Zack Miller
Traverse City
Summary
Dynamic Front Desk Supervisor with a proven track record at Great Wolf Lodge, excelling in guest relations and staff development. Mastered reservations management and problem-solving, significantly enhancing customer satisfaction and repeat guests. Skilled in training teams to deliver exceptional service, leveraging time management and organizational abilities for peak operational efficiency.
Overview
5
5
years of professional experience
Work History
Front Desk Supervisor
Great Wolf Lodge
03.2024 - Current
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the brand.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Resolved guest complaints by addressing issues by using the L.E.A.P strategy
- Producing feedback to team members to ensure further learning
- Assisting with protecting company assets to ensure further revenue is achieved
- Opera cut-over support at LaGrange Georgia, and Williamsburg Virginia
Front Desk Agent
Great Wolf Lodge
03.2022 - 03.2024
- Collected room deposits, fees, and payments.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Promoted sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Trained new staff members in customer service techniques and hotel operations.
Retail Attendant
Great Wolf Lodge
02.2020 - 11.2022
- Engaged with customers on the shop floor, creating a welcoming atmosphere that encouraged repeat guests.
- Stocked merchandise, clearly labeling items, and arranging according to the item.
- Monitored customers for signs of security concerns and escalated issues to management.
- Cash handling
Education
Associate of Applied Science - Dental Assisting
Northwestern Michigan Collage
Traverse City, MI10-2023
Skills
- Guest relations
- Time management
- Proficient in Microsoft Office
- Problem-solving skills
- Team building and supervision
- Staff development
- Inventory oversight
- Sales and upselling
Timeline
Front Desk Supervisor
Great Wolf Lodge
03.2024 - Current
Front Desk Agent
Great Wolf Lodge
03.2022 - 03.2024
Retail Attendant
Great Wolf Lodge
02.2020 - 11.2022
Associate of Applied Science - Dental Assisting
Northwestern Michigan Collage
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