Anna Gwinn
Summary
Results-driven professional with experience in human resources, leadership development, and operational management within fast-paced, guest-focused environments. Proven success in full-cycle staffing, employee relations, and team leadership, including achieving 100% staffing fulfillment within targeted timelines and developing leadership training programs that improved management effectiveness by 25%. Known for professionalism, discretion, and a people-first approach that supports organizational culture, compliance, and exceptional service.
Overview
14
14
years of professional experience
Work History
Front Desk Receptionist
Massage Envy
Paramus, New Jersey
04.2017 - 09.2025
- Promoting the Wellness Program to first time guests to encourage membership
- Chatting with first time guests before and after their service to customize their experience
- Matching our members and guests with the services and therapists that best suit their needs
- Re-engaging inactive members through pro-active member management calls
- Setting and checking members and guests in and out for appointments
- Standing and greeting members and guests upon arrival
- Staying updated on retail products and promotions
- Recognizing and supporting team goals and creating and maintaining positive relationships with team members
Front Desk Receptionist
Healing Waters Wellness
08.2021 - 01.2022
- Provide patient/guest care to include: checking schedules and organizing patient/guest flow; escorting patients/guests to the locker room and the living room; and inputting patient/guest information in the operating system in a timely manner
- Answer phone calls, schedule appointments, and facilitate patient/guest experience to exceed standards from beginning to end of treatment
- Fulfill administrative responsibilities such as maintaining proper records of guests' needs, preferences, and treatments provided
- Provide accurate, appropriate, and immediate responses to all guests, ensuring guest satisfaction and exceeding expectations
- Follow the Company's mission, vision, and core values by building strong partnerships and relationships with Company guests
- Uphold the standards of sanitation and sterilization as directed by state law and the Spa's policies and procedures
- Be on time and prompt for your shift and properly care for equipment
- Perform prep work, properly clean and restock room as required, sterilize equipment, and clean work areas
- Have complete knowledge and understanding of all services and products offered and educate guests in these areas, as well as programs, promotions, and discounts available
- Actively promote home care programs, meeting minimum retail sales goals
- Regularly attend, participate in, and support training and staff meetings for the Spa
- Assist in Healing Waters' Commitment to Excellence by maintaining a clean and appealing 5-star environment
- Perform Spa Opening and Closing Duties when needed to ensure the Company's brand standards are met
- Help with internal laundry, and ensure all floors are kept clean and free of dust and debris at all times
- Restock locker rooms and the living room when necessary
- Supports opening and closing of the business operational responsibilities to business protocol
- Other assign duties
Assistant Manager/HR
Cinemark
01.2019 - 04.2021
- Follows the direction dictated by the General Manager
- Supports General Manager's decisions in communication with the staff
- Spends time working in all theater job functions
- Participates in the training and coaching of staff members in their specific job functions
- Assists in the preparation of administrative reports and special reports for the General Manager
- Learns and enforces cash handling procedures as dictated by Cinemark policy
- Observes and participates in the inspection of the theater building, parking lot, and landscaping, Cinemark property, and equipment condition
- Reports the need for building, property, and equipment repairs to the General Manager
- Interacts with Customers for improved service in the theater
- Enforces and supports the Cinemark Operations Guidelines
- Performs other work-related duties as assigned
Front Desk Receptionist
William Paterson University
01.2017 - 01.2019
- Answering phone calls and transferring to the right department
- Greeting guest
- Overseeing lost and found
- Sorting and distributing mail
- Operating a cash register
- Maintain a professional and clean work environment & appearance
- Positive, energetic attitude
- Other duties as assigned
Cast Member
Walt Disney Parks and Resorts
01.2013 - 09.2016
- Support recruitment, onboarding, and staffing for hourly and salaried Cast Member roles
- Ensure timely fulfillment of staffing needs to support park and resort operations
- Assist with Cast Member relations, policy interpretation, and workplace issue resolution
- Facilitate and support training and leadership development programs
- Maintain accurate HR records and ensure compliance with company policies and labor regulations
- Provide guidance to leaders and Cast Members while reinforcing Disney’s Safety, Courtesy, Show, and Efficiency standards
- Deliver exceptional internal guest service with professionalism, empathy, and discretion
Assistant Manager
AMC Theaters
11.2011 - 06.2016
- Supervise and support daily theatre operations, including box office, concessions, ushering, and guest services
- Lead, coach, and motivate Crew Members to deliver a consistently high-quality guest experience
- Assist with hiring, onboarding, training, and scheduling of staff
- Handle guest concerns and resolve issues professionally to ensure satisfaction and brand loyalty
- Enforce company policies, safety procedures, and compliance standards
- Support inventory management, cash handling, and end-of-day reconciliations
- Partner with the General Manager to meet performance goals, labor targets, and operational metrics
- Maintain a clean, safe, and welcoming theatre environment
Education
Bachelor of Science - Criminal Justice
William Paterson University of New Jersey
Wayne, NJ05-2016
Skills
- Customer service
- Check-in and Check-out procedures
- Problem-solving skills
- Problem-solving
- Leadership qualities
- Hospitality services
- Time management
- Daily reporting
- Shift scheduling
- Budgeting and finance
Accomplishments
- SAG Member (2021–Present)
- Successfully filled 100% of open positions within targeted timelines over a 12-month period, improving staffing efficiency and operational continuity.
- Designed and facilitated a leadership training program that resulted in a 25% increase in management effectiveness.
Timeline
Front Desk Receptionist
Healing Waters Wellness
08.2021 - 01.2022
Assistant Manager/HR
Cinemark
01.2019 - 04.2021
Front Desk Receptionist
Massage Envy
04.2017 - 09.2025
Front Desk Receptionist
William Paterson University
01.2017 - 01.2019
Cast Member
Walt Disney Parks and Resorts
01.2013 - 09.2016
Assistant Manager
AMC Theaters
11.2011 - 06.2016
Bachelor of Science - Criminal Justice
William Paterson University of New Jersey