SPENCER S. STRANGE
Clinton Twp
Summary
Polite and accommodating professional bringing several years of experience in hospitality settings. Guest service professional with extensive experience at Holland America Princess, specializing in conflict resolution, and cultivating a positive team culture. Demonstrated ability to enhance satisfaction when working with guests, families, and VIPs, to promote brand loyalty.
Overview
9
9
years of professional experience
7
7
Certifications
Work History
Guest Service Assistant Manager
Holland America Princess
Denali Park
04.2024 - 09.2025
- Supervised front desk operations for a large seasonal resort serving thousands of guests daily
- Trained, scheduled, and supported a diverse team of guest service agents to deliver exceptional hospitality
- Handled guest escalations and collaborated with departments across the lodge and other Princess Lodge properties to resolve issues efficiently
- Ensured alignment with Princess Cruise Line standards and helped foster a positive, high-performing team culture
Guest Service Supervisor
Holland America Princess
Denali Park
04.2023 - 09.2024
- Greet and assist guests upon arrival, ensuring a warm and welcoming experience
- Assist in onboarding and mentorship programs, fostering a strong, customer-focused team culture.
- Assisted in inventory management, staff training, and compliance enforcement, ensuring operational efficiency
- Optimize staff scheduling and workload distribution, balancing efficiency with service quality.
- Manage phone inquiries and coordinate scheduling of tours efficiently.
- Address diverse guest needs attentively and professionally to ensure satisfaction.
Cruise Director
Continental Services
Detroit
03.2022 - 02.2023
- Managed daily operations of onboard events, overseeing staff and resources efficiently.
- Led training sessions for new team members on customer service and event management.
- Developed relationships with vendors to secure quality entertainment and supplies.
- Facilitated communication between departments to ensure seamless event execution.
Guest Service Representative
Holland America Princess
Denali Park
04.2018 - 09.2019
- Serve as the first point of contact for thousands of international guests, ensuring a welcoming and professional arrival experience.
- Handle guest check-ins, reservations, and itinerary adjustments, coordinating with multiple departments to streamline operations.
- Deliver personalized recommendations on excursions, dining, and activities, enhancing the overall guest experience.
- Recognized by management for outstanding customer service and adaptability in fast-paced, high-stakes environments.
Server Assistant
Xanterra Travel Collection
Grand Canyon
10.2018 - 03.2019
- Assisted servers with order delivery and customer service support.
- Maintained cleanliness and organization of dining areas throughout shifts.
- Prepared tables for service, including setting up linens and tableware.
- Monitored guest needs and promptly addressed any requests or concerns.
Lead Deckhand
American Cruise Lines
Guilford
08.2017 - 10.2017
- Supervised deck operations and ensured safety protocols were followed.
- Trained new deckhands on equipment usage and safety measures.
- Assisted passengers with boarding and disembarking procedures smoothly.
- Collaborated with crew members to enhance teamwork and communication onboard.
Stunt Performer - Festival of the Lion King
Walt Disney Company
Orlando
08.2016 - 03.2017
- Executed high-energy stunts for live performances and film productions.
- Assisted in rehearsals to ensure precise timing and execution of stunts.
- Communicated effectively with crew members during complex stunt sequences.
- Performed high-risk stunts for live television and filming of commercials.
- Assisted in rigging and setup of stunt props, such as wires, trampolines, airbags.
Education
High School Diploma -
L'Anse Creuse High School
Macomb, MI06-2016
Skills
- High-pressure problem solving
- Conflict resolution
- Front desk operations
- Event coordination
- Staff Training
- Team leadership
- Attention to detail
- First aid training
- Workplace safety compliance
- Guest relationship management
- Proficiency in Executech
- Proficiency in TourStar
- Proficiency in Microsoft Office
Certification
Safety Awareness & Compliance (American Red Cross)
Languages
English
References
References available upon request.
Timeline
Guest Service Assistant Manager
Holland America Princess
04.2024 - 09.2025
Guest Service Supervisor
Holland America Princess
04.2023 - 09.2024
Cruise Director
Continental Services
03.2022 - 02.2023
Server Assistant
Xanterra Travel Collection
10.2018 - 03.2019
Guest Service Representative
Holland America Princess
04.2018 - 09.2019
Lead Deckhand
American Cruise Lines
08.2017 - 10.2017
Stunt Performer - Festival of the Lion King
Walt Disney Company
08.2016 - 03.2017
High School Diploma -
L'Anse Creuse High School