Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Samuel Berroa

Queens,NY

Summary

Experienced hospitality professional skilled in customer service, adept at addressing guest inquiries and issues promptly to uphold a positive environment. Collaborative team player with a focus on adaptability and effective communication. Strong problem-solving abilities essential for delivering outstanding service in any position.

Overview

5
5
years of professional experience

Work History

Passenger Service Agent

ASAK Solutions LLC
05.2025 - Current
  • Checked in luggage and confirmed all carry-on items met federal guidelines.
  • Announced flight status updates and information about gate changes over PA system.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Excellent communication skills, both verbal and written.

Front Desk Agent / Hotel Night Auditor

Hilton Garden Inn Hotel
08.2024 - Current
  • Greeted and checked in guests, ensuring a warm and welcoming experience upon arrival
  • Efficiently managed guest reservations, including check-ins, check-outs, and room assignments
  • Responded to guest inquiries and resolved issues promptly and professionally, maintaining high levels of customer satisfaction
  • Provided accurate information about hotel facilities, services, and local attractions to enhance the guest experience
  • Handled cash transactions for room charges, deposits, and incidentals with precision and attention to detail
  • Collaborated with housekeeping staff to ensure timely delivery of requested amenities or services to guest rooms
  • Maintained a clean and organized front desk area at all times for efficient operations
  • Managed incoming calls on a multi-line phone system, directing calls appropriately or taking messages as needed
  • Trained new front desk agents on standard operating procedures and customer service best practices

Ticketing / Check in Agent

Hallmark Aviation Services
07.2023 - 09.2024
  • Earned recognition for exceptional customer service from passengers and crew on multiple occasions.
  • Verified passport and visa compliance for international flights, ensuring adherence to immigration regulations.
  • Sold, printed, and issued tickets to guests efficiently.
  • Assisted passengers with special needs to promote comfortable travel experiences.
  • Trained new Check-in Agents on customer service best practices, enhancing team performance.

Front Desk Agent

aloft hotel
07.2022 - 08.2023
  • Managed guest check-ins, confirming bookings and room readiness while promoting services.
  • Handled incoming phone calls, directing inquiries and messages efficiently.
  • Maintained accurate financial records for weekly cash flow, bookings, and expenses.
  • Provided detailed information on hotel facilities and local attractions to enhance guest experience.
  • Collaborated with housekeeping to deliver requested amenities promptly to guest rooms.
  • Responded to guest inquiries and resolved issues swiftly, ensuring high customer satisfaction.
  • Executed cash transactions for room charges and deposits with precision.
  • Maintained a clean and organized front desk area to support efficient operations.

Check-in Agent

Triangle Service
02.2021 - 07.2022
  • Occasionally dealt with unaccompanied minors according to airport procedures
  • Made announcements concerning flight delays and special deals at airport restaurants and shops
  • Assisted security personnel when dealing with unruly passengers
  • Directed passengers to restrooms and other airport facilities
  • Changed passenger reservations as requested and confirmed new arrangements
  • Sent out emails to confirm flight dates after flight reservations were made

Customer Vehicle Service Agent

Sixt Rent A Car
08.2020 - 02.2021
  • Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
  • Inspected vehicle regularly to identify and handle upkeep needs and maintain professional appearance for customers.
  • Checked condition of vehicle's tires, brakes and safety equipment to maintain systems in working order.
  • Checked vehicles for adequate supply of fuel, oil and other necessary fluids.
  • Cleaned and maintained vehicle and assessed vehicle for damage after each shift.

Education

High school diploma -

Brownsville Academy High School
Brooklyn, NY

Skills

  • Exceptional communication
  • Check-in procedures
  • Cultural sensitivity
  • Passenger assistance
  • Special needs support
  • Boarding support
  • Boarding gate procedures
  • Check-in processes

Languages

Spanish
Native or Bilingual

Timeline

Passenger Service Agent

ASAK Solutions LLC
05.2025 - Current

Front Desk Agent / Hotel Night Auditor

Hilton Garden Inn Hotel
08.2024 - Current

Ticketing / Check in Agent

Hallmark Aviation Services
07.2023 - 09.2024

Front Desk Agent

aloft hotel
07.2022 - 08.2023

Check-in Agent

Triangle Service
02.2021 - 07.2022

Customer Vehicle Service Agent

Sixt Rent A Car
08.2020 - 02.2021

High school diploma -

Brownsville Academy High School

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