Justin Langosch
Sandusky,OH
Overview
2
2
years of professional experience
Work History
Guest Services Supervisor
Kalahari Resorts and Conventions
07.2024 - Current
- Oversaw day-to-day operations of 889-room hotel with staff of over 25 employees.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Reviewed upcoming events and planned for expected challenges.
- Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Managed front desk operations, ensuring smooth communication between guest service teams and seamless guest experiences.
Guest Services Department Trainer
Kalahari Resorts & Conventions
04.2024 - Current
- Assist in the development of training materials to ensure consistent guest service standards across all staff members
- Mentor team members, fostering a supportive and collaborative work environment focusing on growth of over 25 associates
- Develop job-specific competencies and performance standards
- Assess and develop lesson plans, instructional materials, and written practice tests for Front Desk and General training courses
- Provide coaching and mentoring to employees
Front Desk & PBX Guest Service Agent
Kalahari Resorts & Conventions
10.2023 - 04.2024
- Responded promptly to an average of 400 guests per day via
Zingle Text Messaging system or phone to assist with their needs during pre-stay, in-stay, and post-stay experience. - Investigated guest challenges and sources of dissatisfaction to offer timely, transparent notification to Guest Services
Supervisory team and work alongside them to resolve guest's-unique situations. - Utilized Visual One to maintain accurate and up-to-date records and make modifications to guest stay information and
reservations. - Entered data for all maintenance and housekeeping requests for over 800 rooms into hotSoS software, and continuously follow up with guests via phone or text to ensure the highest level of attentiveness to guest's needs.
- Utilized strong organizational skills to manage daily tasks, such as checking for proper guest identification, executing guest transactions, and issuing RFID wristbands, efficiently while maintaining focus on delivering outstanding guest service experiences for up to 700 arrivals in a day
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
Operations Internal Audit Intern
Cedar Point
07.2022 - 10.2023
- Observed, documented, and effectively communicated critical
findings and areas of improvement to various levels of Ride
Operations leadership. - Thoroughly gathered internal operations audits at over 69+
attractions every week (about 152 audits) in areas, such as ride operation safety, attraction cleanliness, attraction accessibility and safety, and Fast Lane. - Utilized Excel to optimize and streamline multiple auditing practices and weekly tracking to expedite communication, attraction additions, and ease of use for future interns and management
- Assisted Park Operations in any way needed to better maintain the park's operation and provide a positive guest experience in a multitude of side roles, including assuming the role of a VIP Tour Guide, Traffic Operations, and Departmental Office Clerk
- Assisted as needed with the setup of daytime Halloween Events
each day during the fall season with stocking materials at over 20
activity booths throughout the park's children's area - Utilized Dayforce, a Human Capital Management System, to enter and track thousands of employee certifications and training checklists for every associate certified on over 60 various attractions.
- Proofread training certification documents for accuracy and
completeness to maintain compliance with park operating policies,
industry best practices, and state laws
Education
Bachelor of Science - Resort And Attraction Management
Bowling Green State University
Sandusky, OH08.2023
Skills
- Guest Relations/Complaint
Resolution - Written and Verbal
Communication - Property Management Systems
(PMS) - Team building and supervision
Product Sales and Service
Upselling - Check-in and Check-out
Procedures
- Data Entry, Verification, and
Analysis - Site Inspections
- Safety Compliance
- Risk Mitigation
http://linkedin.com/in/justin-langosch-2a07a11bb
Accomplishments
International Ride Training Outstanding Audit Award: 2023
Cedar Fair Cornerstone Capstone Recipient: September 2023
Cedar Fair Cornerstone Award Recipient: August 2022
Timeline
Guest Services Supervisor
Kalahari Resorts and Conventions
07.2024 - Current
Guest Services Department Trainer
Kalahari Resorts & Conventions
04.2024 - Current
Front Desk & PBX Guest Service Agent
Kalahari Resorts & Conventions
10.2023 - 04.2024
Operations Internal Audit Intern
Cedar Point
07.2022 - 10.2023
Bachelor of Science - Resort And Attraction Management
Bowling Green State University
Similar Profiles
Alisha HarrisAlisha Harris
Front Desk Agent, Concierge, Guest Billing, Accounts Receivable at Kalahari Resorts and ConventionsFront Desk Agent, Concierge, Guest Billing, Accounts Receivable at Kalahari Resorts and Conventions
Marisa HruskoMarisa Hrusko
Double Cut Steakhouse General Manager at Kalahari Resorts and Conventions Center PoconosDouble Cut Steakhouse General Manager at Kalahari Resorts and Conventions Center Poconos
EMILY BAZAN-MOLZANEMILY BAZAN-MOLZAN
Retail Associate at Kalahari Resorts & ConventionsRetail Associate at Kalahari Resorts & Conventions