This is my profileContact via CazVidStephanie
Guest Engagement Specialist with 5+ years in Hospitality & Customer Service
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Competencies
Designed and implemented engagement strategies to improve customer experience and loyalty.
Provided personalized service, managed guest complaints, and handled varied customer needs.
Supervised staff involved in activities and entertainment, coordinating efforts to meet objectives.
Communicated effectively with guests and team members, ensuring clarity and customer satisfaction.
Handled booking requests, modifications, and cancellations using internal systems.
Education
Languages
Summary
Experienced Guest Engagement Specialist with a strong background in hospitality, customer service, and team coordination. Skilled in enhancing customer experiences and managing operations in dynamic environments.
Key Achievements
- Led guest engagement efforts and organized recreational activities at Holiday Inn Club Vacation Orange Lake.
- Managed front desk operations, ensuring seamless check-ins and guest satisfaction at Beachcomber Beachfront Hotel.
- Provided real-time assistance and facilitated bookings, increasing customer satisfaction at Expedia.
Experience
Guest Engagement Specialist & Activities Coordinator
Led guest engagement efforts by organizing various recreational activities and entertainment programs., Engaged guests proactively to understand interests and expectations, consistently surpassing satisfaction benchmarks., Oversaw team of activities and entertainment staff, ensuring seamless coordination., Developed and implemented strategic engagement plans to enhance customer relationships and loyalty., Collaborated with internal teams to ensure successful implementation of initiatives designed to improve customer experience.
Server/Cashier
Provide excellent customer services., Greet customers and present menus., Make suggestions based on their preferences., Take and serve food and drink orders., Up-sell when appropriate., Deliver checks, and collect payments., Cooperate and communicate with all serving and kitchen staff., Adhere to all relevant health department rules, regulations, and all customer service guidelines.
Front Desk Receptionist
Oversaw front desk activities ensuring seamless guest check-ins and check-outs., Handled incoming calls, addressing inquiries with details on hotel services and local attractions., Handled booking processes while maintaining detailed guest information records., Resolved guest complaints and requests quickly, showcasing excellent problem-solving abilities., Worked closely with housekeeping and maintenance teams to maintain high standards of guest satisfaction.
Customer Service Representative
Offered real-time assistance on bookings for flights, hotels, car rentals, and vacation packages., Handled booking modifications and cancellations efficiently., Guided customers in making informed travel decisions by detailing Expedia products and services., Verified booking details using internal systems and tools., Worked with operations and dispute resolution teams to maintain service standards., Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.