Jennifer Farley

Guest Service Manager

Walt Disney World Resort

05.2008 - 04.2025

Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
Attended to customer needs, responding to questions, complaints and escalations.
Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
Managed team of call center customer service representatives, fostering a supportive work environment and enhancing overall performance.
Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
Streamlined agents interactions for improved efficiency, utilizing strong organizational skills.
Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
Enhanced guest satisfaction by promptly addressing inquiries and providing personalized assistance.
Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
Coordinated special events and group bookings, ensuring all details were accurately executed for successful outcomes.
Created an open communication environment within the team that encouraged idea-sharing and fostered collaboration among colleagues for continuous improvement efforts.
Conducted regular staff training sessions on customer service standards and company policies, promoting a consistent level of service across the team.
Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.