Bryant Morales
Virginia Beach
Summary
Experienced in busy hotel settings, knowledgeable Guest Service Representative with a drive and dedication to delivering exemplary service. Strong focus on meeting performance objectives and assisting team members. Excels as a skilled multi-tasker, with expertise in providing exceptional guest experiences and ensuring customer satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Guest Service Agent
Hilton Virginia Beach Oceanfront
05.2022 - Current
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Collected room deposits, fees, and payments.
- Demonstrate a thorough knowledge of hotel information
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
PBX Agent
Hilton Virginia Beach Oceanfront
05.2022 - Current
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
Pet Sitter
Private Home
02.2021 - 06.2024
- Gave animals proper attention to promote secure environment in owner's absence.
- Prepared food and water following instructions from pet owners.
- Exercised animals regularly with walks and rigorous play activities.
- Maintained a clean and safe environment for pets, ensuring their comfort and well-being at all times.
- Cleaned out and scooped litter trays and food and water bowls to provide clean environment for pets.
- Entrusted with the keys of client’s home to complete pet’s care
- Secured home and animals after care was provided and confirming that every aspect was safe.
Park Aide
Virginia Beach Parks & Recreation
04.2018 - 03.2019
- Enhanced visitor experience by providing excellent customer service and addressing inquiries about park facilities.
- Contributed to a clean and welcoming environment by managing litter and waste disposal in the park area.
- Ensured park safety with regular maintenance checks, promptly addressing any hazards or issues identified.
Education
Master of Science - Degree Park, Recreation, and Tourism Studies, Tourism Management
Old Dominion University
Norfolk, VA05.2022
Bachelor of Science - Degree Park, Recreation, and Tourism Studies, Park and Recreation Management
Old Dominion University
Norfolk, VA12.2017
Skills
- Proficient with Microsoft Word and PowerPoint 2007 and up
- Fluently bilingual in both the English and Spanish languages
- Guest communication
- Check-in and Check-out Procedures
- Complaint Handling
- Cash Management
- Computer Skills
- Writing and verbal communication
- Listening Skills
Certification
Child Abuse and Neglect, 01/2016
Activities
- Old Dominion University, Parks, Recreation, and Tourism Studies Majors Club, Fall 2015, Spring 2017
- Old Dominion University, Latino Student Alliance, Spring 2014, Fall 2016
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
PBX Agent
Hilton Virginia Beach Oceanfront
05.2022 - Current
Guest Service Agent
Hilton Virginia Beach Oceanfront
05.2022 - Current
Pet Sitter
Private Home
02.2021 - 06.2024
Park Aide
Virginia Beach Parks & Recreation
04.2018 - 03.2019
Master of Science - Degree Park, Recreation, and Tourism Studies, Tourism Management
Old Dominion University
Bachelor of Science - Degree Park, Recreation, and Tourism Studies, Park and Recreation Management
Old Dominion University
Child Abuse and Neglect, 01/2016
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