Courtney Pharris

Responsible for managing Blackberry Farm and Blackberry Mountain Private Owner accounts to ensure they are accurate and closed appropriately. They will work to establish relationships with our Owners directly through email and phone communication.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Working daily in multiple systems such as Opera Cloud, ResortSuites, ResDiary, Lightspeed Retail, Converge, Microsoft Word, Microsoft Excel, and Google Docs
• Responsible for reviewing and closing all Farm and Mountain Owner bills on a daily basis to ensure posts are accurate and timely
• Learn the Preferred Pricing Grid to ensure all Owner discounts are allocated properly
• Work with other departments to correct billing errors
• Assist Private Owners with any questions regarding their account
• Maintain spreadsheet that logs all hourly home management services
• Collect rental data and develop monthly payout reports for all rental properties
• Develop and provide Month End Statements to each Private Owner
• Maintains knowledge of the history of Blackberry Farm, all activities offered and all other components of the Blackberry Farm experience
• Assist the Private Owner Concierge with reports and daily tasks as assigned
• Organize and report monthly information
• Assisted in the development of annual budgets, contributing to cost-effective resource allocation.
• Maintained an organized filing system for efficient retrieval of budget documents and records.
• Reviewed operating budgets periodically to analyze trends affecting budget needs.

The Private Owner Coordinator is accountable for fulfilling daily operations pertaining to Private Owners and Private Owner Friends/Families for both Blackberry Farm and Blackberry Mountain including reservations calls, event bookings, dining and activity requests, information inquires, Private Owner billing, and special projects.

Essential Duties and Responsibilities:

• Working daily in multiple systems such as Opera Cloud, ResortSuites, ResDiary, and Google Docs
• Responsible for handling all phone, mail, fax, and e-mail requests from Private Owners and Private Owner Family/Friends in a professional and timely manner
• Responsible for entering all reservations, including room reservations and dining times, in a timely manner, setting traces, entering, and communicating special requests
• Responsible for entering all activity requests prior to arrival and while Owners/Friends are in house
• Learn all Peak/Rack Rates, special events rates and promotions, discounts, package rates and availability, as well as minimum night stays
• Learn the Preferred Pricing Grid to assist with Private Owner billing. Keep Opera Cloud current and in real time
• Maintain the rental program calendars and Blair Branch calendars. Responsible for ensuring Opera is updated with blocked dates/requests
• Maintains knowledge of the history of Blackberry Farm, all activities offered and all other components of the Blackberry Farm experience
• Assist the Private Owner Concierge with reports and daily tasks as assigned
• Organize and report monthly information
• Assist Private Owners/Friends with specific requests while they are in house; follow up with appropriate teams to ensure the task is complete
• Meet with Private Owners in person to foster relationships
• Guide Private Owners through the process of establishing services for their home during the building process
• Ideate, plan, and execute Owner exclusive activities

• Working daily in multiple systems such as Opera Cloud, ResortSuites, and ResDiary
• Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
• Streamlined communication between departments, ensuring efficient service delivery to guests.
• Maximized guest satisfaction by promptly addressing concerns and resolving issues.
• Supported event planning efforts, contributing to the successful execution of memorable occasions.
• Coordinated transportation arrangements for guests, ensuring timely arrivals and departures.

The Guest Services Supervisor is responsible for serving as a leader to the Guest Service Team while overseeing the daily operations.

Essential Duties and Responsibilities:

• Working daily in multiple systems such as Opera, Open Table, and Google Docs
• Leading and communicating with the Guest Service Team
• Adhering to Schedule for Guest Service Team
• Complete daily rounds to ensure a 5-star appearance
• Manages arrival/departure with provided systems
• Review daily traces, Opera reports and determine guest needs
• Maintain a calm & courteous attitude to ensure guest satisfaction
• Ability to effectively communicate accurate information to guests and other team members
• Ensure that meeting rooms are set for group use
• Assist with cooking school & special event set up
• Maintain bikes, bike racks, and golf cart inventories
• Supervises Transportation as needed
• Maintaining Uniform Standards & Etiquette Standards
• Daily Rounds of Property
• Maintains Golf Cart & Lexus cleanliness
• Inventory of Activity Supplies
• Open/receptive to others needs
• Develops Guest Service team with daily coaching and counseling
• Communication with other departments on property
• Challenges Guest service team with upcoming events and changes

Answer and respond to guests and individual needs in a timely manner, resolve billing questions or concerns, check hotel availability and assist with making reservations, be efficient in working daily in multiple systems such as Opera, Active Network, Open Table, and Google Docs, responsible for attending daily line-ups to confirm all guest information is accurate which will ensure a smooth operation, responsible for checking guests in and out, including greeting, giving proper welcome packets and room assignment, all front desk duties, including answering phones and assisting guests with request, maintain inventory such as movies, medical supplies and back stock of miscellaneous items such as batteries and personal hygiene items, review group resumes when necessary to ensure all group needs are met and assist Sales with groups by preparing BEOs, group rooms, group arrivals, and group key packets, review daily reports and follow through with Front Desk Team to ensure that all information is correct in the system, review each guest profile and reservation prior to arrival to ensure it is complete, ensure all guests are charged correctly for items purchased, and understand the point of sale operations for the gift shop and incidental charges. Be informative of the 4,200 acres of property.

My role as a Team Lead was assisting the Supervisors and Front Office Manager with daily task throughout the day. This includes payroll, making schedules, and coaching our front desk hosts. I make new hire binders and train new hires on our Opera Cloud system. I take care of guest issues/complaints and help ensure the guest they are being heard and taken care of. This includes billing issues and communicating with 3rd parties (Expedia, Booking.com, Hotel Tonight, etc.).

• Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
• Streamlined check-in and check-out processes for improved efficiency and reduced wait times.
• Maintained a professional and welcoming lobby environment, contributing to positive first impressions for guests.
• Assisted in staff recruitment, training, and scheduling to ensure optimal team performance and coverage during peak hours.
• Resolved guest complaints with empathy and professionalism, resulting in increased customer loyalty.
• Collaborated with housekeeping and maintenance teams to address guest issues in a timely manner, ensuring guest satisfaction.
• Managed room inventory effectively, minimizing overbooking situations and maximizing revenue opportunities.
• Utilized various software programs for reservations management, billing accuracy, and efficient communication between departments.
• Provided ongoing support for team members through coaching sessions, fostering professional growth within the team.

My job as a front desk host has multiple duties, we are the main communication of the resort. We check in/check out guest, communicate resort amenities as well as Dollywood Theme Park amenities. We communicate to everyone around the resort.

• Resolved guest issues promptly, resulting in positive feedback and return visits.
• Facilitated smooth guest experiences by coordinating with multiple departments across the property.
• Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
• Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
• Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
• Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
• Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
• Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.

My duties as a front desk agent were to check in/check out guests, as well as assisting guest with any questions they had about the area. If we were not at the front desk, we were the PBX operator communicating with guest and fulfilling any request they had.

• Resolved guest issues promptly, resulting in positive feedback and return visits.
• Facilitated smooth guest experiences by coordinating with multiple departments across the property.
• Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
• Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
• Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
• Took reservations over phone, in person, and via computer for guests and provided confirmation information.
• Increased customer loyalty with exceptional communication skills and personalized service.

My job during my time doing the Disney College Program was working merchandise at Disney's Pop Century Resort. I would assist guests with questions regarding the resort as well as the Disney theme parks. We checked guest out, stocked the floor, and made magical memories for our guest. I enjoyed my time at Disney.

• Worked effectively in fast-paced environments.
• Proved successful working within tight deadlines and a fast-paced environment.
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.

My second summer as a Foods Intern taught me so much about being a foods manager. I worked at multiple locations in the park: Lumberjacks Pizza, Red's Diner, Kettle Korn, Crossroads Funnel Cakes, and mostly Market Square. I learned how to run multiple stands by myself. I would do the DSLs and send hosts on breaks.

• Developed strong multitasking abilities by managing multiple orders simultaneously without sacrificing quality or timeliness.
• Utilized excellent communication skills to effectively collaborate with both front-of-house and back-of-house staff members.
• Completed daily prep work efficiently, ensuring all necessary ingredients were readily available for use during peak hours.
• Promoted positive workplace culture by maintaining a professional attitude and demonstrating strong teamwork skills.

My summer position as a Foods Intern was to work in multiple locations at the park and shadowing Team Leads. I worked mostly at Lumberjacks Pizza and Red's Diner. I would work the EXPO line as well as being left in charge when leads stepped away.

• Enhanced customer satisfaction by providing high-quality food preparation and presentation.
• Developed strong multitasking abilities by managing multiple orders simultaneously without sacrificing quality or timeliness.
• Utilized excellent communication skills to effectively collaborate with both front-of-house and back-of-house staff members.
• .Provided exceptional customer service by accommodating special dietary needs or requests from guests.

• Dean's List [Spring 2022]
• Dean's List [Fall 2021]
• Dean's List [Spring 2021]
• Dean's List [Fall 2020]