Dynamic Guest Service Supervisor at Lost Island Theme Park, with a proven ability to optimize team performance and enhance customer satisfaction. Developed and implemented training programs that elevated service standards, resulting in increased guest retention, and improved online reviews. Highly skilled in conflict management, team leadership, and operational management, ensuring seamless guest experiences while excelling in communication and problem-solving.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Guest Service Supervisor
Lost Island Theme Park
Waterloo
03.2022 - Current
Developed and maintained positive relationships with guests to encourage repeat business and positive online reviews.
Delegated work to staff, setting priorities and goals.
Analyzed customer feedback to identify areas for improvement in services offered.
Created training materials and conducted training sessions for guest service personnel on proper customer service techniques.
Collaborated with the management team to develop and implement guest service policies and procedures.
Conducted regular performance evaluations of guest services staff, providing feedback and development opportunities.
Addressed and resolved guest complaints and issues promptly to maintain high satisfaction levels.
Built and maintained productive relationships with employees.
Created weekly schedules that maximized efficiency while minimizing labor costs.
Responded to and resolved guest issues or complaints.
Managed individual and group booking and reservation functions to gain maximum occupancy figures, improving revenue growth, and increasing market share.
Oversaw daily operations of guest services department to ensure exceptional customer experience.
Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Inventory Specialist
East Penn Manufacturing Company
Oelwein
09.2018 - 07.2021
Created reports on inventory activity, shortages, overages.
Led physical counts and reconciled discrepancies to maintain accurate inventory records.
Corresponded with establishment representatives to rectify damages, shortages or nonconformance to specifications.
Ensured compliance with industry regulations and standards regarding inventory management.
Performed scheduled inventory counts and supply audits.
Monitored stocking areas to adjust volumes and storage requirements driven by production activity.
Weighed mail to determine correct postage.
Inspected incoming materials for damage.
Generated weekly, monthly, quarterly reports on inventory movements and stock levels.
Packed, sealed or affixed postage to prepare materials for shipping.
Utilized barcode scanners to quickly update inventories in the system.
Coordinated with suppliers to reorder supplies and manage inventory replenishment.
Shift Leader
Kwik Star
Dunkerton
09.2013 - 09.2018
Positioned skilled staff in key areas throughout shift to optimize department productivity.
Handled customer inquiries in a timely manner while providing accurate information regarding menu items and promotions.
Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
Trained new employees on company policies, operational procedures, and customer service standards.
Delegated tasks to employees and monitored activities and task completion.
Operated cash registers and balanced cash drawers to ensure accuracy in transactions.
Fostered a team-oriented environment to increase morale and productivity.
Managed inventory levels by monitoring stock levels, ordering supplies when necessary, and ensuring product quality was up to standard prior to use or sale.
Maintained cleanliness and organization of the work area to uphold company standards.
Scheduled staff shifts, considering peak times and individual availability.
Handled emergency situations with composure and in accordance with company guidelines.
Utilized POS systems efficiently for order processing and inventory management.
Checked orders for quality and completeness.
Adhered to all health code regulations while preparing food items for customers.
Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
Education
Bachelor of Arts - Elementary Education
Upper Iowa University
Fayette, IA
12-2025
Associate of Arts - Gen Ed With Elementary Education Transfer
Hawkeye Community College
Waterloo, IA
05-2023
High School Diploma -
GMG Community Schools
Garwin, IA
05-2007
Skills
Classroom management
Curriculum development
Child development
Lesson planning
Customer service
Effective communication
Team management
Implementing policies
Optimizing team performance
Conflict management
Team building
Organizational skills
Accomplishments
Overall Award for best customer service and guest experience in 2023
Inducted into NSLS March 2025
Dean's List Fall 2023, Spring 2024, Fall 2024, Spring 2025
Languages
English
Professional
Certification
BA in Elementary Education with an endorsement in Middle School Social Studies and Language Arts (Dec. 2025)
References
References available upon request.
Timeline
Guest Service Supervisor
Lost Island Theme Park
03.2022 - Current
Inventory Specialist
East Penn Manufacturing Company
09.2018 - 07.2021
Shift Leader
Kwik Star
09.2013 - 09.2018
Bachelor of Arts - Elementary Education
Upper Iowa University
Associate of Arts - Gen Ed With Elementary Education Transfer