Kathleen Kramarich
MIDDLETOWN,PA
Summary
Accomplished professional with expertise in guest relations and issue resolution, honed at Hershey Entertainment & Resorts. Demonstrated success in managing reservations and enhancing customer satisfaction. Proficient in documentation and reporting, with strong verbal communication skills. Consistently delivered high-quality service, improving guest experiences and operational efficiency by 20%.
Overview
25
25
years of professional experience
Work History
Guest Experience Agent
Hershey Entertainment & Resorts
02.2023 - Current
- Resolved guest inquiries across phone, email, and chat using reservation and ticketing systems.
- Coordinated with hotel and attraction teams to support seamless guest arrivals and service recovery.
- Managed reservation changes, cancellations, and special requests with accuracy and professionalism.
- Documented guest concerns and follow-up actions in service records for consistent issue resolution.
- Delivered exceptional customer service through active listening skills and genuine empathy towards guests'' issues or concerns.
- Handled high-pressure situations with professionalism, diffusing tension while ensuring guest satisfaction remained the top priority.
- Resolved guest complaints efficiently, minimizing negative impact on overall experience.
- Processed financial transactions accurately, maintaining strict attention to detail in handling billing matters.
- Handled customer complaints to satisfy and retain guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Greeted guests upon arrival by providing warm welcome.
- Maintained accurate and up-to-date records of guest information.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Use of ingenico, ayden, galaxy, boca printer, collecting payments with fpay pos, setting up and handling of contracts, season passes, zebra and other equipment to perform job.
- Communicating with guests and handling their needs.
- Certified area trainer in Guest relations. Training new hires in all areas we handle in our department.
Owner/managing Business Partner
3R Restoration Studio
06.2006 - 09.2019
- Directed restoration studio operations, aligning client projects with conservation standards and project scope.
- Evaluated artwork condition, recommending appropriate restoration techniques for preservation and repair.
- Managed client consultations, translating treatment needs into clear service plans and expectations.
- Oversaw incoming inventory, documenting artwork details, damage notes, and handling requirements.
Restoration Technician/Finisher
The Restoration Clinic
09.2001 - 06.2014
- Assessed water, fire, and mold damage to determine appropriate restoration procedures.
- Removed damaged materials and prepared affected areas for cleanup and repairs.
- Set up drying equipment, air movers, and dehumidifiers to support mitigation work.
- Cleaned and sanitized contents, surfaces, and structural areas following safety protocols.
- Documented jobsite conditions, work progress, and equipment placement for accurate records.
- Assisted with demolition, debris removal, and site containment to maintain safe workspaces.
- Inspected restored areas for remaining moisture, contamination, or structural concerns.
- Communicated with team members to coordinate tasks and maintain efficient project workflow.
- Performed thorough inspections to accurately assess property damage and determine appropriate restoration methods.
- Sprayed and fogged upholstery, carpets and accessories with conditioners, protectors, deodorizers and disinfectants.
- Maneuvered heavy-duty equipment to carry out moisture surveys and drying techniques.
- Enhanced customer satisfaction by providing prompt, high-quality services for water, fire, and mold damage restorations.
- Maintained a safe work environment by adhering to all safety guidelines and protocols during restoration projects.
- Completed tear-down of existing structures and prepared for new construction.
- Managed inventory of equipment and supplies, ensuring optimal availability for timely completions of projects.
- Demonstrated expertise in handling various types of restoration projects such as water extraction, structural drying, content cleaning, and odor removal.
- Lifted and shouldered heavy objects and worked long hours in variable weather conditions.
- Leveraged latest techniques and equipment to complete damage mitigation and restoration to highest standards.
- Inspected damaged properties and contents to prepare job action plan.
- Reduced project completion time with effective planning and coordination among team members.
- Ensured proper documentation of each project''s progress, including photographs and detailed reports for insurance purposes.
- Operated vehicles, gas-powered machinery and hand tools to accomplish diverse land management objectives.
- Proactively addressed client concerns throughout the restoration process, ensuring their needs were met and resulting in high levels of customer satisfaction.
- Worked safely in disaster environment by adhering to company and quality procedures.
Education
High School Diploma -
Central Dauphin High-school
Harrisburg, PA06-1990
Skills
Guest relations
Complaint handling
Reservation management
Customer service
Computer skills
Verbal and written communication
Detail-oriented
Flexible schedule
Data entry
Guest accommodations
Documentation and reporting
Payment processing
Issue resolution
Inventory monitoring
Financial transactions
Product sales
Timeline
Guest Experience Agent
Hershey Entertainment & Resorts
02.2023 - Current
Owner/managing Business Partner
3R Restoration Studio
06.2006 - 09.2019
Restoration Technician/Finisher
The Restoration Clinic
09.2001 - 06.2014
High School Diploma -
Central Dauphin High-school