Hitalo Sargentim
Brooklyn
Summary
Looking to enhance my communication skills and customer service experience through a position that allows me to meet new people of various backgrounds and interact with people worldwide.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
Work History
Guest Services Agent
Hyatt Regency At Resorts World New York City
Queens
08.2025 - Current
- Welcome guests and provide exceptional customer service throughout the check-in, stay, and check-out process.
- Process reservations, room assignments, billing transactions, and payment authorizations while maintaining accuracy and attention to detail.
- Respond promptly to guest inquiries, requests, and concerns, coordinating with housekeeping, engineering, food and beverage, and other departments to ensure guest satisfaction.
- Handle guest complaints and service recovery situations professionally, identifying solutions to enhance the overall guest experience.
- Maintain knowledge of hotel services, amenities, local attractions, and transportation options to assist guests effectively.
- Monitor room availability, occupancy status, and special requests while ensuring compliance with hotel policies and procedures.
- Perform administrative and front desk duties, including answering phone calls, managing guest accounts, preparing reports, and maintaining accurate records.
Cashier and Stocker
Busy Bee Food Exchange
Brooklyn
10.2022 - 10.2023
- Enhanced customer service skills through effective communication and active listening
- Solved and addressed customers' issues and concerns such as answering questions about a product or service
- Adhered/improved my customer service skills through communication and listening
- Clarified customer questions to enhance their understanding of services.
- Collaborated with my fellow coworkers, offering assistance during busy times
- Rearranged lines to enhance customer flow and reduce wait times
- Processed customer orders by slicing cold cuts and packaging them for delivery
- Experience in food handling with all the proper care by wearing gloves so that hygiene is guaranteed.
Education
Associate of Science - Hospitality, Tourism and Events Management
LaGuardia Community College
Long Island City, NY 09.2023 - 06.2025
High School -
Williamsburg High School for Architecture and Design
Brooklyn, NYSkills
- Guest relations
- Front desk operations
- Check-in procedures
- Guest communication
- Customer service
- Complaint resolution
- Inquiry resolution
- Conflict management
- Cash handling
- Payment collection
- Lost and found management
- Transportation arrangements
- VIP guest services
- Concierge services
- Team collaboration
- Cross-department coordination
- Microsoft Office
- OPERA
- Colleague Advantage
- Basic graphic design
- Attention to detail
- Time management
- Multitasking
- Problem solving
- Active listening
- Communication
- Teamwork
- Leadership
- Public Speaking
- Check-in procedures
- Customer rapport
- Guest safety
- Transportation arrangements
- VIP guest services
- VIP guest services
- POS terminal operation
- Guest communication
Languages
- Portuguese, Fluent
- English, Fluent
Timeline
Guest Services Agent
Hyatt Regency At Resorts World New York City
08.2025 - Current
Associate of Science - Hospitality, Tourism and Events Management
LaGuardia Community College
09.2023 - 06.2025
Cashier and Stocker
Busy Bee Food Exchange
10.2022 - 10.2023
High School -
Williamsburg High School for Architecture and Design