Michelle Piteo
Yorktown,VA
Summary
Experienced entertainment and guest services manager with a strong record in hospitality management, staff training, budget control, and promotional strategy. Known for creating engaging guest experiences and coordinating smooth, safe operations.
Overview
11
11
years of professional experience
Work History
Entertainment Manager
Great Wolf Lodge
Williamsburg, Virginia
06.2020 - 11.2025
- Directed resort entertainment programs for guests and families.
- Scheduled character visits and activity rotations across lodge venues to enhance guest experiences.
- Helped coordinate themed programs, seasonal celebrations, and interactive lodge experiences.
- Developed promotional strategies for entertainment events and activities, increasing guest participation.
- Trained associates on guest service, show timing, and presentation standards.
- Worked with resort teams to support safe, engaging entertainment operations.
- Handled multiple projects at once while meeting tight deadlines.
- Created budgets for each event and tracked spending throughout the process.
Guest Services Supervisor
Great Wolf Lodge
Williamsburg, Virginia
10.2019 - 06.2020
- Supervised guest services team across front desk, reservations, and lobby operations at Great Wolf Lodge.
- Managed the front desk operations by overseeing check-ins and check-outs, cash handling procedures.
- Trained associates on service standards, check-in procedures, and guest recovery to enhance guest experience.
- Resolved guest complaints through effective communication and prompt service, ensuring guest satisfaction.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Generated daily reports on room availability and status to assist hotel management. for updates and maintained contact with housekeeping on room status.
- Provided assistance to customers by answering inquiries and resolving issues related to hotel services. by providing hotel information and resolving common complaints.
- Supported concierge requests, resort information, and family activity planning at Great Wolf Lodge.
- Facilitated communication between guest services team and other hotel departments to ensure operational efficiency.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Evaluated employee performance and provided feedback on areas of improvement.
Guest Service Agent and Night Auditor
Great Wolf Lodge
Williamsburg, VA
10.2017 - 10.2019
- Welcomed Great Wolf Lodge guests during check-in and check-out
- Handled guest telephone inquiries with promptness and courtesy, ensuring a positive guest experience.
- Processed reservations using property management system
- Took reservations from patrons by phone or online.
- Registered guests into the computer system accurately and efficiently.
- Verified guest identification and payment information
- Issued room keys and resort access materials
- Verified reservations, departures, and package details in hotel software.
- Entered guest reservations into the system accurately.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Posted late charges from restaurants, spa, and guest activities.
- Compiled and analyzed daily reports on guest activity, accounting expenses, income, and room service usage for management review.
- Prepared nightly reports for front office and management review.
- Coordinated with housekeeping and security during overnight lodge operations.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Documented guest feedback and complaints, escalated issues to management for resolution.
Home Care Provider
Home Instead Senior Caregiving
Newport News, Virginia
01.2016 - 10.2017
- Provided personal care support for Home Instead senior clients in home settings.
- Supported clients with bathing, dressing, grooming, and daily hygiene routines to promote dignity and personal well-being.
- Supported medication reminders and followed care plans with attention.
- Followed care plan and directions to administer medications.
- Prepared meals and snacks according to client preferences and family instructions, enhancing nutrition and satisfaction.
- Ensured clean and organized environment, contributing to client comfort and safety.
- Performed light housekeeping tasks including vacuuming, dusting, laundry, and meal preparation.
- Provided companionship and emotional support to enhance clients' well-being. by providing mental and emotional support.
Night Auditor
Comfort Inn & Suites
Williamsburg, Virginia
01.2015 - 01.2016
- Managed overnight front desk operations for Comfort Inn & Suites guests.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Balanced cash drawer and audited nightly reports to ensure accuracy and compliance.
- Registered guests upon arrival at the front desk., assigned rooms, and processed late arrivals.
- Managed reservations, cancellations, and phone inquiries to optimize guest experience.
- Compiled daily reports for management and morning shift handoff to facilitate operational continuity.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Responded to customer inquiries regarding hotel services, reservations, directions.
Education
Associate of Applied Science - Business Management
Miller Motte Business College
Wilmington, NC05-2000
Skills
- Entertainment management
- Event management
- Event planning
- Promotional strategy
- Budget management
- Entertainment coordination
- Entertainment software
- Guest services
- Hospitality management
- Staff training
- Teamwork and collaboration
- Public speaking
Accomplishments
- Employee of the Year 2018
- Spirit of the Wolf 2019
Timeline
Entertainment Manager
Great Wolf Lodge
06.2020 - 11.2025
Guest Services Supervisor
Great Wolf Lodge
10.2019 - 06.2020
Guest Service Agent and Night Auditor
Great Wolf Lodge
10.2017 - 10.2019
Home Care Provider
Home Instead Senior Caregiving
01.2016 - 10.2017
Night Auditor
Comfort Inn & Suites
01.2015 - 01.2016
Associate of Applied Science - Business Management
Miller Motte Business College