Betty Thompson
Fredonia,AZ
Summary
Dynamic hospitality professional and dedicated mentor with a proven track record in managing complex workloads, optimizing service processes, and fostering team development through effective training and communication. Known for a well-organized and methodical approach, excelling in high-pressure environments that demand precision, emotional intelligence, and meticulous attention to detail. Expertise includes coordinating exceptional service experiences for diverse travelers and communities, consistently anticipating needs and upholding the highest service standards. Brings structure, empathy, and a global perspective to every role, committed to enhancing team performance and guest satisfaction.
Overview
6
6
years of professional experience
Work History
Experience Advisor and New Hire Trainer
Aman Group - Amangiri Resort
08.2023 - Current
- Deliver personalized guest experience planning, including activities, spa reservations, dining, and transportation logistics — ensuring every detail aligns with the resort’s ultra-luxury standards.
- Train, mentor, and onboard new Experience Advisors, providing hands-on guidance in service excellence, system navigation (Opera, SpaSoft), and guest communication.
- Develop and refine training materials, including onboarding manuals, SOP documentation, skills assessments, and service flow guides used by the Experience team.
- Support service quality by conducting internal evaluations, identifying process gaps, and implementing improvements that enhance efficiency and guest satisfaction.
- Manage high-volume workloads with accuracy and grace, often coordinating multiple itineraries simultaneously while maintaining a calm, guest-focused presence.
- Serve as a communication anchor between guests, field guides, wellness practitioners, spa staff, and concierge services, ensuring alignment and seamless transitions throughout the guest journey.
- Created detailed training manuals and operational checklists for Experience, Spa, and reservations workflows.
- Designed skills tests for Opera, SpaSoft, itinerary building, guest communication, and spa booking procedures to strengthen team knowledge and performance.
- Provide one-on-one coaching for new hires, focusing on service recovery, tone of communication, timing standards, and multi-tasking under operational pressure.
- Developed training modules that improve team accuracy, efficiency, and confidence in guest-facing and back-end tasks.
Guest Services Representative
Best Friends Animal Society- Roadhouse and Mercantile
04.2022 - 08.2023
- Enhancing the customer experience by delivering exceptional service, extensive product knowledge, and passionately advocating Best Friends' positions on relevant issues.
- Providing invaluable support to the Roadhouse and Mercantile department, ensuring seamless operations and a well-functioning facility.
- Delighting volunteers, guests, and customers at the Roadhouse through engaging conversations, offering personalized recommendations for local attractions, and ensuring a memorable stay.
- Devising and executing sales strategies to drive revenue growth and maximize profitability.
- Assisting guests with various needs, including hotel bookings, volunteer schedules, and guided sanctuary tours, ensuring a seamless and enjoyable experience.
- Efficiently managing check-in procedures using advanced computer programs and equipment, facilitating secure payment processing, and promptly resolving any refund requests.
- Proactively informing customers about the wide range of on-site amenities available and providing all necessary information to help them make the most of their visit.
- Exhibiting exceptional problem-solving skills to address and resolve guest complaints promptly and effectively, maintaining a positive atmosphere for all patrons.
- Ensuring accurate and timely invoicing and billing for guests' accommodations and additional services, guaranteeing a seamless checkout experience.
- Effectively communicating with guests to understand their individual preferences and requirements, tailoring the service to exceed their expectations.
Youth Mentor
Re-creation Retreat
04.2021 - 06.2022
- Demonstrating exemplary behavior as a role model for students, adhering to program guidelines, establishing healthy boundaries, and holding students accountable for their actions.
- Recognizing and acknowledging exceptional student behavior that surpasses expectations.
- Educating and exemplifying the principles of choice, control, and accountability to empower students in making responsible decisions.
- Motivating students to actively engage in group activities throughout the day and maintaining detailed records of their participation in various groups.
- Thoroughly documenting daily progress notes on Best Note, including students' academic progress, group participation, mood, interpersonal interactions, and engagement with both peers and staff.
- Completing a comprehensive monthly student needs checklist and effectively coordinating parental requests regarding student requirements.
- Providing regular updates to parents regarding the progress of mentee students, fostering open communication and collaboration.
- Acting as a mentor to assigned students, monitoring their program progress, and ensuring their individual needs are addressed and fulfilled.
Refugee Foster Care Case Manager
Catholic Community Services of Utah
01.2020 - 03.2021
- Conducted comprehensive monthly visits to assess the well-being of each child and evaluating the living conditions, meticulously documenting visit details to track youth progress and ensure accurate records.
- Efficiently coordinated referrals and accessing vital program resources for a caseload of 14 refugee youth in foster care, such as mental health therapy, occupational therapy, vocational training, and other essential services.
- Facilitated productive meetings with parents and youth to address behavioral concerns within the family unit, collaboratively developing effective strategies and action plans.
- Conducting Transition Plan Meetings with the involvement of foster parents, transition-to-adult living coaches, and Guardian ad Litem to establish bi-annual goals for the youth's progress and successful transition.
- Compiling detailed court reports on youth progress and presenting comprehensive updates to the judge, serving as a dedicated advocate for over 12 children both in court and in other sectors, ensuring their voices are heard and their traumatic incidents are appropriately addressed.
- Assisted youth in securing gainful employment opportunities and facilitating the search for affordable housing to support a successful transition to independent living.
- Provided guidance and education to young parents on effective parenting skills, fostering positive parent-child relationships, and equipping them with the necessary tools for successful and nurturing parenting practices.
- Educating youth on American systems and social norms, promoting awareness and understanding of acceptable behaviors and laws in the United States, empowering them to make informed decisions and avoid potential legal issues.
Education
Bachelor of Arts - Gender and Development Studies, Sociology
Kenyatta University
Skills
- Excellent communication
- Flexible and adaptable
- Computer skills- Google Suite, MS Word, Excel, PowerPoint, Outlook
- Records maintenance and management
- Foster care processes and court proceedings
- Client and customer support
- Emotional Intelligence
- Multi-Tasking and High-Volume Coordination
- Multi-Tasking & High-Volume Coordination System Proficiency (Opera PMS, SpaSoft & Scheduling Platforms)
- System Proficiency (Opera PMS, SpaSoft & Scheduling Platforms)
- Training, Coaching & Onboarding
- Problem Solving & Service Recovery
- Analytical thinking
- Time management
- Critical thinking
- Written communication
- Problem-solving
- Training and mentoring
- Decision-making
- Customer service
ACTIVITIES
University Certificate of Mentorship - Successfully completed a university-certified mentorship program, acquiring valuable skills and knowledge in guiding and supporting individuals in their personal and professional development. Young Women Participation in Governance Seminar - Actively participated in a seminar focused on promoting and empowering young women to engage in governance processes, fostering their leadership skills and enhancing their understanding of democratic principles. Community Outreach Program at Ruaraka Missionary Home for Individuals Living with Disability - Engaged in a community outreach initiative at Ruaraka Missionary Home, dedicated to providing support and assistance to individuals living with disabilities, fostering inclusivity and advocating for their rights and well-being.
Languages
Swahili
Native or Bilingual
Timeline
Experience Advisor and New Hire Trainer
Aman Group - Amangiri Resort
08.2023 - Current
Guest Services Representative
Best Friends Animal Society- Roadhouse and Mercantile
04.2022 - 08.2023
Youth Mentor
Re-creation Retreat
04.2021 - 06.2022
Refugee Foster Care Case Manager
Catholic Community Services of Utah
01.2020 - 03.2021
Bachelor of Arts - Gender and Development Studies, Sociology
Kenyatta University