Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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, MA
08-2016

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
Katherine Steen