Kate Fix
LAKELAND
Summary
Recipient of the prestigious 2023 Customer Service Excellence Award at Team Disney\'s Polynesian Resort and Village, dedicated professional committed to delivering exceptional service experiences. Proven track record of consistently exceeding customer expectations, possessing a deep understanding of the importance of creating memorable moments for guests. Passion for providing personalized attention and ensuring utmost satisfaction has earned esteemed recognition. Eager to leverage expertise in customer service to contribute to a dynamic organization where excellence is valued and rewarded.
Overview
17
17
years of professional experience
Work History
Club Level VIP Concierge & Operations Support
DISNEY'S POLYNESIAN VILLAGE RESORT
01.2021 - Current
- I provide an elevated experience for guests through positive engagement by investing in knowing my guests and take pride in every opportunity to make magical interactions. I was involved in planning the Polynesian’s famous 2021/2022/2023/ “Beach Party” for our July 4 and New years celebrations. This involved planning against a timetable, leveraging professional relationships to acquire specialized equipment, and achieving results on a limited budget. These events were considered a huge success by senior management, backed up by Verbatim feedback
- I train new staff at the club level, ensuring our highest standards are exceeded, in all work areas. I create a positive training environment, and an atmosphere that lends itself to our open and inclusive culture
Assistant Head Housekeeper
DUNDAS CASTLE
01.2011 - 09.2014
- Maintained a safe working environment by enforcing safety protocols and conducting regular inspections.
- Managed lost-and-found system efficiently, helping reunite guests with their belongings quickly.
- Improved guest satisfaction by promptly addressing concerns and ensuring cleanliness throughout the property.
- Developed strong relationships with vendors to negotiate favorable pricing on supplies and services.
- Utilized productivity tracking tools to monitor team performance against established KPIs, identifying opportunities for improvement where necessary.
- Initiated preventive maintenance measures in guest rooms and common areas to minimize wear-and-tear issues over time.
- Coordinated deep-cleaning projects during off-peak periods to keep the property looking fresh yearround.
- Collaborated with management to develop and execute departmental budgets, consistently meeting financial goals.
- Managed housekeeping team effectively for timely room turnovers and consistent high-quality results.
- Conducted regular performance evaluations of housekeeping staff to identify areas of improvement and recognize top performers.
- Facilitated open lines of communication between departments for better overall hotel operations coordination.
- Oversaw laundry operations to ensure timely delivery of clean linens for the entire hotel property.
Event Experience Manager
NEW ZEALAND HOME OF OLYMPIC CYCLING
01.2017 - 01.2021
- In 2021 I designed a process for maintaining our client database and communications that increased productivity in this area by more than 80%. As a result, an increase in productivity was also shown across whe. This system came to fruition it reduced delinquent accreditations to less than 5%, down from more than 80% in prior years
- I was responsible for managing conferences and events for New Zealand’s Home of Cycling (NZHOC). During my role I increased bookings by over260% compared to prior year (Including years prior to Covid.) I achieved this through effective and regular communication with clients. My ability to solve problems on demand and deal efficiently with issues provided customers with the best experience possible.
- I was involved organizing events such as Drone Masters, National Cycling Carnivals, and National Championship Boxing Events. Through managing these large-scale events, I was able to utilize and develop my skills in areas of event management, time management, team leadership and budget planning
Day Shift & Weekend Duty Manager
HILTON INTERNATIONAL
02.2008 - 08.2011
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
Education
Master Of Business Administration - International Sport And Development
Massey University
Wellington New Zealand Associate Of Business Administration - Business Administration And Emploment Law
Open University
London UKBachelor In Medical Laboratory Science - Anatomy
Bond University
Mermaid Waters Australia Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Time management
- Training and mentoring
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Team building and leadership
- Effective workflow management
- Customer relationship management (CRM)
- Conflict resolution techniques
- Exceptional telephone etiquette
- Handling escalations
- Account management
- Meticulous attention to detail
- Administrative support
- Research and due diligence
- Budgeting and finance
Accomplishments
Opening Team Member @ Island Tower, Disneys Polynesian Resort 2024
Opening Team Radisson Fiji 2007
Timeline
Club Level VIP Concierge & Operations Support
DISNEY'S POLYNESIAN VILLAGE RESORT
01.2021 - Current
Event Experience Manager
NEW ZEALAND HOME OF OLYMPIC CYCLING
01.2017 - 01.2021
Assistant Head Housekeeper
DUNDAS CASTLE
01.2011 - 09.2014
Day Shift & Weekend Duty Manager
HILTON INTERNATIONAL
02.2008 - 08.2011
Master Of Business Administration - International Sport And Development
Massey University
Associate Of Business Administration - Business Administration And Emploment Law
Open University
Bachelor In Medical Laboratory Science - Anatomy
Bond University
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