Joshua Gorman
Auburndale,FL
Summary
High-energy Guest Services Representative focused on promoting customer satisfaction through exceptional service and maintaining outstanding accommodations. Exceptional social skills and expertise in professionalism. Seeking to apply background and ongoing training in hospitality to take next career step with a team that values a guest experience driven approach to service. Personable Guest Experience Agent known for high productivity and efficient task completion. Skilled in customer service, conflict resolution, and time management. Excel at communication, empathy, and adaptability to ensure guest satisfaction and positive experiences.
Overview
7
7
years of professional experience
Work History
Front Desk & Guest Experience Agent
Walt Disney World Swan & Dolphin Resort
Orlando , USA
11.2021 - Current
- Utilize Lightspeed, Marsha, and Empower in order to assist guests in all areas
- Greeted visitors and customers upon arrival, offered assistance and answered questions
- Took reservations over phone, in person and via computer for guests and provided confirmation information
- Calculated billings, upgrades and posted charges to room accounts, reviewing charges with guests at checkout
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone
Valet / Traffic Director / Rooms Host Front Desk Operations
Hyatt Regency Orlando Int'l Airport
Orlando , USA
02.2019 - 06.2020
- Provided exceptional service to all guests by assisting them in an efficient, courteous and professional manner
- Safely and efficiently valeted guest's automobiles to designated parking locations while following company policies and procedures
- Front desk operations, check-in/check-out guests, upselling in guests, answer all guest and visitor inquiries and resolved complaints accordingly
Bellman/Valet Services
The Terrace Hotel
Lakeland , USA
10.2017 - 01.2019
- Provided guests with information regarding the hotel's amenities, local attractions, nightlife, dining options, museums, and concerts, and maintained the lobby in pristine condition and kept trash promptly emptied.
- Transferred luggage, bags and other items from vehicles and main lobby and assisted Guests with driving and parking vehicles
- Maintained a neat appearance of the lobby area at all times.
Education
Graduated -
Pembroke Pines Charter High School
Pembroke Pines05-2015
Hospitality Program - AHLEI - American Hotel & Lodging
Marino Campus Educational Institute
Ft. Lauderdale, FLSkills
- Complaint Handling
- Exceptional communication
- Stress Tolerance
- Guest Relations
Timeline
Front Desk & Guest Experience Agent
Walt Disney World Swan & Dolphin Resort
11.2021 - Current
Valet / Traffic Director / Rooms Host Front Desk Operations
Hyatt Regency Orlando Int'l Airport
02.2019 - 06.2020
Bellman/Valet Services
The Terrace Hotel
10.2017 - 01.2019
Graduated -
Pembroke Pines Charter High School
Hospitality Program - AHLEI - American Hotel & Lodging
Marino Campus Educational Institute
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