Katherine Steen
Tavares,FL
Summary
Industrious Guest Services Agent adept in expedient complaint resolution through tactful and diplomatic communication combined with resourceful problem-solving. Driven to promote guest satisfaction by going above and beyond to meet needs and exceed expectations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Guest Experience Manager
Walt Disney Company
06.2016 - 09.2021
- Assigned to delegate and coordinate staff consisting of 150 Cast Members
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Prepared reports on guest satisfaction levels and other metrics.
- Coordinated with vendors for repair and maintenance of hotel.
- Correctly calculated inventory and ordered appropriate supplies.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Analyzed variances and implemented corrective actions to increase average meal checks and customer visits.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
Lead Server
Universal Studios Florida
08.2021 - Current
- Working in a fast paced and high volume restaurant and bar with individual sales of $1,000-$3,500 per night
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Increased sales significantly by upselling higher-end products to customers.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
Restaurant General Manager
Taco Bell
06.2020 - 02.2021
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Carefully interviewed, selected, trained, and supervised staff.
- Correctly calculated inventory and ordered appropriate supplies.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Reviewed pricing and ordered food ingredients, kitchen appliances, and supplies.
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
Education
Bachelor of Science - Business Management And Accounting
Westfield State University
Westfield, MA08-2016
Skills
- Guest Relations
- Teamwork and Collaboration
- Conflict Management
- Accurate money handling
Certification
Serv Safe
Timeline
Lead Server
Universal Studios Florida
08.2021 - Current
Restaurant General Manager
Taco Bell
06.2020 - 02.2021
Guest Experience Manager
Walt Disney Company
06.2016 - 09.2021
Serv Safe
Bachelor of Science - Business Management And Accounting
Westfield State University
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