Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Generic

Barbara Morales Lithgow

Miami

Summary

Well-rounded professional experienced in managing guest check-in and check-out and resolving guest complaints. Outgoing individual committed to maximizing company profits and accommodating guest requests. Proficient in various types of reservation software. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.

Overview

27
27
years of professional experience

Work History

Guest Experience Specialist

Residence Inn Marriott
Miami
03.2024 - 04.2025
  • Assisted with check-in process, verified customer information and processed payments.
  • Reviewed hotel reservations at beginning of shift, coordinated fulfillment of special guest requests, prepared room keys and collaborated with other departments to fully satisfy customers.
  • Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Greeted walk-in and phone guests, determining interests and needs.
  • Maintained cleanliness of lobby area, including furniture arrangement and decorations.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Provided customer service support to guests regarding reservations, inquiries, complaints and issues.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.
  • Built and maintained productive relationships with employees.
  • Investigated customer complaints regarding housekeeping services and took appropriate action to resolve them.
  • Communicated with maintenance team on damages to repair.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Worked with cross-functional teams to achieve goals.

Rooms Controller

Courtyard by Marriott
Miami
03.2022 - 03.2024
  • Prepared daily, weekly, and monthly occupancy reports for management review.
  • Verified room rates against market codes and company standards.
  • Responded to guest inquiries with recommendations for shopping, dining, and entertainment.
  • Managed reservations using Opera PMS, Fosse, ATLAS, American Airlines, and Delta systems.
  • Coordinated with departments to ensure prompt fulfillment of guest requests.
  • Arranged tours, taxis, and restaurant reservations for guests.
  • Resolved discrepancies regarding payments or cancellations efficiently.
  • Maintained lobby and common areas by restocking supplies and watering plants.

Front Desk Supervisor

Fairfield Inn Marriott
Miami
03.2015 - 03.2021
  • Corrected guest issues promptly with knowledgeable and friendly service.
  • Tracked inventory of supplies needed for the front desk area.
  • Received incoming calls and coordinated with staff to fulfill customer requests.
  • Provided support to guests with check-in and check-out procedures.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Maintained important files, running reports and delivering updates on occupancy and revenue.
  • Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Greeted and welcomed guests in a friendly, professional manner.
  • Arranged special accommodations for guests to enhance visitor experiences.
  • Managed guest check-in and check-out procedures, reservations and payments.
  • Coordinated with other departments to ensure smooth operations of the front desk area.
  • Delegated work to staff, setting priorities and goals.
  • Oversaw cash and credit card payment transactions at the front desk.
  • Resolved guest complaints promptly and followed-up to verify restored satisfaction.

Flight Attendant

Aeromar Airlines
Santo Domingo
02.2000 - 03.2004
  • Followed safety, passenger and supply pre-flight checklists.
  • Maintained accurate records of supplies such as meals, snacks, beverages, blankets, pillows.
  • Conducted preflight checks to assess general condition and cleanliness of aircraft.
  • Controlled flight environment by responding to disruptive passengers per FAA and federal guidelines.
  • Greeted passengers, answered questions, and directed them to their seats.
  • Brewed hot coffee and prepared meals and snacks for passengers.
  • Responded to medical emergencies as needed during flights.
  • Kept customers seated and carry-on baggage stored properly to comply with safety regulations and procedures.
  • L-1011, 727-100, 727-200, and also A300 licenses.

Airport Sales Agent

Continental Airlines
Secaucus
03.1998 - 03.2001
  • Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
  • Conducted regular inspections of work area in order to ensure cleanliness standards are met.
  • Assisted customers with reservations, ticketing, check-in, baggage handling and boarding process.
  • Printed itineraries and tickets for passengers each day.
  • Performed administrative tasks such as filing paperwork, updating records and preparing documents.
  • Greeted passengers and provided customer service in a friendly and professional manner.
  • Resolved customer complaints in a timely fashion while keeping their best interest in mind.
  • Provided information about airports, flight schedules and destinations to passengers.
  • Helping passengers with customs, immigration, and unaccompanied minors.

Education

Comunicacion Publicitaria - Public Comunications

UNIBE
Dominican Republic
09-1993

High School Diploma -

UNPHU
Dominican Republic
08-1989

Skills

  • Customer service and support
  • Payment processing
  • Reservation management
  • Occupancy reporting
  • Cross-department collaboration
  • Conflict resolution
  • Brand representation
  • Dining recommendations
  • Package shipping

Languages

Spanish
Professional
Italian
Elementary
English
Professional

Accomplishments

  • Employee of the month awards.

Timeline

Guest Experience Specialist

Residence Inn Marriott
03.2024 - 04.2025

Rooms Controller

Courtyard by Marriott
03.2022 - 03.2024

Front Desk Supervisor

Fairfield Inn Marriott
03.2015 - 03.2021

Flight Attendant

Aeromar Airlines
02.2000 - 03.2004

Airport Sales Agent

Continental Airlines
03.1998 - 03.2001

Comunicacion Publicitaria - Public Comunications

UNIBE

High School Diploma -

UNPHU

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