Grace Killingsworth
Kissimmee,FL
Summary
Adaptable Front Office Assistant dedicated to providing first-rate attention to guest needs. Versed in quickly and accurately answering questions, offering information, and completing quick check-in or check-out services. Delivers dynamic service and fosters positive relationships with guests and coworkers.
Overview
3
3
years of professional experience
Work History
Frontline Service Advisor
Walt Disney World's Pop Century Resort
06.2025 - Current
- Supervised front desk operations and ensured smooth guest check-in processes.
- Addressed guest inquiries and resolved interactions with professionalism and care.
- Coordinated with housekeeping, engineering, merchandising, food and beverage, and security to meet all guest needs.
- Maintained files and generated reports on occupancy and revenue to inform management decisions.
- Conducted nightly audits to maintain PCI compliance and reporting standards.
- Consulted with leaders and peers to address issues related to employee performance, office equipment, and work schedules.
Resort Concierge/Back Office Operations
Walt Disney World's Grand Floridian Resort & Spa
01.2025 - 06.2025
- Welcomed guests upon arrival, facilitating check-in and assisting with amenities and itineraries to streamline their experience.
- Provided timely and professional responses to guest inquiries via phone and in-person, ensuring a positive guest experience.
- Resolved guest interactions through active listening, conflict resolution, and effective communication, enhancing overall guest satisfaction.
- Proficient in multiple operating systems to draft reports, manage profiles, process transactions, troubleshoot technical difficulties, and maintain accurate records.
Concierge College Participant
Walt Disney World's Polynesian Village Resort & Polynesian Island Tower
01.2024 - 01.2025
- Coordinated scheduling and confirmation of reservations, planned itineraries, and arranged transportation for guests.
- Elevated service quality through personalized welcoming experiences tailored for club guests.
- Delivered friendly and efficient information to guests while expertly managing challenging situations.
- Worked with guests, VIP, and celebrities with a high degree of professionalism and respect for privacy.
- Safely and sanitarily arranged food offerings, prepared drinks, stocked shelves, and cleaned tables/work stations.
- Assisted with opening procedures for a new resort and displayed detailed and accurate information on procedure and policies.
Education
Event Management and Hospitality
Southern Union State Community College
01-2024
Jefferson State Community College
05-2021
Skills
- Front desk operations
- Guest Services
- Computer systems (Hotel Experience, Hero, ROS Launch, HotSos, Microsoft Excel, Teams, Rainmaker)
- Operations Management
- Report generation
- Data Entry
- Business administration
- Employee Training
- Communication
- Conflict resolution
- Phone calls
- Computer Literacy
Timeline
Frontline Service Advisor
Walt Disney World's Pop Century Resort
06.2025 - Current
Resort Concierge/Back Office Operations
Walt Disney World's Grand Floridian Resort & Spa
01.2025 - 06.2025
Concierge College Participant
Walt Disney World's Polynesian Village Resort & Polynesian Island Tower
01.2024 - 01.2025
Event Management and Hospitality
Southern Union State Community College
Jefferson State Community College