Abigail Utz
Amston,CT
Summary
An adaptable and passionate hospitality professional trained from the world's leading hospitality groups Walt Disney World Resort and MGM Resorts International. A dynamic Housekeeping Manager with American Cruise Lines, skilled in training and mentoring staff to enhance guest satisfaction through a keen eye for detail and dedication to maintaining high standards.
Overview
3
3
years of professional experience
Work History
Housekeeping Manager
American Cruise Lines
05.2025 - Current
- Establish and monitor cleanliness standards of performance for all housekeepers.
- Plans and executes the daily training sessions based on cleanliness deficiencies observed & guest feedback.
- Regularly clean, organize, sanitize, and maintain all areas of the ship.
- Maintain a genuine concern for our guests by supporting their experience and satisfaction.
- Respond to guest requests in a timely manner.
- Maintains inventory of hotel & cleaning supplies and place orders in a timely manner.
- Oversees new Housekeeping Stewards shipboard orientation.
- Communicate & prepare plan for turnaround days with Officers & crew.
- Manage laundry room operations.
- Serve as bartender during cocktail hour & setup materials.
- Participates in weekly sales goals.
Housekeeper
American Cruise Lines
09.2024 - 05.2025
- Maintain safe and welcoming guest areas, including staterooms and common spaces.
- Greet guests by name and respond to housekeeping requests.
- Clean rooms, stock supplies, and organize inventory.
- Support special events like embarkation, tea service, and cocktail parties.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
Line Cook
Steve's Bagels
01.2024 - 09.2024
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Collaborated with team members to maintain a clean and safe working environment, adhering to health and safety guidelines.
- Adapted quickly to new recipes and techniques, demonstrating versatility and eagerness to learn from colleagues.
- Upheld strict sanitation standards while preparing meals, maintaining a clean workspace free of cross-contamination risks.
Hotel Front Desk Clerk
MGM Springfield
03.2023 - 01.2024
- Welcome guests to the property and the MGM Resorts family by providing memorable service, anticipating guest needs and responding to and resolving any guest complaints in alignment with S.H.O.W. Service Basics
- Deliver a seamless and professional experience managing early and late property arrivals/departures and walk‐ins and all other tasks associated with guest room check‐ins and check‐outs
- Enhance guest experience through offering upgraded accommodations where available in accordance with authorized programs and processes and promoting M life enrollment and benefits to our guests
- Partner with Housekeeping and other related departments to meet guest expectations and special requests
- Ensure correct charges and credits are posted, collect payments, handle cash and credit transactions, and demonstrate responsibility in balancing all cash and cash equivalent transactions using property cash handling procedures
- Control and issue keys while promoting security, privacy, and confidentiality of all guests while providing a relaxing and hassle‐free experience from start to finish
Hotel Concierge
Walt Disney World Resort
06.2022 - 01.2023
- Worked flexible hours across night, weekend, and holiday shifts.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Checking guests in/out
- Assisting with itinerary planning and ticket sales
- Problem-solving guest issues
- Handling cash and standing for extended periods
Education
Associate of Arts - Hospitality And Tourism Management
Manchester Community College
Manchester, CT12-2025
Timeline
Housekeeping Manager
American Cruise Lines
05.2025 - Current
Housekeeper
American Cruise Lines
09.2024 - 05.2025
Line Cook
Steve's Bagels
01.2024 - 09.2024
Hotel Front Desk Clerk
MGM Springfield
03.2023 - 01.2024
Hotel Concierge
Walt Disney World Resort
06.2022 - 01.2023
Associate of Arts - Hospitality And Tourism Management
Manchester Community College
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