Alec DuBay
Hospitality Professional
Ortonville,MI
Summary
Goal-oriented leader with over 8 years of in-depth experience in assuring coherence with safety, quality, productivity, and customer delivery standards and policies coupled with providing motivation, mentoring, and support to teammates. Adepts at collaborating with safety, loss prevention, quality assurance, food and beverage, engineering, housekeeping, and human resource teams to develop and implement plans for the accomplishment of organizational goals and objectives.
Overview
11
11
years of professional experience
Work History
Guest Experience Manager
The Walt Disney Company
Orlando, FL
07.2018 - 03.2023
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Monitored staff performance and provided feedback and guidance.
- Prepared reports on guest satisfaction levels and other metrics.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Coordinated with vendors for repair and maintenance of hotel.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Fostered communication with internal teams and utilize day to day communication mediums, providing key information relevant to roles and company updates.
- Oversaw the elimination of unnecessary labor, boost productivity, and improve on stage presence.
Hosted the Board of Directors of The Walt Disney Company. Oversaw the arrival, departure, and assisted in any needs during length of stay. - Hosted over 1,000 VIP guests per quarter inclusive to high end; Club 33 members, Company Executives, DVC members, and convention guests.
- Administered an inventory of 1,473 rooms covering 3 deluxe resorts at an average occupancy of 95%. Personally generated a 36% increase in Advisory and Assurance Audit over one fiscal quarter, sustaining an average audit score of 97% thereafter.
- Reopened our premium Club Level service areas which includes individual concierge service and 2 speciality lounges for guests to enjoy. With this came training over 50+ new cast members for both concierge and lounge service.
- Formulated individual performance plans to guide over 14 Front Line Service Advisors and assigned responsibilities for development, maintenance, and enhancement of future leadership skills.
- Interviewed, hired, and promoted cast members to become our new supervisors for the Front Office.
- Oversaw and maintained our Bell Services department which include dispatchers, bell persons, and valet staff for the resort.
Guided a team of over 100 cast members, ensuring exhibition of stellar customer service and exceeding client satisfaction. - Leveraged strategic planning for cross-departmental workflow operations while complying with the resort’s operating principles.
- Hosted monthly safety meetings with casts to ensure they are well informed on how to be safe in the workplace as well as at home.
Customer Experience Manager
Casiola Vacation Homes
Orlando, FL
03.2021 - 04.2021
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Oversaw a team of up to 5 employees that maintained our guest experience.
- We ensured the guests were as satisfied as they could be while staying with us.
- Managed guest satisfaction by ensuring we were responding to guests via phone calls, emails, social media, and/or in person.
- Hired and trained new employees in person and virtually to make sure they were up to Casiola's expectations
Banquet Captain
Kellogg Hotel and Conference Center
East Lansing, MI
10.2016 - 05.2018
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Liaised with venue management to monitor logistics and timelines.
- Oversaw timeliness and quality of food delivery at high-volume events.
- Organized and oversaw food service training to educate employees on resetting tables, relaying orders to cooks and upselling food and beverages.
- Provided exceptional service to guests by immediately addressing needs and requests.
- Delegated tasks to staff members to maximize production under tight deadlines.
- Set up and broke down conference and banquet rooms to meet facility standards and specifications.
- Organized banquet storage and surrounding areas to facilitate access to products and materials.
- Followed safety procedures and incorporated safety equipment to reduce injury and loss.
- Arranged furniture and equipment to maximize space and floor plan for seamless movement during functions.
- Coordinated and organized banquet server teams of 30+ people for weddings, celebrations, and meeting events for up to 900 guests. Managed and organized banquet rooms for a seamless service.
Guest Experience Manager - Intern
The Walt Disney Company
Orlando, FL
05.2017 - 08.2017
- Monitored guest feedback, using to improve service and departmental operations.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Led all front desk operations, addressing guest queries and issues through e-mail, phone, or in-person.
- Supervised day to day administrative operations pertaining to FMLA, payroll, leave of absence concerns, on-site training, employee relations, interviewing, and onboarding.
- Collaborated with interns of other organizations and analyzed current work order system to boost client satisfaction and developed an effective delivery method
- Orchestrated the management of the inventory of 1,917 rooms with 98-100% daily occupancy in Dedicated Convention Center moderate resort.
- Exceeded weekly, monthly, quarterly, and annual goals.
- Oversaw regulated greeting and internal processing of guests upon arrival.
Sales Representative
Bozoomer Vitamins Supplements & Weight Loss
Ortonville, MI
09.2012 - 05.2017
- Managed customer accounts to secure customer satisfaction and repeat business.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Generated new leads through networking and attending industry events.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Maintained inventory and store appearance, ensuring cleanliness, hygiene, and proper display of the store.
- Fostered detailed communication with the workforce, optimizing sales efforts.
- Oversaw existing accounts, obtained orders, and established new accounts by planning and organizing a daily work schedule to call on existing or potential sales outlets and other trade factors.
- Focused sales efforts by assessing the existing and potential volume of dealers.
- Submitted orders by referring to price lists and product literature.
- Led inventory checks, stocking, and product packaging/shipping while organizing a clean warehouse work area.
- Aligned inventory for 119 clients for confirmation, dispatching orders for shipping.
- Collaborated with clinical admins to cultivate prospective relationships and provide a quality client service.
- Monitored competition by gathering current marketplace information on pricing, products, new products, delivery schedules, and merchandising techniques.
- Recommended alterations in products, services, and policies by evaluating results and competitive developments.
- Drafted accurate reports for management by submitting activity and result reports including daily call reports, weekly work plans, and monthly/annual territory analyses.
Education
Bachelor of Arts - Hospitality Administration And Management
Michigan State University
East Lansing, MI2018
Skills
- Solution Coordination
- Guest Conflict Resolution
- Customer Segmentation
- Guest Experience Management
- Providing Feedback
- Guest Complaint Resolution
- Microsoft Office
- Front Desk Operations
- Hospitality and Service Knowledge
- Customer Care
- Hospitality Best Practices
- Concierge Services
Timeline
Customer Experience Manager
Casiola Vacation Homes
03.2021 - 04.2021
Guest Experience Manager
The Walt Disney Company
07.2018 - 03.2023
Guest Experience Manager - Intern
The Walt Disney Company
05.2017 - 08.2017
Banquet Captain
Kellogg Hotel and Conference Center
10.2016 - 05.2018
Sales Representative
Bozoomer Vitamins Supplements & Weight Loss
09.2012 - 05.2017
Bachelor of Arts - Hospitality Administration And Management
Michigan State University