Kelly Wiener
Kissimmee,FL
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention.
Overview
7
7
years of professional experience
Work History
Front Office Manager
The Walt Disney Company
12.2021 - Current
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Improved staffing during busy periods by creating cast member schedules and monitoring call-outs.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Frontline Service Advisor / Resort Guest Service
The Walt Disney Company
05.2018 - 12.2021
- Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
- Trained new cast members on operating procedures and company services.
- Pleasantly greeted customers and asked open-ended questions to better determine guest needs.
- ·Handle guest complaints and work to resolution in a friendly and professional manner
Front Desk Evening Manager
Caribbean Resorts & Villas
02.2017 - 08.2017
- Assessed and adjusted staffing levels to meet operational demands.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Resolved customer complaints promptly and professionally to maintain satisfaction.
Education
MBA - Organizational Leadership
Wilmington University
New Castle, DE12.2021
Bachelor of Science - Hospitality And Resort Tourism Management
Coastal Carolina University
Conway, SC05.2017
Skills
- Customer Service
- Scheduling and calendar management
- Staff Training and Development
- Financial Management
- Hospitality services
- Workflow Optimization
- Good Judgment
- Project Management
- Negotiation and Conflict Resolution
- Emergency Preparedness
Timeline
Front Office Manager
The Walt Disney Company
12.2021 - Current
Frontline Service Advisor / Resort Guest Service
The Walt Disney Company
05.2018 - 12.2021
Front Desk Evening Manager
Caribbean Resorts & Villas
02.2017 - 08.2017
MBA - Organizational Leadership
Wilmington University
Bachelor of Science - Hospitality And Resort Tourism Management
Coastal Carolina University