Lena Goralska M.Ed.
Flower Mound
Summary
Proactive and adaptable, with a strong work ethic honed at American Airlines, I excelled in ensuring passenger safety and satisfaction. Skilled in first aid and customer service, I adeptly managed emergencies and fostered positive experiences, contributing to enhanced brand reputation through professional teamwork and cultural awareness.
Overview
31
31
years of professional experience
Work History
Front Desk Agent
Marriott Courtyard
Flower Mound, TX
02.2026 - Current
- Managed front desk operations, ensuring seamless guest check-in and check-out experiences.
- Facilitated communication between guests and hotel departments to address inquiries and resolve issues promptly.
- Trained new staff on customer service protocols and property management systems for operational efficiency.
- Coordinated special requests and arrangements for guests, personalizing their stay to improve overall experience.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
Guest Services
Gaylord Texan Resort & Convention Center
Grapevine, TX
08.2025 - 01.2026
- Provided support during special events, assisting with setup, teardown, and guest services as needed.
- Maintained up-to-date knowledge of hotel policies and procedures, ensuring consistent adherence to established standards for guest services excellence.
- Operated and proficiently navigated computer hardware and software applications and performed accurate data entry to optimize guest services.
- Delivered excellent guest services by answering inquiries from visitors.
Flight Attendant
American Airlines
09.1995 - 01.2025
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
Education
Bachelor of Arts - Child Development
University of North Texas
Denton, TXMasters of Education -
University of North Texas
Denton, TXSkills
- Customer service
- Strong work ethic
- Attention to detail
- First aid
- Reliability and punctuality
- Professional appearance
- Cultural awareness
- Team collaboration
Timeline
Front Desk Agent
Marriott Courtyard
02.2026 - Current
Guest Services
Gaylord Texan Resort & Convention Center
08.2025 - 01.2026
Flight Attendant
American Airlines
09.1995 - 01.2025
Bachelor of Arts - Child Development
University of North Texas
Masters of Education -
University of North Texas