Michelle Conway
Tacoma
Summary
Guest service representative with expertise in conflict resolution and event coordination. Demonstrated success in improving guest relations and promoting team collaboration. Strong communication skills and a commitment to delivering exceptional service.
Self-motivated professional highly experienced in guest services. Pleasant personality coupled with talents in customer relations, recordkeeping and problem-solving. Outgoing when greeting and communicating with others to maintain positive atmosphere.
Overview
29
29
years of professional experience
Work History
Guest Service Representative
First and Goal
Seattle
08.2016 - 02.2026
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Fostered guest satisfaction through genuine, enthusiastic interactions and personalized service.
- Handled guest complaints promptly, maintaining a positive environment for all visitors.
- Resolved guest complaints to uphold service standards and enhance overall guest experience.
- Coordinated with team members to address guest needs and enhance service delivery.
- Communicated effectively with diverse guests, fostering an inclusive atmosphere for everyone.
- Assisted guests with inquiries and provided accurate information about services.
- Cultivated strong relationships with team members to promote collaboration and improve service delivery.
- Provided guidance to new team members on how to perform tasks correctly.
- Conducted regular facility inspections to ensure cleanliness and safety standards.
- Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
Event Staff Supervisor
Landmark Event Staffing
Seattle
04.2012 - 06.2016
- Coordinated logistics for setup and breakdown of event spaces to ensure seamless execution.
- Managed staff schedules to maintain adequate coverage at events.
- Communicated with clients to address specific event needs and requests.
- Monitored staff performance and provided constructive feedback regularly.
- Successfully serviced events through collaboration with establishment managers by securing venue and scheduling adequate personnel.
- Resolved customer complaints in a timely manner throughout events.
- Monitored daily operations of event staff team to uphold performance standards and enhance service delivery.
- Evaluated employee performance on an ongoing basis and provided constructive feedback.
- Ensured all staff members were properly trained in event protocols and procedures.
- Worked closely with management teams to develop effective strategies for future events.
- Assisted in recruiting qualified personnel when additional resources were required for an upcoming event.
- Ensured that all safety regulations were followed by the event staff team at all times.
- Conducted regular meetings with the event staff team to discuss policies and procedures.
- Provided guidance and support to new hires on event protocols and procedures.
- Developed strategies to improve customer service processes during events.
- Identified areas needing improvement in order to increase efficiency of the event staff team.
- Maintained accurate records of staffing needs for each upcoming event.
- Assigned tasks to the event staff team based on their skillset and experience level.
- Created reports detailing operational performance metrics of the event staff team.
- Led site walk-through and meetings prior with staff to discuss checklists and delegate assignments.
- Resolved unexpected issues and emergencies during events, maintaining poise and ensuring participant satisfaction.
- Managed on-site event staff and volunteers, providing training and supervision to ensure high levels of service.
- Developed and maintained event timelines to guarantee timely completion of all tasks.
- Ensured compliance with all health, safety, and legal requirements, minimizing risk and liability.
- Coordinated and allocated equipment, supplies and staff for events.
- Organized guest support services for guests to meet accommodation, transportation and service needs.
- Conducted pre-event briefings to align team on roles and responsibilities.
- Facilitated accurate schedule management and event coordination for senior leadership.
- Facilitated accurate schedule management and event coordination for senior leadership.
Event Staff
CSC
Seattle
03.1997 - 06.2015
- Coordinated logistics for large-scale events, ensuring seamless execution and client satisfaction.
- Provided excellent customer service to guests during events and gatherings.
- Monitored attendee needs and addressed concerns promptly during events.
- Engaged with attendees, creating a welcoming and positive event experience.
- Greeted incoming guests, accepted payments, reviewed tickets, and directed to facility locations.
- Assisted guests with determining seat location, escorting guests to assigned seating.
- Managed registration table, collected tickets, and directed participants to their designated areas.
- Managed registration tables, efficiently processing attendee check-ins and distributing materials.
- Facilitated smooth guest flow within venues, directing attendees to their seats or designated areas.
- Trained new staff on event procedures, safety protocols, and customer service standards.
- Communicated directions to patrons for points in or outside of facility.
- Monitored crowd control throughout the venue and enforced safety protocols when needed.
- Managed crowds and monitored safety during performances.
- Responded quickly and efficiently to any requests from guests or speakers.
- Collaborated with other staff members to coordinate activities throughout the day.
- Collaborated with team members to maintain cleanliness and organization of event areas.
- Supervised volunteers to ensure tasks were completed on time and according to specifications.
- Organized seating arrangements for guests prior to start of events.
- Executed tear-down processes efficiently after events concluded, ensuring proper equipment storage.
- Provided immediate response to guest inquiries, offering information and resolving issues promptly.
- Resolved disputes between guests by facilitating open communication and understanding.
- Tended to patrons with special needs by offering additional assistance.
- Guided patrons to exits or provided instructions in emergency situations.
- Refused admittance to unwelcome persons or persons without tickets or passes.
- Answered questions about game rules and establishment policies.
- Searched for lost articles or for parents of lost children.
- Managed multiple projects simultaneously, consistently meeting tight deadlines and maintaining high quality.
- Consulted with senior team members to address and resolve event-related issues.
- Contributed to post-event evaluations, identifying successes and areas for improvement to enhance future events.
- Searched for lost articles or for parents of lost children.
Education
Master of Arts - K-8 Education
Western Governors University
Salt Lake City, UT07-2021
Skills
- Guest relations
- Customer engagement
- Conflict resolution
- Event coordination
- Operational efficiency
- Staff training
- Active listening skills
Timeline
Guest Service Representative
First and Goal
08.2016 - 02.2026
Event Staff Supervisor
Landmark Event Staffing
04.2012 - 06.2016
Event Staff
CSC
03.1997 - 06.2015
Master of Arts - K-8 Education
Western Governors University