Wirlenys Morales
Cleveland
Summary
Customer-focused professional with extensive experience in hospitality management. Proven ability to thrive in fast-paced environments while ensuring compliance with health and safety regulations. Skilled in managing busy reception areas and multi-line telephone systems, with a strong emphasis on security and confidentiality. Goal-oriented with a commitment to providing exceptional service and support to clients and colleagues.
Overview
8
8
years of professional experience
Work History
Hospitality Worker
Aimbridge Hospitality
Cleveland
03.2025 - Current
- Maintained cleanliness and organization of guest areas, enhancing visitor experiences.
- Supported front desk operations by efficiently managing guest check-ins and check-outs.
- Resolved guest inquiries and concerns promptly and professionally.
- Managed inventory through effective restocking and reporting of shortages.
- Collaborated with team members to foster a welcoming atmosphere for patrons.
- Addressed customer complaints professionally while ensuring a friendly demeanor.
- Welcomed guests upon arrival, providing immediate assistance with needs.
- Conducted regular upkeep, cleaning, and preventive maintenance to ensure facility condition.
Call Center Representative
Aramark
Cleveland
03.2020 - 02.2024
- Resolved customer complaints using effective communication and problem-solving techniques.
- Managed inbound calls to address service inquiries promptly.
- Collaborated with team members to enhance service delivery and efficiency.
- Documented customer interactions in call management system for accurate record-keeping.
- Provided detailed information on services and promotions to customers accurately.
- Maintained positive demeanor during peak times, handling high call volumes efficiently.
Kitchen Assistant
Delaware North
Cleveland
05.2018 - 03.2020
- Maintained kitchen cleanliness and organization of stations and storage areas.
- Assisted chefs with food preparation tasks, ensuring consistency in quality and presentation.
- Operated kitchen equipment while adhering to safety protocols and proper usage guidelines.
- Managed inventory by organizing supplies and monitoring food stock levels.
- Supported team members during peak service times to facilitate timely meal delivery.
- Followed recipes accurately, contributing to uniformity in dish quality.
- Collaborated with cooks on meal preparation, including washing vegetables and cutting meats.
Education
High School Diploma -
Bard High School Early College
Cleveland, OH05-2023
Associate Degree in Business - Business
Penn Foster
Cleveland, OHSkills
- Front desk operations
- Guest relations
- Customer service
- Conflict resolution
- Call management
- Attention to detail
- File organization
- Data entry
- Customer relationship management
- Adaptability to change
- Friendly demeanor
- Fluent in English and Spanish
- Hospitality services
- Sensitive information handling
- Equipment operation
- Food preparation
- Kitchen safety
- Food safety
Languages
English
Professional
Spanish
Professional
Timeline
Hospitality Worker
Aimbridge Hospitality
03.2025 - Current
Call Center Representative
Aramark
03.2020 - 02.2024
Kitchen Assistant
Delaware North
05.2018 - 03.2020
High School Diploma -
Bard High School Early College
Associate Degree in Business - Business
Penn Foster