MEGAN LOPEZ
Chehalis,US
Summary
Hospitality professional with strong background in managing and guiding teams. Skilled in guest relations, conflict resolution, and ensuring seamless operations. Focus on collaboration and flexibility to meet evolving needs. Known for reliability, effective communication, and results driven approach.
Overview
4
4
years of professional experience
Work History
Guest Services Supervisor
Great Wolf Lodge Resort
Centralia, WA
11.2024 - Current
- Oversaw daily operations of guest services team to ensure exceptional guest satisfaction.
- Trained and mentored new staff on service standards, fostering a positive work environment.
- Implemented customer feedback mechanisms to improve service quality and address concerns promptly with Medallia.
- Resolved complex guest inquiries and complaints, ensuring timely solutions and maintaining brand reputation.
- Greeted and checked in guests, ensuring seamless arrival experiences.
- Managed reservations and room assignments using property management systems.
- Collaborated with housekeeping to maintain room readiness and cleanliness standards.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Delivered exceptional service during peak periods, managing approximately 300 daily arrivals at full occupancy.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Assisted front desk agents with processing payouts and resolving discrepancies. Sold passes and upgrades to generate commission-based rewards.
Retail Supervisor
Great Wolf Lodge Resort
Grand Mound, Washington
10.2023 - 11.2024
- Managed daily opening and closing procedures.
- Addressed and resolved guest concerns to enhance overall satisfaction.
- Supervised staff members to ensure compliance with company policies and regulations.
- Provided superior customer service and maintained a professional attitude in all interactions with guests.
- Helped store management with recruiting, identifying talent for associate positions.
- Created weekly work schedules for retail staff according to business needs.
- Demonstrated strong organizational skills to ensure efficient store operations and inventory management.
- Participated in regular safety meetings and safety training to reduce accidents or injuries.
- Assigned employees to specific duties.
- Established and implemented policies, goals, objectives, and procedures for department.
- Implemented visual merchandising strategies to improve product presentation..
Entertainment Supervisor
Great Wolf Lodge Resort
Centralia, WA
12.2021 - 10.2023
- Supervised daily entertainment operations, ensuring guest satisfaction and adherence to safety protocols.
- Coordinated scheduling for activities and events, optimizing staff deployment and resource allocation.
- Led training sessions for new team members, enhancing knowledge of entertainment offerings and guest engagement techniques.
- Assisted in setup and breakdown of events to ensure smooth operations.
- Maintained cleanliness and organization of venue spaces for optimal guest experience.
- Monitored inventory levels of supplies to support event needs effectively.
- Adapted quickly to changing environments, demonstrating flexibility during high-demand periods.
- Supported promotional activities by engaging with guests and distributing materials effectively.
- Performed diverse dance styles for various performances, showcasing adaptability and creativity.
- Collaborated with team members to deliver high-energy performances in fast-paced environments
- Collaborated with creative teams to develop unique and engaging performances.
- Resolved performance issues swiftly, ensuring optimal visual and audio quality.
Education
High School Diploma -
W.F West High School
Chehalis, WASkills
5 Years Leadership Experience
Flexible & Adaptable
Project organization
Hospitality
Time management
POS terminal operation
Leadership development
Dispute resolution
Customer service
Timeline
Guest Services Supervisor
Great Wolf Lodge Resort
11.2024 - Current
Retail Supervisor
Great Wolf Lodge Resort
10.2023 - 11.2024
Entertainment Supervisor
Great Wolf Lodge Resort
12.2021 - 10.2023
High School Diploma -
W.F West High School