Experience

Railbookers Group

• United States
• Travel Arrangements
• 1 - 100 Employee

• Guest Relations Manager

  • Dec 2019 - Present

• Guest Relations Supervisor

  • Oct 2018 - Dec 2019

  I am responsible for managing customer service complaints, inquiries, and requests. I handle inbound customer service calls for changes to reservations, issues with reservations, service disruptions, and customer complaints. We focus on One Call Resolution for any customer service issues for excellent customer satisfaction and ease of clientele. I also handle any outbound calls needed for advising clients of changes on their reservation and assistance with navigating service disruptions. On the day-to-day, I am also responsible for managing a team of 5 Guest Relations Specialists and making sure they are on track to be successful customer service agents. I manage schedules, track progress, and have monthly one-on-one meetings with the team to assist in their personal growth. Through this I am also responsible for data management of inbound/outbound calls to determine the team needed to best assist our clientele. For off-phone work, I am in charge of responding to customer care emails, as well as assisting in quality checking reservations, sending documents to passengers, and supervising the Sales team.When hiring, I am responsible for calling possible interviewees to phone screen and set up interviews. I then personally interview each potential candidate and hire who i see fit for the position. I arrange the training schedule once hiring has been completed, and play a large role in the actual training during the 2-week process. Show less

• Guest Relations Specialist

  • Apr 2018 - Oct 2018

  I was responsible for taking Inbound customer service calls and assisting clients with changes to reservations, upgrading their accommodations, and assisting with customer complaints and issues. I also was responsible for making outbound calls to alert clients of service disruptions and any changes to their reservations. For off-phone work, I was responsible for sending documents, answering emails, responding to Customer Care emails, and quality checking reservations. I also had to speak with hotel and tour vendors to arrange accommodations for clients and receive confirmations for reservations. Show less



Disneyland Resort

• anaheim california

• Attractions

  • Aug 2017 - Jan 2018

  I was responsible for the 4 keys of Disneyland; Safety, Efficiency, Courtesy, and Show. I was in charge of operating the ride, giving guests a fully immersive and pleasant experience, dealing with guest complaints, and assisting guests with disabilities. I was responsible for the 4 keys of Disneyland; Safety, Efficiency, Courtesy, and Show. I was in charge of operating the ride, giving guests a fully immersive and pleasant experience, dealing with guest complaints, and assisting guests with disabilities.



North Shore Music Theatre

• Beverly, MA

• Box Office Assistant

  • May 2017 - Aug 2017

  I was responsible for answering the phone and ordering tickets for customers. I packaged tickets for mail and in person pick-up as well as face-to-face interactions with customers at the front desk. I helped on show days with ticket distribution before performances. I was responsible for answering the phone and ordering tickets for customers. I packaged tickets for mail and in person pick-up as well as face-to-face interactions with customers at the front desk. I helped on show days with ticket distribution before performances.



WSU Class of 2017 Council

• Westfield State University

• Publicity Coordinator

  • May 2016 - May 2017

  Responsible for all advertising, flyers, and event communications for the class of 2017 council. Responsible for all advertising, flyers, and event communications for the class of 2017 council.



WSU Musical Theatre Guild

• Westfield State University

• Secretary

  • Feb 2016 - May 2017

  Responsible for note taking and email communications for the Musical Theatre Guild at Westfield State University. Also responsible for attendance and keeping of all records for the club. Responsible for note taking and email communications for the Musical Theatre Guild at Westfield State University. Also responsible for attendance and keeping of all records for the club.



Westfield State University Dever Stage

• Westfield, MA

• Stage Manager

  • Nov 2014 - May 2017

  Stage manage, Operate theater lighting, Operate theater sound system, Set stage for upcoming events and performances, Contact performers and relay information, Update website with information and pictures Stage manage, Operate theater lighting, Operate theater sound system, Set stage for upcoming events and performances, Contact performers and relay information, Update website with information and pictures



Essex River House Motel

• United States
• Hospitality

• Chamber Maid

  • May 2011 - Aug 2016

  Attend to guests, Maintain cleanly environment for guests, Assist guests special needs, Ensure safe and healthy environment Attend to guests, Maintain cleanly environment for guests, Assist guests special needs, Ensure safe and healthy environment