Matthew Hixon

• Answered customer telephone calls promptly and appropriately handled needs.
• Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Maintained clean and organized front desk areas to uphold polished company image.
• Oversaw fast-paced front desk operations and guests' needs at busy facility.
• Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Trained new staff members in customer service techniques and hotel operations.
• Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
• Promoted hotel brand's loyalty program via social media, email and direct mail.

• Contracted to debut and workshop the role of Knight Bus Conductor for the opening of Diagon Alley at Universal Studios Orlando.
• Partnered with Universal Creative and show direction to create Conductor role including character development as well as tailoring script sequences and scene work.
• Performed developed character using improvisational and partnering skills in a unique and challenging setting.
• Selected by show direction to train actors in the Conductor role which included coaching their British dialect and their performance as the character on set.
• Appointed by stage management to be an advocate for the venue on the Universal Safety Committee.
• Casted in various other roles at Universal including Halloween Horror Nights and corporate events.