Delana Morales
Lake Wales,FL
Summary
Respectful Front Desk Agent with extensive background in hospitality industry. Committed to creating memorable experiences for guests. Recognized for cordially answering phones, greeting guests and managing check-in and check-out processes.
Adaptable Front Office Assistant dedicated to providing first-rate attention to guest needs. Versed in quickly and accurately answering questions, offering information and completing quick check-in or check-out services. Delivers dynamic service and fosters positive relationships with guests and coworkers.
Communicative front desk with 3 years of experience maintaining high level of hospitality, professionalism and business etiquette. Attentive individual committed to thoroughly listening to guest requests or concerns and addressing with prompt responses. Dependable and punctual collaborator commended for consistently arriving to work prepared and on time.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Ride Operator
Fun Spot America
Kissimmee, FL
12.2025 - Current
- Operated amusement rides, ensuring safety protocols and guest satisfaction during operation.
- Monitored ride performance, promptly addressing any mechanical issues to maintain operational efficiency.
- Trained new ride operators on safety procedures and operational protocols to enhance team competency.
- Assisted in managing guest flow, optimizing ride throughput during peak hours for improved guest experience.
- Followed safety procedures for operating and loading and unloading passengers from amusement park rides.
- Adapted quickly to new ride assignments, learning proper operation techniques efficiently to minimize downtime between shifts.
Host
Wesgate river ranch
Lake Wales, FL
05.2021 - Current
- Greeted guests upon arrival and provided them with menus.
- Answered customer inquiries regarding the menu, restaurant services, and special promotions.
- Took reservations over phone and in person.
- Organized seating charts in a professional manner
Front Desk Agent
Westgate Resorts
Lake Wales, FL
05.2021 - Current
- Greeted customers in a professional and friendly manner.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Resolved customer complaints promptly and courteously.
- Provided information about hotel amenities, services, and local attractions.
- Inputted guest information into computer system accurately and securely.
- Managed cash drawer responsibly throughout shift.
- Stayed current on promotions, discounts, packages, and offers available at the hotel.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Received incoming calls and coordinated with staff to fulfill customer requests.
Busser
Westgate Resorts
Lake Wales, FL
05.2021 - Current
- Greeted customers and answered questions about menu items.
- Provided quick and efficient clearing of tables between courses.
- Bussed and reset tables in an orderly fashion.
- Assisted servers with stocking supplies, setting up for service and cleaning duties.
- Maintained cleanliness of restaurant dining area throughout shift.
- Delivered food orders to tables in a timely manner according to company standards.
- Ensured that each table was properly set before seating guests.
- Conducted regular checks on customer satisfaction levels during meal service.
- Performed daily side work such as polishing silverware, folding napkins and restocking condiments.
- Swept floors, washed walls and windowsills, emptied trash receptacles and cleaned restrooms when needed.
- Communicated with kitchen staff regarding any special requests from customers.
- Took initiative to help others whenever necessary.
- Maintained a friendly attitude towards customers at all times.
- Provided assistance to other bussers or waitstaff when needed.
- Checked menus for accuracy prior to serving meals.
- Stocked ice buckets, water pitchers, wine glasses or other bar items as needed.
- Cleared tables to maintain high turnover rate and minimize wait times.
- Wiped down and cleaned chairs, booths and highchairs.
- Carried food, dishes, trays or silverware from kitchens or supply departments to serving counters.
Waitress Trainee
Westgate Resorts
Lake Wales, FL
05.2021 - Current
- Greeted customers and provided menus.
- Assisted with food preparation tasks as requested by the head chef.
- Learned to properly handle cash transactions and process credit card payments.
- Provided excellent customer service during meal times.
- Checked that all orders were accurate before delivering to customers.
- Informed customers of daily specials and menu changes.
Kitchen Hand
Westgate Resorts
Lake Wales, FL
05.2021 - Current
- Cleaned dishes, pots, pans and utensils.
- Swept and mopped floors to maintain cleanliness in the kitchen area.
- Stocked shelves with food supplies, such as canned goods and dry ingredients.
- Assisted cooks in preparing meals by washing vegetables and fruits, cutting meats and other tasks as needed.
- Disposed of garbage according to health regulations.
- Served food during catered events or banquets as requested by supervisors or chefs.
Trainer
Westgate Resorts
Lake Wales, FL, FL
05.2021 - Current
- Designed and developed training materials for new employees in the organization.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
Forklift Operator
Publix
Lakeland, FL
09.2025 - 12.2025
- Operated forklifts to transport merchandise efficiently throughout warehouse.
- Conducted regular equipment inspections to ensure safety and compliance standards.
- Coordinated with team members to optimize loading and unloading processes.
- Trained new employees on safe forklift operation and warehouse procedures.
- Wrapped pallets in plastic wrap and attached merchandise tags to prepare for shipping.
- Operated forklift in compliance with OSHA guidelines and organizational policies.
- Demonstrated versatility in operating various types of forklifts, including sit-down, stand-up, and reach varieties, to accommodate different warehouse layouts and requirements.
Sells Associate
AT&T
Orlando, FL
10.2025 - 10.2025
- Led cross-functional teams to enhance customer service processes, driving operational efficiency.
- Developed training programs for new hires, improving onboarding experience and employee retention.
- Implemented quality assurance protocols, ensuring compliance with industry standards and enhancing service delivery.
- Analyzed customer feedback data to identify trends, informing strategic decisions for product improvements.
Wendy’s Manager
Wendys Fast Food
Lake Wales, FL
01.2025 - 06.2025
- Oversaw daily operations, ensuring adherence to quality and service standards.
- Trained and mentored team members in customer service protocols and food safety procedures.
- Implemented inventory management strategies to reduce waste and optimize stock levels.
- Analyzed sales data to identify trends, driving targeted promotions and menu adjustments.
- Managed conflict resolution among team members, fostering a positive work environment.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Front Desk Supervisor
Westgate Resorts
Lake Wales
05.2021 - 11.2024
- Oversaw daily operations of front desk staff to ensure exceptional guest service.
- Trained and mentored new team members on customer service standards and procedures.
- Implemented process improvements that enhanced front desk efficiency and guest satisfaction.
- Managed scheduling and staffing to optimize coverage during peak periods.
- Coordinated with housekeeping and maintenance departments for seamless room readiness.
- Resolved guest complaints promptly, ensuring positive experiences and repeat visits.
- Conducted regular audits of front desk procedures to ensure compliance with company policies.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Scheduled and assigned daily work and activities for team members.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Collected room deposits, fees, and payments.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
Education
High School Diploma -
Lake Wales High
Lake Wales, FLSkills
- Telephone reception
- Server Support
- Reservations Management
- Team Collaboration
- Food allergy awareness
- Reservations
- Front of House Organization
- Customer Service
- Strong interpersonal skills
- Up-selling techniques
- Complaint Handling
- Guest Engagement
Certification
Serve safe
Timeline
Ride Operator
Fun Spot America
12.2025 - Current
Sells Associate
AT&T
10.2025 - 10.2025
Forklift Operator
Publix
09.2025 - 12.2025
Wendy’s Manager
Wendys Fast Food
01.2025 - 06.2025
Front Desk Supervisor
Westgate Resorts
05.2021 - 11.2024
Host
Wesgate river ranch
05.2021 - Current
Front Desk Agent
Westgate Resorts
05.2021 - Current
Busser
Westgate Resorts
05.2021 - Current
Waitress Trainee
Westgate Resorts
05.2021 - Current
Kitchen Hand
Westgate Resorts
05.2021 - Current
Trainer
Westgate Resorts
05.2021 - Current
High School Diploma -
Lake Wales High