Tommy Jenson
Castle Hot Springs
Waukesha,WI
5
years of professional experience
1
Certification
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.
Work History
Adventure Guide
2 Years 2 Months- 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
2 Years 2 Months- 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
1 Year 11 Months- 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
6 Months- 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
Associate of Arts - General Studies
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 - 11.2023Read More
Activities Coordinator
Castle Hot Springs
09.2021 - 11.2023Read More
Oasis Ambassador
Castle Hot Springs
11.2019 - 10.2021Read More
Bell/Transportation
Amangiri
04.2019 - 10.2019Read More
University of Wisconsin - Milwaukee
Bachelor of Arts from Urban Studies And Sociology
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University of Wisconsin - Waukesha
Associate of Arts from General Studies
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