Holden Kales
Charlotte,NC
Summary
Skilled Recreational Leader with talent for planning multi-day wilderness treks, leading programs for youth and adults and instructing outdoor activities. Energetic and driven leader bringing 10+ years of outdoor experience and training. Ready to leverage experience and abilities to take on a challenging new role.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Guest Services - Lead
U.S. National Whitewater Center
08.2023 - Current
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Participated in financial activities such as counting and closing banks across our facility, making deposits and day to day usage of Sales program.
- Effectively controlled and managed crowds on event days across the facility and parking lots
- Coached and supported Guest Services Reps on day to day operations and complex sales situations.
White Water Raft Guide
U.S. National Whitewater Center
02.2023 - Current
- Enhanced client satisfaction by providing excellent guidance and safety instructions during rafting trips.
- Increased repeat customers through exceptional customer service, clear communication, and expert navigation skills.
- Conducted thorough equipment inspections for optimal safety and performance on every trip.
- Led groups of varying sizes and skill levels down challenging whitewater routes, adapting guiding techniques to suit each group's abilities.
- Upheld high standards of professionalism while fostering a fun, engaging environment for guests on rafting adventures.
Service Manager
Red Rocks Café
03.2020 - 02.2023
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Motivated and supported employees to maintain low turnover.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Pitched in to complete various duties during peak periods or employee absences.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
Winter Adventure Guide
Philmont Scout Ranch
12.2019 - 02.2020
- Escorted individuals and groups on multi-day treks, sightseeing tours and through points of interest.
- Selected travel routes and sites to visit based on knowledge of specific areas.
- Displayed strong public speaking skills and communication abilities to facilitate highest quality tour for guests.
- Greeted and assisted customers with booking reservations and answering additional questions, both in person and over phone.
- Stocked first aid supplies prior to daily adventure departure to maintain proper inventory levels on vehicles.
- Drove motor vehicles to transport visitors to establishments and tour site locations.
- Collaborated with team members to organize tour logistics and operations for groups of up to 30 people.
- Facilitated tours to groups of up to 30.
- Completed necessary tour documentation for daily operations, guest check-in, roll call and tour plans.
- Assisted participants with scheduling and answered questions on what items to bring, departure times and program opportunities
- Assembled and checked required supplies and equipment prior to departure.
- Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
Forestry Work Crew Technician
Philmont Scout Ranch
09.2019 - 11.2019
- Create defensible space around camps to mitigate wildfire impacts and provide a more enjoyable campsite experience for campers
- Proper safety, usage and maintenance of professional grade chainsaws and other tools
- Cutting and clearing overstocked lands to create healthy forest habitat
- Creating a fire break to prevent future forest fires
- Coordinated with volunteers and community groups to maintain trails and recreation sites.
- Improved forest health by the identification and removal of invasive species of foliage
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Some College (No Degree) - Fine Arts - Printmaking
East Tennessee State University
Johnson City, TNWinter Camping Guide
Philmont Scout Ranch
Cimarron, New MexicoSkills
- Customer and Service-Oriented
- Teamwork and Collaboration
- Team Leadership
- First Aid and CPR
- Equipment Setup
Accomplishments
- Eagle Scout Rank - Boy Scouts of America
- National Outdoor Award - Boy Scouts of America
- Triple Crown of High Adventure Recipient - Boy Scouts of America
- Committee Member of Troop 256 - Charlotte, NC
Certification
Current
- Crowd Control Manager
- Adult, Child and Infant First-Aid and CPR
- ServeSafe -Food Manager
Previous
- S212: Wildland Fire Chainsaw
- NRA Muzzleloading Rifle Instructor
- Philmont Off Road Vehicle Driving License
Timeline
Guest Services - Lead
U.S. National Whitewater Center
08.2023 - Current
White Water Raft Guide
U.S. National Whitewater Center
02.2023 - Current
Service Manager
Red Rocks Café
03.2020 - 02.2023
Winter Adventure Guide
Philmont Scout Ranch
12.2019 - 02.2020
Forestry Work Crew Technician
Philmont Scout Ranch
09.2019 - 11.2019
Some College (No Degree) - Fine Arts - Printmaking
East Tennessee State University
Winter Camping Guide
Philmont Scout Ranch
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