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Skills

  • Operational improvement
  • Business operations
  • Ticket sales
  • Attentiveness to guest needs and preferences
  • Equipment repair
  • Conflict resolution and problem-solving
  • First Aid/CPR
  • Crowd management and queuing optimization
  • Merchandise upselling and personalized guest recommendations
  • Guest relations and complaint resolution

Work Experiences

  • Assisted in merchandise sales by offering personalized recommendations to guests, increasing gift shop revenue by $4 per day.
  • Assisted over 8 guests per shift.
  • Had an excellent attendance record and was always on time for work.
  • Addressed inquiries regarding park facilities, attractions, and services.
  • Performed troubleshooting and routine maintenance to keep equipment in top working order.
  • Assisted performers and character actors in costume changes and logistics, facilitating up to 3 character interactions per hour.
  • Identified the wants and needs of visitors and created games and attractions to make them more enjoyable.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Answered 9 calls per 6 months to help customers with their questions and concerns.
  • Adhered to strict safety protocols when managing the daily operations of large rides, resulting in zero safety incidents for 16 consecutive months.

Summaries

  • Acknowledged for improving guest satisfaction through proactive conflict resolution and resolving 51% of issues at first point of contact.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Collaborated with ride maintenance crews.
  • Capable of handling high-pressure situations, executing efficient ride evacuation protocols with safety-first practices during unexpected closures.
  • Technical, interpersonal, and communication abilities are all strong.
  • Balanced operational efficiency.
  • Adept in hospitality and conflict resolution.
  • Aimed at maximizing park revenue.
  • Bringing a passion for operational excellence.
  • In a fast-paced environment, providing proven guest service and cash handling experience to facilitate fun activities and food and beverage support.

Accomplishments

  • Collaborated with performers to manage character interactions at Portland, increasing guest engagement by 50%.
  • Developed a themed event schedule in partnership with sales, boosting off-season attendance by 34%.
  • Worked alongside the entertainment department during seasonal parades, earning Employee of the Year recognition from management in 2015.
  • Documented and resolved metric which led to system.
  • Developed comprehensive training materials for staff, ensuring a uniform understanding of park safety protocols.
  • Assisted 7 daily guests with inquiries, leading to a 73% improvement in satisfaction scores.
  • Resolved guest complaints efficiently, resulting in improved feedback ratings and reduced issue escalation by 17%.
  • Acted as a tour guide for large groups, delivering detailed and engaging presentations about park history and attractions.
  • Organized park-wide scavenger hunts for guests, leading to increased participation and positive social media mentions.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Member of the International Customer Service Association (ICSA)
  • Completion of Incident Command Training program for Amusement Parks
  • Theme Park and Attractions Operations Network
  • Certified Tourism Ambassador (CTA) Program
  • Member of the Global Association for the Attractions Industry
  • International Association of Amusement Parks and Attractions (IAAPA)
  • Chair of Employee Engagement Committee within initiative Amusement Park Group
  • American Red Cross Certification in First Aid, CPR, and AED
  • Rotary International
  • Customer Experience Professionals Association (CXPA)

Certifications

  • Certified Public Accountant
  • Certified Public Accountant (CPA)
  • Event Planning and Coordination Certificate - procedure
  • First Aid/CPR Certified
  • Costume Character Actor Safety Certification - procedure
  • Advanced Guest Service and Leadership Development Certification
  • CompTIA Network+
  • First Aid/CPR and AED Certification - Lakeside Partners
  • Salesforce
  • Basic Emergency Response Certification - Vantage

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