Summary
Overview
Work History
Education
Skills
Timeline
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Kimberlin Gustaferro

San Diego,CA

Summary

Hospitality professional prepared to bring extensive customer service experience to new role. Proven ability to handle guest inquiries and issues efficiently while maintaining positive atmosphere. Reliable team player with strong focus on collaboration and adaptability to changing needs. Notable skills include effective communication and problem-solving.

Overview

13
13
years of professional experience

Work History

Front Desk Agent

Hilton-Hotel Del Coronado
05.2025 - Current
  • Manage guest check-ins and check-outs, ensuring smooth transitions and positive experiences, including phone answering service to fulfill requests.
  • Provide exceptional customer service by addressing inquiries and resolving issues promptly.
  • Coordinate room assignments and maintained accurate reservation records using property management systems.
  • Upsell rooms/experiences on property to enhance revenue growth for company.

Customer Service Manager

American Airlines
03.2022 - 05.2025
  • Manage day to day operations, including supervision and assignment delegation for up to 300 employees.
  • Ensure all employees are trained and actively practicing our safety procedures and policies.
  • Coach and mentor frontline team members in skill development, customer service elevation, and company expectations.
  • Develop strategies, based on operational conditions, to guarantee all company metrics are met each quarter.
  • Trained as a Complaint Resolution Official (CRO) and Ground Security Coordinator (GSC) to handle sensitive situations.
  • Work collaboratively with other departments in order to recognize focus areas that need improvement to increase efficiency and productivity.

Premium Customer Service Representative

American Airlines
08.2017 - 03.2022
  • Resolve passenger grievances while collaborating with team members to achieve creative solutions.
  • Escort passengers through the airport experience (ticketing, admirals club, customs, flights, and check-in), including high profile passengers.
  • Assist passengers with flight interruptions in high pressure situations, specifically frequent fliers and high value passengers.
  • Deliver superior guest service by proactively anticipating guest needs.

Lead Banquet Server

Meyer and Renee Luskin Conference Center/Hotel
05.2016 - 08.2017
  • Fulfilled each guests' specific needs and ensured all events ran smoothly.
  • Led a team of servers assigned to certain areas with high volume guests.
  • Prepared banquet room by setting up tables and chairs, placing tableware, and serving guests.

Admissions Team Member

Raging Waters- San Dimas
05.2012 - 09.2015
  • Assisted all displeased customers with varies problems and provide quality service to find a solutions.
  • Developed diplomacy in dealing with customers in high-pressure situations.
  • Interacted with guests to complete surveys of opinions and criticism about the park to better the quality of future visits.

Education

Bachelors of Arts - Sociology

University of California Los Angeles (UCLA)
Westwood, CA
06.2017

Skills

  • Collaboration/ Investigative Experience
  • Complaint Resolution
  • Microsoft Word/PowerPoint/Excel/Teams
  • Sales expertise
  • Hospitality service expert
  • Safety and security procedures

Timeline

Front Desk Agent

Hilton-Hotel Del Coronado
05.2025 - Current

Customer Service Manager

American Airlines
03.2022 - 05.2025

Premium Customer Service Representative

American Airlines
08.2017 - 03.2022

Lead Banquet Server

Meyer and Renee Luskin Conference Center/Hotel
05.2016 - 08.2017

Admissions Team Member

Raging Waters- San Dimas
05.2012 - 09.2015

Bachelors of Arts - Sociology

University of California Los Angeles (UCLA)

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