Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tommy Jenson

Waukesha,WI

Summary

Service-minded professional with nearly five years experience in luxury hospitality, four of which were at Arizona's #1 resort, Castle Hot Springs. Two-plus years of experience in guiding guests in on- and off-property excursions. Also possess experience at the #1 ranked resort in Utah. Seeking to leverage my experience in hospitality and guiding with a shift to sales in the hospitality field.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Adventure Guide

Castle Hot Springs
09.2021 - 11.2023
  • Guided groups of up to 20 guests on scheduled tours, including Via Ferrata, scenic e-bike tours of the Sonoran Desert, slot canyon exploration, Sonoran aerial walkway, guided hikes, history tour and mindfulness activities
  • Served on medical team, in which certified WFA's and WFR's responded to guest and staff medical needs in a remote canyon with swiftness; inventoried and ordered medical supplies; trained other departments on emergency medical response
  • Performed equipment maintenance checks to a 5-star safety standard, including climbing gear, bike helmets, hiking gear, and performing basic bike tune-ups post ride
  • Arranged for additional resources and personnel when needed to accommodate special tour requests, e.g. private tours, tours in which guests had physical limitations, picnic requests, etc.
  • Worked closely with pre-arrival coordinators, front desk agents, bellmen, food and beverage and farm team to create a seamless flow of information for optimal guest experience

Activities Coordinator

Castle Hot Springs
09.2021 - 11.2023
  • Acted as concierge between guests and the Activities & Adventure Department, conveying such information as trail conditions, trail closures, weather reports, recommending off-site recreational options not offered by resort
  • Coordinated, sold and upsold all guest activities and adventures post check-in
  • Created events for guests on special occasions (e.g. October 2023 annular eclipse viewing, Christmas caroling)
  • Made adjustments to guest schedules when necessary (e.g. balancing a late tour with early dinner time)
  • Responsible for closing out activities and adventures in Book4Time upon completion so that charges could be posted to OPERA by front desk agents
  • Used "luxury language" to engage with guests in a courteous, professional, and upbeat friendly manner.
  • Worked closely with pre-arrival coordinators, front desk agents, bellmen, food and beverage and farm team to create a seamless flow of information for optimal guest experience

Oasis Ambassador

Castle Hot Springs
11.2019 - 10.2021
  • Greeted guests upon arrival to create welcoming atmosphere
  • Unloaded guest luggage, park vehicles, check guests into rooms in an efficient, safe and professional manner
  • Provided guests with rides to dinner, lodge, hot springs, etc. upon request

Bell/Transportation

Amangiri
04.2019 - 10.2019
  • Escorted guests and transported luggage to assigned rooms and explained important features of rooms
  • Responded immediately to any guest requests or concerns and promptly resolved issues.
  • Drove guests in a safe, efficient and professional manner in long distance transfers (e.g. resort to PHX Sky Harbor; resort to Las Vegas; resort to Flagstaff) and day excursions (e.g. UTV tours, hot air ballon rides, Lake Powell)

Education

Bachelor of Arts - Urban Studies And Sociology

University of Wisconsin - Milwaukee
Milwaukee, WI
06.2017

Associate of Arts - General Studies

University of Wisconsin - Waukesha
Waukesha, WI
06.2015

Skills

  • Customer service/customer engagement
  • Direct customer engagement before, during and after tours
  • Selling and upselling tours
  • Complaint Handling
  • Staff Training

Certification

Wilderness First Responder (Issued September 2022)


Certificate in Hospitality and Tourism Management, Florida Atlantic University (Issued April 2020)

Timeline

Adventure Guide

Castle Hot Springs
09.2021 - 11.2023

Activities Coordinator

Castle Hot Springs
09.2021 - 11.2023

Oasis Ambassador

Castle Hot Springs
11.2019 - 10.2021

Bell/Transportation

Amangiri
04.2019 - 10.2019

Bachelor of Arts - Urban Studies And Sociology

University of Wisconsin - Milwaukee

Associate of Arts - General Studies

University of Wisconsin - Waukesha
Tommy Jenson