Vanessa Phillips
Rancho Cucamonga,CA
Summary
Welcome Center Representative effective at delivering positive guest relations, distributing collateral information and supporting administrative efforts. Knowledgeable about facility operations and typical visitor needs. Consistently provides accurate information, directions and assistance to visitors.
Overview
11
11
years of professional experience
Work History
Guest Relations
Disneyland Resort
04.2022 - Current
- Provide extraordinary guest service for both internal and external guests and fellow cast members; answer questions and offer information in a courteous manner. Seek to provide assistance to guest, where appropriate.
- Cash handling
- Ability to handle situations in a quick and orderly manner; offer services when appropriate and when necessary.
- Itinerary planning; being able to give tips and advice, making their trip more memorable and less stressful during their stay
- Secured revenue by promoting and facilitating opportunities to establish guest relations and drive client retention.
- Anticipated guests' needs, responded promptly to questions and concerns and continuously maintained positive guest relations.
Attractions Host
Disneyland Resort
09.2021 - 03.2022
- Facilitated efficient exits from attractions by detailing proper procedures and reminding guests to collect belongings before disembarking.
- Assisted guests onto rides and found appropriate partners for singletons to maximize ride capacity.
- Performed opening monologue and shared important safety information before activating ride.
- Submitted work orders and requested immediate assistance when needed to keep attraction in tip-top shape.
- Monitored guests and enforced rules, maintaining safety for visitors and staff.
Park Services Matron
Universal Studios Hollywood
12.2014 - 03.2022
- Maintaining cleanliness and quality of restrooms includes wiping mirrors and countertops, cleans overflowing toilets, empty trash cans, spray air freshener, sweep, and mop floors, etc.
- Maintain organization, and stock of toiletries in the restrooms. Keeps towels, toilet paper, seat cover, and soap dispenser filled. Report any maintenance concerns.
- Promote and provide extraordinary guest service for both internal and external guests; answer questions and offer information in a courteous manner. Seek to provide assistance to guests, where appropriate.
- Assisted in maintaining safe work environment for team members and guests through visual inspection of common areas during shift.
- Understand and demonstrate the proper use of safety practices and ensures department standards are maintained and safety policies for the park upheld
- Perform other duties as assigned, such as sweeping areas of the park, emptying trash cans, detailing, etc.
Education
High School Diploma -
Chaffey High School
Ontario, California05-2014
Associate of Arts - American Sign Language
Chaffey College
Rancho Cucamonga, CA12-2027
Skills
- Guest account management
- Effective relationship building
- Relationship and community building
- Cash register systems
- Refund handling
- Cash handling expertise
Timeline
Guest Relations
Disneyland Resort
04.2022 - Current
Attractions Host
Disneyland Resort
09.2021 - 03.2022
Park Services Matron
Universal Studios Hollywood
12.2014 - 03.2022
High School Diploma -
Chaffey High School
Associate of Arts - American Sign Language
Chaffey College
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Languages
English
Native or Bilingual
Spanish
Elementary
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Processed and sorted average of 40 pieces of mail per day.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
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