Matthew Leal
Orlando,FL
Summary
Guest-focused hospitality professional with experience delivering exceptional service in high-volume theme park environments. Skilled in anticipating guest needs, resolving complex situations, and creating personalized, memorable experiences. Strong communicator with a positive, outgoing demeanor and in-depth knowledge of resort operations. Adept at multitasking, coordinating logistics, and providing VIP-level service to diverse guests.
Overview
5
5
years of professional experience
Work History
Guest Service Coordinator
Universal Orlando
Orlando, FL
05.2025 - Current
- Resolve complex concerns using guest recovery strategies to ensure satisfaction and loyalty.
- Collaborate with multiple departments to manage logistics, reservations, and special accommodations.
- Provide concierge-level service, including reservations, park navigation, and personalized recommendations.
- Document Guest interactions, accommodations, and service resolutions.
Retail Sales Associate
Uniqlo
Lake Buena Vista, FL
02.2024 - 04.2025
- Deliver exceptional service in a fast-paced environment with a focus on guest satisfaction.
- Recommend products based on guest needs to enhance experience and drive sales.
Attractions Attendant
Universal Orlando Resort
Orlando, FL
11.2021 - 10.2023
- Provided engaging guest service while ensuring safety and operational efficiency.
- Provided themed guest experiences through personal interaction and led with friendly, professional, and efficient manner.
- Communicated with fellow team members to deliver consistent service and encourage customer retention.
House Attendant
Universal Orlando Resort
Orlando, FL
07.2021 - 11.2021
- Maintained a safe and organized environment by monitoring guest behavior and enforcing park policies.
- Supported team operations to ensure a positive and welcoming guest atmosphere.
Education
Bachelor of Science - Dental Hygiene
Valencia College
Orlando, FL05-2027
Skills
- Bilingual (Portuguese)
- Customer Service
- Problem-Solving Abilities
- Active Listening
- Time Management
- Emergency Evacuation Procedures
- Safety Procedures
- Multitasking in Busy Environments
Timeline
Guest Service Coordinator
Universal Orlando
05.2025 - Current
Retail Sales Associate
Uniqlo
02.2024 - 04.2025
Attractions Attendant
Universal Orlando Resort
11.2021 - 10.2023
House Attendant
Universal Orlando Resort
07.2021 - 11.2021
Bachelor of Science - Dental Hygiene
Valencia College