Naveen Othman
Stroudsburg,PA
Summary
Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Accomplished professional with extensive experience in animal healthcare. Skilled in laboratory procedures, medical record-keeping, and client relations. Possesses excellent communication and customer service skills to deliver quality patient care.
Overview
4
4
years of professional experience
Work History
Guest Services Supervisor
Great Wolf Lodge
01.2023 - Current
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Processed guest payments and provided accurate change.
- Supported team members by offering constructive feedback and coaching as needed.
- Reviewed upcoming events and planned for expected challenges.
- Maintained up-to-date knowledge of products and services offered.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Trained junior team members in customer service strategies and property policies.
- Monitored team performance to confirm customer service standards were consistently met.
- Analyzed customer feedback to identify areas requiring improvement.
- Led weekly staff meetings to maintain continuity of service and quality standards.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Developed and implemented promotional strategies to increase occupancy.
- Supervised team of 30 front desk agents and helped to resolve issues arising during shifts.
- Implemented successful strategies to increase customer satisfaction.
- Oversaw day-to-day operations of 600-room hotel with staff of 800 employees.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Evaluated and promptly resolved lodging facility operational issues.
- Created and managed accurate occupancy forecasts and budgets.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Set and managed policies for concierge services and guest relations.
Emergency Veterinary Technician
Barton Heights Veterinary Hospital
11.2020 - 01.2023
- Monitored vital signs of animals during surgical procedures and provided postoperative care.
- Interacted with clients regarding animal health, questions and concerns, education on treatment protocol and general procedures.
- Administered prescribed injectable controlled substances, tranquilizers, sedatives and injectable or inhalant anesthetics.
- Performed fecal examinations, urinalysis and bloodwork.
- Prepared, sterilized and maintained medical instruments and equipment.
- Maintained detailed records of animal health care and diagnostic treatments.
- Obtained patient history from owners and performed physical examinations.
- Collected and prepared specimens for laboratory testing.
- Assisted in preparation and administration of anesthesia for surgical processes.
- Administered oral or topical medications to boarding patients as specified by veterinarian in animal's medical record.
- Administer medications, vaccines and treatments as instructed by veterinarian.
- Assisted veterinarians with radiographs and ultrasounds.
- Filed daily progress records, surgery logs, x-ray logs, and routine records.
- Educated clients on nutrition, preventive health and other animal care.
- Performed dental cleanings using ultrasonic scaler.
- Administered vaccinations to variety of animal species.
Veterinary Technician
Pocono Lake Animal Hospital
09.2019 - 11.2020
- Restrained animals to protect veterinarians from potential harm.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Administered medications to animals in treatment and documented changes in condition.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
- Greeted pet owners and went over available services, outlined costs, and determined special needs of animals under care.
- Answered owner animal health questions and advised on best care practices.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Collected patient biopsies and blood samples for laboratory analysis.
- Performed radiograph testing to assist doctors in making informed diagnoses and determining best treatment plans.
- Interacted with clients regarding animal health, questions and concerns, education on treatment protocol and general procedures.
Education
Associate of Arts - Biology
Northampton Community College
Bethlehem, PA05.2025
High School Diploma -
Calvin High School
Sacramento, CA05.2017
Skills
- Guest Relations
- Check-In Procedures
- POS Transactions
- Implementation Strategies
- Treatment Administration
- Inhalant Anesthesia Administration
- Medical History
- Client Education
- Subcutaneous Injections
- Monitoring Recovery
- IV Fluid Administration
- Lab Operations
- Post-Surgical Clean Up and or Sanitation
- Patient Positioning
- General Anesthesia Monitoring
- Suture Removal
- Dental Radiology
- Pre-Anesthetic Preparation
- Maintain Controlled Drug Inventory
- Dietary Recommendations
- Patient Discharges
- Oral and Topical Medication Administration
- Explaining Treatment
- Surgical Procedure Support
- IV Placement
- Medication Dispensing
- Euthanasia
- Contrast Studies
- Laboratory Assay Analysis
- Preventive Care
- Controlled Substance Management
- Customer Relationship Management
- Guest Registration
- Guest Satisfaction
- Customer Service Standards
- Resolving Disputes
- Constructive Feedback
- Strategic Planning
Timeline
Guest Services Supervisor
Great Wolf Lodge
01.2023 - Current
Emergency Veterinary Technician
Barton Heights Veterinary Hospital
11.2020 - 01.2023
Veterinary Technician
Pocono Lake Animal Hospital
09.2019 - 11.2020
Associate of Arts - Biology
Northampton Community College
High School Diploma -
Calvin High School
Similar Profiles
Jahongir BerkinovJahongir Berkinov
Lifeguard at Great Wolf Lodge|2501 Great Wolf Dr 45040Lifeguard at Great Wolf Lodge|2501 Great Wolf Dr 45040
Leonardo RedigoloLeonardo Redigolo
Lifeguard at Great Wolf LodgeLifeguard at Great Wolf Lodge
Montana CannonMontana Cannon
Security Guard/Overnight Manager On Duty at Great Wolf LodgeSecurity Guard/Overnight Manager On Duty at Great Wolf Lodge
Rebekah ChristianRebekah Christian
Food Server at Great Wolf LodgeFood Server at Great Wolf Lodge
Gabrielle PalmeroniGabrielle Palmeroni
Sales Support and International Accounts Specialist at Swim USASales Support and International Accounts Specialist at Swim USA