Kathleen Yancy
Orlando
Summary
With 10 years of experience in the hospitality industry, notably at Disney's Animal Kingdom, I excel in problem-solving and delivering personalized service. My expertise includes developing food and beverage menus and enhancing guest experiences, backed by proficiency in Microsoft Office Suite and guest service technologies. I'm recognized for maintaining high satisfaction levels through effective conflict resolution and anticipatory service.
Professional hospitality specialist with extensive experience in luxury guest services. Expertise in delivering exceptional customer experiences, anticipating guest needs, and resolving issues promptly. Strong focus on team collaboration and achieving results, adaptable to changing environments. Skilled in communication, multitasking, and maintaining high standards. Reliable and flexible, ensuring seamless operations and guest satisfaction.
Overview
5
5
years of professional experience
Work History
Club Level Concierge
The Ritz-Carlton Hotel
Orlando, FL
01.2024 - Current
- Delivered personalized guest services, ensuring exceptional experiences for club-level patrons.
- Coordinated with hotel departments to fulfill special requests and resolve guest inquiries efficiently.
- Managed reservations and dining arrangements, enhancing overall guest satisfaction and convenience.
- Trained and mentored junior staff on service excellence and operational procedures.
- Implemented process improvements that streamlined concierge operations and increased service delivery speed.
- Cultivated relationships with high-profile guests, promoting loyalty and repeat visits to the hotel.
- Oversaw daily concierge operations, ensuring adherence to Ritz-Carlton service standards consistently.
- Collaborated with kitchen staff to streamline food delivery process and enhance service flow.
- Monitored inventory levels and assisted in stock ordering to minimize shortages.
Food and Beverage Coordinator
Tiffins and Nomad Lounge at Disneys Animal Kingdom
Orlando, Florida
07.2023 - 01.2024
- Developed and implemented food and beverage menus for special events. Ensured that all room setup requirements, including lighting, temperature, AV equipment, and layout, aligned with client expectations for a successful event experience.
- Utilized resources and maintained strong relationships with key partners to fulfill client requests, resolve issues, and maintain high-quality service standards.
- Resolved guest concerns and issues through effective communication and problem-solving, acting as a primary point of contact for critical situations, and ensuring guest satisfaction.
- Assisted upper management with keeping the service running smoothly, provided recognition, promoted good public relations, and handled complaints, concerns, or special requests for guests.
- Oversaw staff operations to maintain outstanding service standards.
- Facilitated continuous professional development of my cast members in the location.
Food and Beverage Host and Barista
Golden Oak Club at The Walt Disney World Resort
Orland, Florida
12.2021 - 07.2023
- Quickly developed relationships with over 300 families to provide anticipatory service, exceed expectations, and curate magical, elevated dining experiences.
- Implemented evolving coffee bar selections reflecting guest preferences and new industry developments.
- Collaborated with our internal events team to host a variety of personalized events for our residents to create meaningful and heartfelt services.
- Adapted quickly to operational changes, including shifts in weather, crowd levels, or park conditions, ensuring a seamless guest experience in dynamic, changing environments.
Disney College Program Intern
Disney's Yacht and Beach Club Resort
Orland, Florida
07.2021 - 12.2021
- Anticipate guest service needs and provide solutions for guest needs.
- Provide ancillary support to housekeepers to efficiently create a more streamlined workflow.
- Greeted guests in a friendly and professional manner, providing assistance with any questions or concerns.
Server, Bartender, Trainer
The Tavern
Flower Mound, TX
11.2020 - 06.2021
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Collaborated with other restaurant staff members to ensure efficient operations within the restaurant environment.
Education
Bachelor of Science - Recreation, Parks, And Tourism Sciences
Texas A&M University
College Station, TX05-2020
Skills
- Skilled in problem-solving and conflict resolution, effectively addressing and resolving guest concerns and issues, while maintaining high levels of satisfaction
- Proficient in personalized service delivery, identifying guest needs, and proactively tailoring experiences to exceed expectations
- Discretion and confidentiality
- Proven ability to work independently and manage tasks in a fast-paced, high-pressure environment, while maintaining focus on guest satisfaction
- PC and Mac, Microsoft Office Suite, HotSOS, PMS, GXP
- 10 years of customer service and hospitality experience
Timeline
Club Level Concierge
The Ritz-Carlton Hotel
01.2024 - Current
Food and Beverage Coordinator
Tiffins and Nomad Lounge at Disneys Animal Kingdom
07.2023 - 01.2024
Food and Beverage Host and Barista
Golden Oak Club at The Walt Disney World Resort
12.2021 - 07.2023
Disney College Program Intern
Disney's Yacht and Beach Club Resort
07.2021 - 12.2021
Server, Bartender, Trainer
The Tavern
11.2020 - 06.2021
Bachelor of Science - Recreation, Parks, And Tourism Sciences
Texas A&M University
Education and Training
other