Cole Wilkerson
Celebration,USA
Summary
Dedicated and accomplished professional with extensive experience in the hospitality industry, specializing in overseeing daily operations and guest services within large resorts and theme parks. Proven track record of successfully managing and developing a team of 35+ agents while implementing sales-based commission programs to achieve corporate revenue goals. Recognized for a proactive approach in handling guest service failures and maintaining top-tier Net Promoter scores within the industry. Additionally, brings valuable expertise from roles at Great Wolf Resorts and Walt Disney World, showcasing a commitment to delivering exceptional guest experiences in diverse and dynamic environments.
Overview
4
4
years of professional experience
Work History
Resort Concierge
Walt Disney World Resort
01.2024 - Current
- Created magical Guest experiences through anticipation of arrival, warm welcomes, and top-tier service during overnight hours.
- Has created many positive Guest and Cast relationships, receiving 8+ recognitions from Guests and peers since returning to the company.
- Proficient in operating autonomously with significant responsibility in minimally supervised settings.
- Resolved Guest complaints professionally and efficiently to maintain high levels of satisfaction.
- Experienced in leveraging mobile devices and computers to assist guests with check-in, check-out procedures, itinerary planning, and guest service recovery.
- Increased revenue through upselling room upgrades and additional resort services when appropriate.
Guest Services Supervisor
Great Wolf Resorts
01.2023 - 01.2024
- Managed daily operations of front and satellite desks in a 457-suite resort, ensuring seamless Guest Services while supervising and developing a high-performing team of 35+ Front Desk Agents, PBX agents, and Certified Trainers.
- Led sales-based commission programs across the front desk, driving optimal OSR within the Lodge. In February 2024, our team succeeded our corporate goal of of 10% of our YOY by 162.61%.
- Created extended stay programs, increasing the departments monthly revenue by over $10k, becoming a corporate Brand Standard across all locations.
- Mentored and coached Pack Members to achieve development goals within the company. Successfully created a Certified Trainer program for Pack Members to have a next step for growth immediately within the department.
- Created a "Welcome Guide" to resolve a need for physical resort information for Guests to access at the front desk, impacting the resorts net-promoter scores positively.
- Proactively addressed and managed Guest Service failures to prevent escalation, providing compensation and service recovery as necessary.
- Played a key role in talent recruitment, conducting interviews, and facilitating the onboarding process for new Pack Members, utilizing Paradox software for a streamlined and effective hiring experience.
- Responsible for approving time-off requests, and time cards, managing attendance points, documenting/providing corrective action, and ensuring adherence to Great Wolf policies.
Attractions Operations Team Member
Universal Orlando Resort
10.2022 - 03.2023
- Operated various safety-critical positions within Universal Orlando Resort's flagship attraction, managing the flow of over 1,500 Guests per hour, prioritizing both efficiency and safety.
- Engaged Guests through immersive storytelling within the Wizarding World of Harry Potter.
- Executed ride evacuation procedures as needed.
- Received several formal Leadership recognitions, and positive Guest comments.
Attractions Cast Member
Walt Disney World Resort
03.2022 - 10.2022
- Showcased a commitment to safety and positive Guest experiences. To support this, selected for and completed the Phase Two training for Test Track Presented by Chevrolet, which involves managing the attractions control booth and handling high-pressure complex safety situations.
- Enhanced Guest experience by providing exceptional customer service and maintaining a positive attitude.
- Collaborated with fellow Cast Members to ensure seamless teamwork and coordinated efforts for optimal Guest satisfaction.
- Facilitated accessibility for Guests with Disabilities through proper assistance procedures according to company policies.
- Maintained a high level of personal presentation according to Company standards, ensuring a professional and approachable image at all times.
Food & Beverage Shift Lead
Great Wolf Resorts
01.2021 - 01.2022
- Member of the Safety Committee, chosen for proven expertise in safety-critical roles and effective leadership
- Conducted comprehensive safety audits across diverse resort departments, contributing to elevated safety protocols
- Led the daily operation of 6 quick-service outlets, and evening room-service deliveries.
Aquatics Lead/Alpha Guard
Great Wolf Resorts
01.2020 - 01.2021
- Conducted opening and closing inspections along with checklists to ensure compliance with safety and operational standards
- Supported management in upholding Ellis and Associates Lifeguard standards by assisting with daily performance audits and facilitating in-service training sessions.
Education
Hospitality Management -
Bellevue University
Bellevue, NE06.2024
Skills
- Operations Management
- Labor Control
- Conflict Management
- Sales and Revenue Management
- Talent Recruitment
- Exceptional communication
- Positive demeanor
Timeline
Resort Concierge
Walt Disney World Resort
01.2024 - Current
Guest Services Supervisor
Great Wolf Resorts
01.2023 - 01.2024
Attractions Operations Team Member
Universal Orlando Resort
10.2022 - 03.2023
Attractions Cast Member
Walt Disney World Resort
03.2022 - 10.2022
Food & Beverage Shift Lead
Great Wolf Resorts
01.2021 - 01.2022
Aquatics Lead/Alpha Guard
Great Wolf Resorts
01.2020 - 01.2021
Hospitality Management -
Bellevue University