Tessa Donato
Guest Service Agent
Hallandale Beach,FL
Summary
Motivated professional with notable front desk experience at Hampton by Hilton and a background in the Disney College Program. Proven expertise in front office operations, guest issue resolution, and event coordination. Strong knowledge of Hilton OnQ PMS, dedicated to enhancing guest experiences in a South Florida hotel resort.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Front Desk Agent
Hampton Inn & Suites By Hilton
St Louis, Missouri
07.2023 - Current
- Delivered exceptional guest service while adhering to Hilton brand standards and hospitality best practices.
- Operated Hilton OnQ PMS and PEP systems to manage reservations, guest arrivals, departures, billing, and room assignments.
- Processed cash and credit card transactions accurately while maintaining accountability and attention to detail.
- Resolved guest concerns using service-recovery techniques to enhance guest satisfaction and loyalty.
- Maintained detailed shift reports and ensured seamless communication between front office team members.
Life Enrichment Coordinator
Clarendale of St. Peters
02.2025 - 06.2025
- Planned, organized, and executed engaging daily activities, special events, and community programs for residents.
- Coordinated event logistics, schedules, entertainment, and vendors to create engaging resident experiences.
- Fostered meaningful relationships with residents and families through personalized service and effective communication.
- Encouraged resident participation and engagement, fostering a welcoming and inclusive community atmosphere.
- Collaborated with departments to deliver impactful programs that enhanced resident satisfaction.
Guest Services Intern
The Walt Disney Company (Disney College Program)
08.2024 - 01.2025
- Represented one of the world's premier hospitality and entertainment brands, delivering exceptional service to thousands of guests from diverse backgrounds.
- Applied Disney's Four Keys service philosophy—Safety, Courtesy, Show, and Efficiency—to create memorable guest experiences.
- Resolved guest concerns by actively listening, demonstrating empathy, and employing effective problem-solving techniques to enhance guest satisfaction.
- Collaborated with Cast Members across operational areas to streamline processes and ensure seamless guest experiences.
- Thrived in a high-volume environment while maintaining professionalism, enthusiasm, and attention to detail.
- Developed advanced communication and conflict-resolution skills, enhancing service recovery in luxury hospitality and resort operations.
Education
Sustainable Hospitality - Sustainable Hospitality
Eastern Kentucky University
Richmond, KY01.2025
Skills
- OnQ and PEP systems knowledge
- Front office management
- High-volume guest service experience
- Service recovery and guest relations
- Upselling and enrollment in Hilton Honors
- Billing procedures and cash handling expertise
- Disney's four keys to service excellence
- Activity planning and event coordination
- Proficient in Microsoft Office Suite
- Effective team collaboration
- Conflict resolution skills
Sustainable practices in Hospitality
Timeline
Life Enrichment Coordinator
Clarendale of St. Peters
02.2025 - 06.2025
Guest Services Intern
The Walt Disney Company (Disney College Program)
08.2024 - 01.2025
Front Desk Agent
Hampton Inn & Suites By Hilton
07.2023 - Current
Sustainable Hospitality - Sustainable Hospitality
Eastern Kentucky University