Aliyah Phipps
Morrow,OH
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Food and Beverage Supervisor
Great Wolf Lodge
12.2023 - Current
- Maintained a clean and organized work environment to ensure compliance with ECOsure regulations and company brand standards by completing daily and weekly audits.
- Enhanced customer satisfaction by enforcing greet audits and ensuring brand standards are being met. Maintained Net Promoter Score of 5th in company for 6 months.
- Implemented standardized greet audits and FAQ worksheets to ensure pack members were knowledgeable and resourceful.
- Utilized Front Desk knowledge and Policies within new F&B New Hire training guide to allow better consistency for the guests.
- Tracked Net promoter scores for F&B. Responsible for communicating with and resolving any guest problems that were experienced.
- Worked with F&B director and executive chef to complete inventory and maintain corporate KPI standards.
- Ensured maximal operations of daily shifts through delegating of FOH pack members.
- Worked with Certified trainers on training of all new hires. Ensured training was done effectively, ongoing coaching and disciplinary action, as needed.
Guest Services Supervisor
Great Wolf Lodge
09.2022 - 12.2023
- Oversaw day to day operations within guest service and ensured brand standards were being met.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction while also being a low cost solution.
- Offered complimentary services to maintain high guest satisfaction and problems resolved rates as needed.
- Maintained accurate records of room inventory, billing information, and reservation details for seamless front desk operations.
- Involved with hiring and training new agents as well as continued development by completing audits and providing them constructive feedback.
- Experienced in driving sales in NOR 1 by having agents set specific sales goals for every shift and following up continuously to see their progress.
- Ensured that extend stay quota was being met every month and coached agents on how to pitch extends and other opportunities to guests.
- Proficient in HOTSOS, Zingle. Medallia, Opera, Zendesk, Lighthouse/Shift4, and Givex.
Night Auditor
Great Wolf Lodge
12.2022 - 04.2023
- Worked along side with third shift security to act as overnight MOD.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Kept accounts in balance and ran daily reports to verify totals in Opera.
- Made sure reports were ran for accounting and all numbers matched with what was in Opera such as gift card redemptions and refunds were done correctly.
- Sorted through receipts daily to ensure that no discrepancies were present and all comped and refund checks were valid and present.
Guest Services Agent
Great Wolf Lodge
07.2020 - 09.2022
Education
Associate of Science - Business Administrations
Liberty University
Lynchburg, VA05.2022
Skills
- Proficient in all Microsoft Functions
- Customer Relationship Management
- Team development, training, and mentoring
- Policy enforcement and team management
- Supporting audits and ensuring brand standards are maintained
Accomplishments
- Top seller in NOR 1 multiple months in a row as an agent.
- Platinum Paw for Guest Services Quarter 3 2022.
- Pack Member of the month May 2023.
Timeline
Food and Beverage Supervisor
Great Wolf Lodge
12.2023 - Current
Night Auditor
Great Wolf Lodge
12.2022 - 04.2023
Guest Services Supervisor
Great Wolf Lodge
09.2022 - 12.2023
Guest Services Agent
Great Wolf Lodge
07.2020 - 09.2022
Associate of Science - Business Administrations
Liberty University