflows, and tasks to meet operational targets.

• Collaborated with maintenance crews and air traffic control to resolve issues and ensure seamless operations.

Aracela's Daycare Center

Supervisor of Operations May 2011 – July 2015

San Mateo, CA

• Identified and resolved unsafe or ineffective practices.

• Developed systems and procedures to improve operational quality and team efficiency. Abercrombie & Fitch

Stock Associate January 2015 – July 2015

San Francisco, CA

• Greeted customers and directed them to requested products.

• Stocked merchandise, clearly labeled items, and arranged according to size or color. EDUCATION

Academy of Art University

Bachelor of Fine Arts: Visual Development - Animation and Special Effects Graduation: January 2018

San Francisco, CA

Mills High School

High School Diploma

Graduation: January 2012

Millbrae, CA

Cañada College

Biology: Biochemistry

Redwood City, CA

SKILLS & INTERESTS

Skills

Hospitality Systems Proficiency, Marketing Strategy & Branding, Training & Development, Consecutive Translation & Language Skills, Customer Service & Relations, Cultural Awareness

& Social Perceptiveness, Problem-Solving & Decision-Making, Leadership & Supervision, Organizational & Time Management Skills, Communication & Collaboration, Multilingual Interpretation & Translation, Promotions & Marketing, Speech Support & Audio Translations, Content Adaptation & Document Conversion, Behavior Modification & Positive Reinforcement, Grammatical & Writing Skills, Brand Standards Adherence, Customer Inquiries & Intake Interviews, Team Leadership & Management, Creative Solutions & Complex Problem-Solving, Live & Conversation Interpretation, Documentation & Recordkeeping, Staff Training & Work Process Training, Educational Team Collaboration, and Social & Interpersonal Skills. Interests

Taking care of my kitten, Creating art and visiting art events, Traveling, Playing video games when I have a chance, Road trips, Going on day trips in our boat and trying to fish, Binge- watching series with family, Cooking with family

LANGUAGES

• English: Native

• Italian: Advanced

• Spanish: Native

• Chinese (Mandarin): Conversational

CERTIFICATIONS

• StoryXperiential with Pixar

AWARDS

• Senior Leadership Gold Star

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