Mary Steen
Orlando,Florida
Summary
Dynamic and customer-focused professional with extensive experience at The Walt Disney Company, excelling in guest services and complaint resolution. Proven ability to enhance guest experiences through exceptional communication and strong interpersonal skills. Adept at managing reservations and providing tailored recommendations, ensuring satisfaction and loyalty.
Overview
6
6
years of professional experience
Work History
Resort Concierge
The Walt Disney Company
11.2023 - Current
- Provided accurate information regarding local attractions, restaurants and activities.
- Scheduled and confirmed restaurant reservations for guests.
- Managed check-in and check-out procedures for guests.
- Handled guest complaints to satisfy and retain guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Assisted with luggage handling, valet services and concierge services.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Followed-up with guests to resolve requests or problems to complete satisfaction.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Responded to guest requests, offering excellent support and tailored recommendations to address needs.
Sales
The Walt Disney Company
10.2021 - 11.2023
- Answered customer questions regarding store merchandise, department information, and pricing.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Created attractive displays to promote items.
- Updated signage and price tags to reflect current sales.
- Verified products appeared at correct locations in proper quantities.
- Received new stock and input values into computer system.
Product Advisor
Dover Saddlery
02.2019 - 03.2020
- Developed and maintained deep understanding of product offerings to best serve the needs of clients.
- Updated accounts with customers' current personal information to ensure, understand and resolve issues and answer product questions.
- Engaged with customers to understand and resolve issues and answer product questions.
- Sold products effectively by demonstrating product features, employing technical product knowledge to describe capabilities and limitations for customers.
- Fit customers for riding boots, helmets, and saddles.
- Stocked store with incoming shipment items as well as participating in annual inventory.
- Offered products effectively by demonstrating product features and employing technical product knowledge to describe capabilities and limitations for clients.
Education
Bachelor of Science - Hospitality And Tourism Management
University of Central Florida
Orlando, FL12-2026
Associate of Arts - General Studies
Valencia College
Orlando, FL12-2024
Skills
- Strong interpersonal skills
- Sales experience
- Exceptional communication
- Customer service expertise
- Reservation management
- Complaint handling
- Guest amenities
- Room assignments
- Mail and packages
- Housekeeping knowledge
Timeline
Resort Concierge
The Walt Disney Company
11.2023 - Current
Sales
The Walt Disney Company
10.2021 - 11.2023
Product Advisor
Dover Saddlery
02.2019 - 03.2020
Bachelor of Science - Hospitality And Tourism Management
University of Central Florida
Associate of Arts - General Studies
Valencia College
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