Hospitality
Jacob Sullivan
Customer Service/Guest Relations
Orlando,FL
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Skills
Reservations Management
Guest Experience
Policy and Procedure Adherence
Training and Development
Data Entry
Planning and Coordination
Self-Motivated
CRM Software Proficiency
Administrative Support
Database Management
Company Guidelines and Procedures
Interpersonal Communications
Organization and Time Management
Problem-Solving
MS Office
Timeline
Guest Service Representative
Walt Disney World Resort
05.2022 - Current
Training Lead
Kuvera Partners
08.2021 - 05.2022
Front Desk Lead
Big Cedar Lodge And Resort
02.2021 - 08.2021
Customer Service Specialist
Kuvera Partners
10.2020 - 08.2021
Guest Experience Associate
Silver Dollar City
03.2020 - 10.2020
Event Assistant
Bass Pro Shops
08.2019 - 02.2020
Activities Coordinator (Internship)
Big Cedar Lodge And Resort
05.2019 - 08.2019
Guest Experience Associate
Disney College Program
12.2018 - 05.2019
Human Resources Coordinator (Internship)
Willis Towers Watson
05.2018 - 08.2018
Associate of Arts - General Studies
Moberly Area Community College
08.2016 - 05.2018
Work History
Guest Service Representative
Walt Disney World Resort
Orlando, FL
05.2022 - Current
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- • Utilized various CRM systems to maintain service inventory and amenity calendar.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Assisted guests by furnishing information and directions to casino, gift shop and dining areas.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Collected transportation deposits, fees and payments.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
Training Lead
Kuvera Partners
Branson, MO
08.2021 - 05.2022
- Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
- Provided in-house training to new employees concerning maintenance of standardized training approaches.
- Proctored and evaluated over 30 new hire tests and sent results to the Manager of Operations.
- Presented feedback and suggestions for updating the training curriculum to managers and leadership staff
- Led training sessions for 30+ new colleagues, which includes onboarding and a two-week orientation course
- Maintained a thorough understanding of workplace policies and processes and exercise procedures when necessary
- Held new hires accountable for punctually and courteously greeting and assisting customers with their questions and concerns via telephone, e-mail, and face-to-face interaction
Front Desk Lead
Big Cedar Lodge And Resort
Ridgedale, MO
02.2021 - 08.2021
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Used internal software to process reservations, check-ins and check-outs.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Managed guests through CRM software utilizing Microsoft, salesforce, and similar applications
- Acted as concierge/vacation planner, assisting with local recreation, golf course, and restaurant reservations
- Collected room deposits, fees and payments.
Customer Service Specialist
Kuvera Partners
Branson, MO
10.2020 - 08.2021
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Provided primary customer support to previous and first-time customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Prepared merchandise for sales floor by pricing or tagging.
- Recommended accessories and complementary purchases to boost revenue.
Guest Experience Associate
Silver Dollar City
Branson, MO
03.2020 - 10.2020
- Constructed displays and easy-to-read signage to help guests navigate attractions area.
- Followed posted height and age restrictions and denied access to attraction for guests under minimum requirements.
- Engaged safety devices and monitored attraction during operation to reduce safety risks.
- Resolved guest issues by identifying source of complaint and formulating corrective action with supervisor.
- Cleaned rides and attractions to reduce spread of germs and bacteria.
- Performed troubleshooting and routine maintenance to keep equipment in optimal working condition.
- Maximized customer service and satisfaction by providing directions to visitors regarding requested locations, events and landmarks.
Event Assistant
Bass Pro Shops
Springfield, MO
08.2019 - 02.2020
- Optimized guest satisfaction with food and beverages by quickly addressing requests and complaints.
- Performed post-event tasks such as breaking down areas, removing trash and cleaning facilities.
- Developed integrated event strategies and conducted on-site events management and follow-up after events.
- Welcomed guests to events, checked invitations and oversaw proper seating.
- Performed event coordination for larger parties and gatherings.
- Organized facilities preparation, refreshments and entertainment for gatherings with as many as 2,500 guests.
- Directed team to set up and keep banquet space clean and presentable for guests.
Activities Coordinator (Internship)
Big Cedar Lodge And Resort
Ridgedale, MO
05.2019 - 08.2019
- Helped staff customize plans for specific groups based on age or ability level.
- Coordinated, planned, developed and implemented activities designed to enrich family vacations and create lasting memories.
- Prepared for special groups and VIP customers by implementing personalized plans with staff.
- Trained workers in service policies, safety requirements and specifics of activities.
- Coordinated supply orders, storage and distribution for program.
- Enhanced customer service based on feedback from guests.
- Exceeded goals through effective task prioritization and great work ethic.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
Guest Experience Associate
Disney College Program
Orlando, FL
12.2018 - 05.2019
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Responded immediately to calls from personnel to clean up spills and wet floors.
- Followed safety standards and established SOPs when handling, mixing and storing hazardous chemicals.
- Emptied waste paper and other trash from premises and moved to appropriate receptacles.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Created plans and communicated deadlines to complete projects on time.
Human Resources Coordinator (Internship)
Willis Towers Watson
Arlington, VA
05.2018 - 08.2018
- Audited the day-to-day operations of Short Term Disability (STD) FMLA and Paid Time Off (PTO) leave plans. This included handling colleagues' cases in Oracle R12
- Escalated cases to the Employee Relations and Legal teams and provided support, as appropriate
- Supported HR functions with emphasis on record keeping, data entry and general HR tasks.
- Audited communications and data entry of team members
- Managed ques via ServiceNow Case Submissions System
- Reviewed human resources paperwork for accuracy and completeness.
- Explained employee compensation, benefits, schedules, working conditions and promotion opportunities.
Education
Associate of Arts - General Studies
Moberly Area Community College
Moberly, MO 08.2016 - 05.2018
Interests
Travel
Volunteering
Theme Parks/Immersive Entertainment
Outdoor Exploration