Kasey Kucera
Orlando
Summary
Service-oriented professional with a proven track record in enhancing guest satisfaction within the hospitality industry. Expertise in promptly addressing guest requests and resolving complaints to ensure a positive experience. Demonstrated ability to maintain high service standards and foster customer loyalty.
Overview
10
10
years of professional experience
Work History
Guest Relations Host
WALT DISNEY WORLD
Lake Buena Vista
02.2025 - Current
- Managed guest trip itineraries within MyDisneyExperience app to enhance planning efficiency.
- Demonstrated extensive knowledge of parks and Disney properties to assist guests effectively.
- Facilitated hotel check-in processes to ensure seamless arrivals for guests.
- Adjusted Lightning Lanes, booked restaurant reservations, and coordinated park reservations for optimal guest experiences.
- Handled multiple phone lines, maintaining effective communication and rapid response times.
- Utilized override power for guest recovery situations to resolve issues promptly.
- Executed ticketing tasks including selling, upgrading tickets, and renewing annual passes.
- Participated in DEI committee to promote inclusivity and diversity initiatives.
Host
Monterey Grill
Port Orange
05.2015 - 09.2025
- Utilized POS system for accurate meal cost calculations and tax inclusion.
- Ensured compliance with health and safety regulations throughout restaurant operations.
- Maintained cleanliness of seating area by wiping down tables and chairs regularly.
- Managed reservations via phone and in person to optimize seating arrangements.
- Addressed customer complaints effectively, escalating major issues to manager on duty.
- Supported service staff by distributing food and beverages during peak demand.
- Cultivated long-term customer relationships to enhance opportunities for repeat business.
- Assisted servers in seating guests by escorting them to tables efficiently.
Attractions Host
WALT DISNEY WORLD
01.2022 - 01.2025
- Answering any park questions and directing guests while also implementing safety protocols.
- Ticket handling and knowledge of the park app system.
- Efficiently handling a high volume of guests while making sure everyone gets scanned in properly.
- De-escalating complex guest conflicts while providing a solution
- Complied with health and sanitation practices and procedures.
- Answered guest queries and satisfied customer concerns to improve overall customer satisfaction.
- Monitored safety protocols throughout the attraction to ensure compliance with regulations.
- Checked guest restraints thoroughly in accordance with park policy and to minimize accidents.
- Guided guests into following protocols to maintain safe environment.
- Resolved customer complaints in a timely manner.
- Greeted and assisted customers to foster positive experiences.
Customer Service Host
Kohl's
Port Orange
01.2020 - 01.2022
- Processed returns and exchanges, ensuring accurate transactions and customer satisfaction.
- Handled purchases and managed monetary transactions effectively.
- Stocked, folded, and arranged merchandise on sales floor for optimal visibility.
- Processed Amazon returns to maintain inventory accuracy.
- Resolved complex customer issues through effective problem-solving techniques.
RETAIL ASSOCIATE
AEROPOSTALE
01.2017 - 12.2017
- Processing returns and exchanges.
- Processing purchases, money handling.
- Stocking, folding and putting merchandise on the floor.
- Problem solving, dealing with difficult customers.
Education
BA - ACTING
UNIVERSITY OF WEST FLORIDA
Orlando, FL01.2020
Skills
- Guest experience
- Conflict resolution
- Multiline communication
- Itinerary management
- Ticketing procedures
- Health compliance
Timeline
Guest Relations Host
WALT DISNEY WORLD
02.2025 - Current
Attractions Host
WALT DISNEY WORLD
01.2022 - 01.2025
Customer Service Host
Kohl's
01.2020 - 01.2022
RETAIL ASSOCIATE
AEROPOSTALE
01.2017 - 12.2017
Host
Monterey Grill
05.2015 - 09.2025
BA - ACTING
UNIVERSITY OF WEST FLORIDA
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