Michael Nero
Guest Services/Entertainment
Bronx,NY
Summary
Creative hospitality and travel industry professional with wealth of historical knowledge. Offering excellent customer service and public speaking skills. Career success working with visitors and travelers to create entertaining and educational experiences. Educated tourism professional with love of all things artsy. Highly adept at creating entertaining scripts and well-versed in marketing.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
Work History
VIP Tour Guide
The Museum of Broadway
New York, NY
01.2023 - Current
- Assist them in purchasing tickets for future dates
- Answer any questions Guests might have or direct them to the appropriate resource
- Maintain proper crowd controls and ensure the Museum doesn’t become crowded
- Provided information on various sites throughout area, relaying little-known stories to provide interest.
- Planned and organized tours by determining routes, selecting sights and landmarks to visit, and coordinating transportation and accommodations.
- Shared historical and cultural context to keep tour informative and provide more profound understanding of area.
- Continued learning and updating knowledge about tour areas, culture and history to provide accurate, timely and exciting information to tour groups.
- Communicated professionally with customers, answering questions and addressing concerns to boost satisfaction.
Model/Tour Guide
Staffed Inc
New York, NY
09.2022 - Current
- Built personal relationships with guests to promote positive experiences.
- Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Guided groups of up to 75 people per scheduled tour.
- Tour Guide for main LVMH Personnel at Louis Vuitton 200.
- Worked production for New York Fashion Week Spring 2023
- AfterPay Experience
Guest Services Supervisor
Illuminarium/ One World Observatory
Atlanta, GA
06.2021 - 03.2022
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Set and managed policies for concierge services and guest relations.
- Trained junior team members in customer service strategies and property policies.
- Reviewed upcoming events and planned for expected challenges.
- Processed guest payments and provided accurate change.
- Analyzed customer feedback to identify areas requiring improvement.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Implemented successful strategies to increase customer satisfaction.
Guest Ambassador
World of Coca-Cola
Atlanta, GA
10.2020 - 05.2021
- Actively engaging with all guests and anticipating their needs
- Sharing knowledge of and telling the history and stories about our Brand and The Company
- Working to create and maintain a hassle-free, safe operation as well as flawless show quality, operating effectiveness, exhibits and experiences
- Provide necessary crowd control throughout the attraction including organization of lines and ability to communicate with large groups and fellow team members.
- Maintained detailed records of account changes, guest incidents and other reportable data.
- Educated guests on different amenities, events and service locations.
Production Cast Vocalist
Norwegian Cruise Line
Riverview, FL
03.2018 - 03.2020
- Reports to the Cruise Director and the Cast Performing Manager
- Performs the required shows as approved by the Director of Entertainment in cruise line's home office or by the company producing the show (in case the show is not in-house production)
- Performs the Lead Vocalist roles in Production Shows specifically created by or for the cruise line as stated in the contract
- Attends regular rehearsals as scheduled by the Cast Performing Manager or the Vocal Captain including any additional rehearsals required for restaging of shows due to weather conditions, illness or replacement of a cast member
- Attends additional rehearsals with the Cast Performing Manager and/or the Vocal Captain each week to ensure all vocal material is kept up to the show’s original integrity
- Responsible for the proper care of all Production Shows costumes, wigs, hats etc
- Ensuring that they are stored immediately after a performance
- Responsible for maintenance and organizing the cast members dressing rooms and backstage area
- Assist in teaching choreography or/and songs to new Show Singers
- Practiced singing exercises and studied with vocal coaches to develop voice and rehearse for upcoming roles.
Guest Programs Specialist
Georgia Aquarium
Atlanta, GA
12.2017 - 03.2018
- Present engaging floor experiences to aquarium guests
- Guest roles including working at touch pools, engaging guests at exhibits, supervising play areas and games, and working in a variety of positions throughout the aquarium
- Ensure animal and guest safety is a top priority
- Provide engaging educational experiences for our guests that support our vision and mission through the use of messages (folklore, natural history, historical stories, etc.) and conversation
- Staff indoor and outdoor exhibit areas as needed while engaging our guests in conversation and interactive activities, using necessary supplies and equipment
- Guide the guest experience to ensure a memorable and positive visit; this includes ensuring comfort and safety of visitors while fostering educational growth
- Set up and breakdown equipment and activities
- Assist with special educational activities and programs
- Work to ensure guest satisfaction, notifying appropriate personnel about challenges and successes in the exhibit area
- Be an active part of the aquarium team
- To perform other duties as workload necessitates.
Entertainer
Six Flag Over Georgia
Austell, GA
11.2016 - 01.2018
- Music theater performer for the amusement park's Entertainment/
- Performed themed sets and shows with minimal repetition to provide original content for returning guests.
- Developed show concepts and themes to engage audience members.
- Collaborated with other entertainers to create engaging acts.
Teaching Artist
True Colors Theatre Company
Atlanta, GA
09.2016 - 06.2017
- An entry level internship providing coaching, educational planning, and compendiums to High School students involved with the August Wilson Monologue Competition - held annually.
- Developed lesson plans surrounding various types of art, history and culture.
- Facilitated group sessions and provided one-on-one support.
- Modeled interpersonal relationships with staff members, students and administrators and strived to enhance student learning and well being.
- Assisted in developing student-led after-school tutoring program to teach at-risk students.
Education
Bachelor's - Theatre And Performance Studies, Music Theatre, African
Kennesaw State University
01.2012 - 07.2016
High School Diploma - undefined
South Cobb High School
08.2007 - 05.2011
Skills
Social Media
Songwriting
Musical Theatre
Arts and Administration
Guest ServicesGuest Relations ExperienceCustomer service (7 years)Reports
Local history
Arts and culture
Public speaking
Team Building
Training and mentoring
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
VIP Tour Guide
The Museum of Broadway
01.2023 - Current
Model/Tour Guide
Staffed Inc
09.2022 - Current
Guest Services Supervisor
Illuminarium/ One World Observatory
06.2021 - 03.2022
Guest Ambassador
World of Coca-Cola
10.2020 - 05.2021
Production Cast Vocalist
Norwegian Cruise Line
03.2018 - 03.2020
Guest Programs Specialist
Georgia Aquarium
12.2017 - 03.2018
Entertainer
Six Flag Over Georgia
11.2016 - 01.2018
Teaching Artist
True Colors Theatre Company
09.2016 - 06.2017
Bachelor's - Theatre And Performance Studies, Music Theatre, African
Kennesaw State University
01.2012 - 07.2016
High School Diploma - undefined
South Cobb High School
08.2007 - 05.2011