Joseph Morgan
Key West,15
Summary
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Overview
18
18
years of professional experience
Work History
Front Desk Agent
Beachside Brightwild
Key West, FL
08.2024 - Current
- Managed guest check-ins and check-outs efficiently to enhance overall customer experience.
- Addressed guest inquiries and resolved issues promptly, ensuring high satisfaction levels.
- Coordinated with housekeeping and maintenance teams to maintain property standards and guest comfort.
- Shuttle VIPs
- Security responsibilities checking the pool eject anyone who is trespassing power open doors and changing the batteries on the locks safe assist
- Make sure the pool has enough towels
- Respond to fire alarms and notify alarm company the status
Guest Service Agent
Reach Resort Curio Collection
Key West
12.2019 - Current
- Collected room deposits, fees, and payments.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback
- Maintained cleanliness of the lobby
Lead Front Desk Agent
Hilton Garden Inn Highgate
Key West, FL
08.2023 - 08.2024
- Supervised front desk operations, ensuring seamless check-in and check-out processes.
- Trained and mentored front desk staff on customer service protocols and hotel policies.
- Implemented new reservation systems, enhancing efficiency and guest experience.
- Resolved guest complaints swiftly, maintaining high satisfaction levels and loyalty.
- Respond to the text messages made by guest
- Communicate with other properties through Teams
- Made reservation from 3rd parties
- Monitor walking guest to sister properties
Bell Captain
Casa Marina A Waldorf Astoria Resort
Key West, FL
05.2016 - 12.2019
- Supervised all Bell and Valet activities
- Micro manage the bell-stand to make sure all bags and cars were retrieved on time
- Scheduling Bell and Valet shifts
- Pay roll
- In charge for all the bag pulls and bag drops
- In charge of the laundry that is retrieved and delivered
- Trained new team members that are hired
Bell Person
Casa Marina Key West, A Waldorf Astoria Resort
1500 Reynolds St.
02.2008 - 05.2016
- Explained important features of guest rooms to travelers.
- Escorted guests to assigned rooms and transported luggage.
- Responded immediately to any guest requests or concerns and promptly resolved issues.
- Escorted guests to and from rooms and assisted with baggage.
- Retrieve and park vehicles for guest
- In the evening shifts filled out valet report to make sure every car is getting charged
- Morning check for any discrepancies
- Make sure laundry goes out and gets delivered
Education
A.A - Business Administration
Florida Keys Community College
Key West, FL12-2015
Skills
- Computer Skills
- Guest Satisfaction
- Issue Resolution
- Leader ship problem solving
- Handling complaints and conflict resolution
- Scheduling
- Multi task in a fast pace environment
- Training new front desk agents
Timeline
Front Desk Agent
Beachside Brightwild
08.2024 - Current
Lead Front Desk Agent
Hilton Garden Inn Highgate
08.2023 - 08.2024
Guest Service Agent
Reach Resort Curio Collection
12.2019 - Current
Bell Captain
Casa Marina A Waldorf Astoria Resort
05.2016 - 12.2019
Bell Person
Casa Marina Key West, A Waldorf Astoria Resort
02.2008 - 05.2016
A.A - Business Administration
Florida Keys Community College