Jennifer Garcia Gregg
Guest Relations Manager
St Augustine,Florida
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
Guest Relations Coordinator
Historic Tours of America
11.2008 - 06.2023
- Guest Relations Coordinator in the hospitality industry for all 40 tours and attractions owned or operated by Historic Tours of America.
- Built a full-service customer relationship department for the National Headquarters that provides customer service capable of servicing every aspect of the company’s guest service needs for an annual ridership of more than 3.5 million riders.
- Elevated the Guest Relations Department to the corporate hub for all things guest related.
- First line of defense for all dissatisfaction issues corporate wide.
- Developed, implemented, and enforced required qualifying elements for the company's “Satisfaction Guarantee”.
- Decision maker for requested refunds and over saw all facets of the process for entire corporation.
- Collected, compiled, categorized, distributed all incoming data.
- Developed reports based upon the specifications and requests of the CEO, COO, and the President of the company.
- Identified ares of concern based upon company guest service expectations.
- Maintained professional relationships with all General Managers and Operations managers in each operation or attraction.
- Maintained extensive knowledge of ground level standard operating procedures for all tours and attractions under my purview.
- Wrote and implemented Refund policies for the company.
- Developed a protocol to facilitate equal treatment for all guests.
- Escalated all high importance issues to proper individuals.
- Monitored and responded to all negative Social Media.
- Assisted Director of Ticketing with troubleshooting and problem solving point of sale and back office issues.
- Trained ground level staff how to effectively use the back office functions of new ticketing system.
- Supported all ground level staff with guest or service related issue that could not be handled locally.
- Handled customer complaints to satisfy and retain guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Responded to guest inquiries to maximize guest satisfaction.
- Maintained accurate and up-to-date records of guest information.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Upheld company policies and procedures by providing high level of customer service.
- Compiled feedback to help management improve guest relations policies and prevent common conflicts.
- Anticipated and attentively handled guest needs or concerns.
Education
Bachelor of Science - Marketing
University of North Carolina Asheville
Asheville, NC01.1993
Skills
- New Business Launch
- Planning and Execution
- Cost Control and Analysis
- Business Management and Development
- Customer Service Management
- Business Growth and Retention
- Budget Management
- Small Business Operations
- Decision Making
- Time Management
- Market Research
- Brand Management
- Marketing Strategy
Honors Awards
National Entertainment Service Award - Historic Tours of America, 10/01/12, The National Entertainment Service Award is awarded for outstanding, above and beyond ones usual job expectations. I am the only back office or support department that has received this award.
Timeline
Guest Relations Coordinator
Historic Tours of America
11.2008 - 06.2023
Bachelor of Science - Marketing
University of North Carolina Asheville
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