Ashley Gregory
Los Angeles,CA
Summary
Hospitality expert with over a decade of experience enhancing guest relations for major global brands. Skilled in team management, guest satisfaction, and process optimization. Adept at leading high-volume operations while maintaining service standards in fast-paced environments.
Education
Bachelor of Science - Hospitality Management
Associate of Arts - Liberal Arts
Skills
Guest & Patient Experience
Customer service excellence
Conflict resolution
High-volume recovery strategies
Frontline support services
Interpersonal communication
Creative problem solving
Leadership & Team Development
Team leadership
Team motivation and coaching
Development and training
Supervisory skills
Operational & Hospitality Support
Scheduling and coordination
Back-of-house operations
Cross-department collaboration
Process improvement initiatives
Presentation skills
Analytical thinking
Digital Systems & Technical Proficiency
Digital support
Digital tools proficiency
Microsoft Office Suite
Google Workspace tools
Affiliations
- World Travel
- Cat Mom
- Hockey and Baseball Fan
- Foodie
Accomplishments
- People to People Student Ambassador to Australia and New Zealand - Summmer 2000
Languages
German
Limited
Spanish
Limited
French
Elementary
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Guest Services - Stanford Health Care
01.2024 - Current
Loyalty Escalations & Digital Support - Taco Bell Corporate (Yum! Brands)
06.2020 - 12.2023
Guest Information Lead & Content Producer - Disneyland Resort
06.2015 - 08.2019
eCommerce Guest Care Specialist - Walt Disney Travel Company
10.2012 - 06.2015
Guest Services & Front Office Coordinator - Port Orleans Resorts at Walt Disney World Resort
05.2010 - 10.2012
Box Office & Usher Trainer - Cirque du Soleil - La Nouba
01.2010 - 11.2011
University of Central Florida - Rosen College of Hospitality Management - Bachelor of Science, Hospitality Management
Hillsborough Community College - Associate of Arts, Liberal Arts
Work History
Guest Services
Stanford Health Care
Remote
01.2024 - Current
- Enhance customer experiences at Stanford Health Care by providing empathetic, efficient support in a high-volume medical environment.
- Assist patients, families, and international callers with navigation, service requests, and departmental coordination across 30+ clinical areas.
- Document and escalate grievances to Patient Relations Management, ensuring accurate and compliant case handling.
- Perform account updates and troubleshooting in EPIC and related management systems to maintain accurate records, appointments, and referral information.
- Support cross-department communication to ensure consistent guest-services standards throughout hospital operations.
Loyalty Escalations & Digital Support
Taco Bell Corporate (Yum! Brands)
Irvine, California
06.2020 - 12.2023
- Resolved escalations for Taco Bell’s 10M+ user loyalty program, optimizing user journeys, and supporting digital operations across app and web platforms.
- Addressed customer and franchisee inquiries regarding points, rewards, and technical issues, escalating complex cases through Jira and Salesforce.
- Conducted QA testing for iOS/Android releases, validating promotions, CMS updates, and system performance.
- Leveraged SQL, Punchh, and Braze data to investigate reward discrepancies, verify campaign participation, and identify misuse or fraud patterns.
- Collaborated with CRM, Marketing, and Engineering teams to ensure seamless digital experiences during high-traffic launches and major promotions.
Guest Information Lead & Content Producer
Disneyland Resort
Anaheim, California
06.2015 - 08.2019
- Led service communication for Disneyland Resort by managing digital guest information across 140+ dining locations.
- Ensured accurate menu, pricing, and editorial content delivery during seasonal updates, digital launches, and cross-platform publishing cycles.
- Coordinated with IT, Operations, and copywriting teams to resolve CMS issues and validate updates before publication.
- Supported guest-operations teams by improving digital content accuracy, navigation clarity, and reservation information across web and mobile systems.
eCommerce Guest Care Specialist
Walt Disney Travel Company
Tampa & Anaheim
10.2012 - 06.2015
- Provided high-touch digital guest support, delivering consistent multichannel service (phone, chat, email) during the rollout of My Disney Experience.
- Assisted with booking inquiries, account setup, and complex reservation-linking issues across dining, resort, ticketing, and MagicBand systems.
- Served as Level 2 support for frontline Cast Members, rebooking, and correcting system linkages to restore full guest functionality.
- Documented recurring issues for IT and product teams, contributing to system improvements and training consistency.
Guest Services & Front Office Coordinator
Port Orleans Resorts at Walt Disney World Resort
Orlando, FL
05.2010 - 10.2012
- Supported front desk, concierge, and back-of-house operations for two 1,000+ room resorts, ensuring smooth guest experiences and reliable service flow.
- Handled check ins, ticketing, service recovery, and daily operational accuracy across multiple hospitality systems.
- Trained new hires on reservation systems, property management tools, and guest service protocols to maintain quality standards.
Box Office & Usher Trainer
Cirque du Soleil - La Nouba
Orlando, FL
01.2010 - 11.2011
- Managed crowd flow and VIP seating logistics in a high-capacity entertainment venue, ensuring smooth nightly operations and guest satisfaction.
- Supported guest logistics and staff training in a high-capacity entertainment setting, applying management consulting principles to optimize operations, and demonstrating supervisory skills.
- Delivered and onboarded front-of-house staff across ushering and ticketing roles, creating training materials and reinforcing accuracy, service, and safety standards.
Additional Experience
- Au Pair - Vienna, Austria
- Nanny - Tampa, Florida
- Fan Host - Tampa Bay Rays
- Prep Cook and Dining Room Coordinator - Multiple Senior Living Facilities
- Receptionist - Chambers Medical Group
- Cashier - Multiple QSR locations
References
References available upon request.
Overview
16
16
years of professional experience