Philip Baker
Tustin,CA
Summary
Dynamic professional with a proven track record at The Walt Disney Company, excelling in high-pressure environments and delivering superior customer service. Skilled in team collaboration and effective multitasking, I significantly enhanced Guest satisfaction and repeat business through exceptional communication and complaint handling. Expertise in issue resolvement, Guest interaction, Guest experience, tailored service, and assistance both in peron and online.
Overview
7
7
years of professional experience
Work History
Guest Relations Host
Disneyland Resort
09.2017 - 06.2024
- Handled Guest concerns ranging, but not limited to, accessibility, general information, negative experiences, refunds, and ticket upgrades.
- Created positive first impressions for Guests through friendly greetings and genuine enthusiasm for their visit.
- Assisted in the distribution of various information materials including but not limited to theme park information, hotel services, dietary information, foreign currency exchange, and ticket information.
- Effectively diffuse concerns in high tense scenarios including but not limited to disability concerns, religious sensitivity, counterfeit currency, and security concerns.
VIP Tour Guide
Disneyland Resort
09.2019 - 06.2024
- Assisted Guests throughout their day to create a personalized experience that helped map out their day.
- Assessing the needs of each Guest and discussing their expectations, tailoring in personalized attraction and dining recommendations.
- Collaborated with other lines of business to create an exceptional, seamless Guest experience.
- Developed strong relationships with Guests by consistently delivering superior Guest service that resulted in repeat visits.
- Utilized various media to remain knowledgeable on current offerings and company heritage to share with Guests, driving brand awareness.
- Managed high-pressure situations while maintaining a professional demeanor, ensuring positive Guest experience.
- Adapted quickly to changing circumstances, implementing contingency plans as needed without compromising the Guests' experience.
Premium VIP Tour Guide
Disneyland Resort
03.2022 - 06.2024
- Escort for high profile Guests varying from corporate officials, foreign dignitaries, royalty, politicians, and celebrities.
- Coordinated effectively with security personnel, both company-provided as well as private security to safeguard the well-being of VIP Guests during their visit.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected changes and seamlessly adapting without compromising the wellbeing of the high profile Guest.
Guest Correspondence Agent
The Walt Disney Company
01.2018 - 03.2020
- Responded to Guest inquiries and feedback received about the Disneyland Resort and Aulani Disney Hawaii Resort via email, telephone, mail, online chat, and social media.
- De-escalated and resolved complex Guest situations which escalated to corporate-level with punctual, polite and professional service.
- Maintained accurate records of Guest communications, transactions, policies, and other relevant documentation.
- Provided valuable insights to management regarding Guest feedback, leading to strategic decisions on how best to improve service offerings and overall satisfaction levels.
Education
BBA - Business Administration And Management
California State University - San Bernardino
San Bernardino, CA05.2019
Skills
- Customer Service expertise
- Team Collaboration
- Multitasking proficiency
- Effective Time Management
- Adaptable to change
- Exceptional communication
- Interactive communication skills
- Complaint Handling
- Flexible and Adaptable
- Effective Multitasking
Timeline
Premium VIP Tour Guide
Disneyland Resort
03.2022 - 06.2024
VIP Tour Guide
Disneyland Resort
09.2019 - 06.2024
Guest Correspondence Agent
The Walt Disney Company
01.2018 - 03.2020
Guest Relations Host
Disneyland Resort
09.2017 - 06.2024
BBA - Business Administration And Management
California State University - San Bernardino
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