MONICA JUDITH GONZALEZ NIEVES
Kissimmee,FL
Summary
Bilingual hospitality professional with experience at Walt Disney World Resort and Universal Orlando Resort, including premium cabana service, food and beverage operations, and high-volume guest service. Skilled in anticipating guest needs, responding to concerns, maintaining clean and guest-ready spaces, following safety and sanitation procedures, and collaborating across teams to deliver memorable experiences. Spanish first language; English proficiency at C2 level.
Overview
10
10
years of professional experience
Work History
Premium Cabana Attendant
Walt Disney World Resort
Orlando, Florida
04.2025 - Current
- Provide personalized, high-touch service to guests using premium private cabanas, helping create comfortable and memorable resort experiences.
- Anticipate guest needs and respond promptly to requests while maintaining Disney guest-service standards.
- Address guest concerns professionally and support service recovery to maintain guest satisfaction.
- Maintain cabana cleanliness, organization, and presentation throughout daily operations.
- Assist with food and beverage orders, service coordination, and timely delivery.
- Follow established safety and operational procedures in a busy outdoor water-park environment.
- Communicate with leaders and fellow Cast Members to support smooth operations and consistent service.
Quick Service Food & Beverage Team Member
Universal Orlando Resort – Epic Universe
Orlando, Florida
04.2025 - Current
- Delivered friendly, accurate, and efficient guest service in a fast-paced food and beverage environment.
- Prepared and served food and beverages in accordance with food-safety and sanitation standards.
- Maintained clean, organized, guest-ready service areas and adapted to changing procedures and guest flow.
- Collaborated with team members and leadership to support smooth service during busy periods.
- Processed cash and cashless transactions using POS systems and followed cash-handling procedures.
- Supported opening operations and operational readiness during the launch of Epic Universe.
Intake Specialist
UnidosUS
04.2024 - 04.2025
- Served as a first point of contact for clients seeking housing and financial counseling services.
- Handled inbound inquiries and explained available services; scheduled, confirmed, and rescheduled appointments by phone, email, and text.
- Created and maintained client profiles and tracking reports with attention to accuracy, eligibility information, and confidentiality.
- Completed client follow-ups and collaborated with colleagues to support consistent workflows and client engagement.
- Remote
Front Desk Receptionist
Parador El Buen Café
Hatillo, Puerto Rico
02.2023 - 04.2024
- Welcomed visitors, answered inquiries, and provided clear information about services.
- Managed appointments, incoming calls, messages, and routine administrative records.
- Responded to customer concerns with patience and professionalism and helped maintain an organized reception area.
Food & Beverage Host / Hostess
Walt Disney World Resort
Orlando, Florida
04.2022 - 10.2022
- Welcomed restaurant guests, managed seating and reservations, and escorted guests safely to assigned tables.
- Shared accurate information about resort facilities, dining, transportation, schedules, and park procedures.
- Followed safety procedures, maintained clear emergency exits, and communicated with fellow Cast Members.
Additional Experience
Ivonne Muniz – Hair Salon Assistant | Policlinic Dr. Rodriguez – Private Services
, Puerto Rico
10.2016 - 08.2021
- Supported appointment scheduling, client reception, workstation preparation, and sanitation.
- Helped patients understand appointment steps and maintained organized records while following established procedures.
Education
coursework - Hotel and Restaurant Management
University of Puerto Rico
Carolina, Puerto RicoSkills
- Premium Guest Service
- Guest Relations & Service Recovery
- Cabana & Resort Operations
- Food & Beverage Service
- Cash Handling & POS Systems
- Safety and Sanitation
- Food Safety Standards
- Guest Concern Resolution
- Teamwork and Communication
- Scheduling & Reservations
- Client Documentation & Confidentiality
- Bilingual: Spanish / English
LANGUAGES
Spanish — First language, English — C2 proficiency
Timeline
Premium Cabana Attendant
Walt Disney World Resort
04.2025 - Current
Quick Service Food & Beverage Team Member
Universal Orlando Resort – Epic Universe
04.2025 - Current
Intake Specialist
UnidosUS
04.2024 - 04.2025
Front Desk Receptionist
Parador El Buen Café
02.2023 - 04.2024
Food & Beverage Host / Hostess
Walt Disney World Resort
04.2022 - 10.2022
Additional Experience
Ivonne Muniz – Hair Salon Assistant | Policlinic Dr. Rodriguez – Private Services
10.2016 - 08.2021
coursework - Hotel and Restaurant Management
University of Puerto Rico