Guest Service Advisor

ALEXA LUCIA GARCIA

407-***-**** · *****.******@******.***

EXPERIENCE

WALT DISNEY WORLD - ALL-STAR SPORTS

BACK OFFICE SUPPORT / RELIEF FRONTLINE SERVICE ADVISOR OCTOBER 2022- PRESENT

● Provide support for frontline Cast, and ensure strong cast knowledge of our products

● Assist Cast Members in the daily operation by being readily available at all times

● Partner with different lines of business to create a better Guest experience

● Encourage our Cast Members to actively engage with Guests

● Manage labor by utilizing Cast Deployment System

● Resolve Guest challenges with empathy and a calm demeanor CONCIERGE / RUNNER MARCH 2022 – PRESENT

● Efficiently deliver Guest packages and amenities around the Resort

● Process payments on Guests folios including cash, foreign currency exchanges, card, and gift cards

● Utilize HOTSOS access to help our Guest get more towel, or need their room to be serviced

● Assisted during hurricane ride out for guest who needed to extend their stay, or assist with comp tickets for guest that had park reservation

UNIVERSAL STUDIOS ORLANDO

ATTRACTIONS ATTENDANT / TRAINER MAY 2015 – MARCH 2022

● Efficiently assisted with Guest flow throughout Haunted Houses during Halloween Horror nights, earning an award for having 1,000 guest come through “The Haunting of Hill House”

● Provided Superior Guest Service by continuously going above and beyond during the pandemic, earning the “Guest Service Star” Award

● Efficiently and effectively dispatched trains in under two minutes, transporting 1,500 Guests per hour

● Assisted with a new initiative with transitioning The Hogwarts Express from an attraction to a mode of transportation from park to park, scanning in admission tickets

● Trained and developed new Team Members

● Greeted Guests with a themed spiel to create an immersive experience

● Delegate tasks and communicated clearly to Team Members during attraction down times SKILLS

● Fluent in English, Spanish and Portuguese

● Proficient in Hero, Hotel Experience (ROS), Guest Service Suite, Excel

● Excellent Guest Service Skills

● HOTSOS

● Outlook

Contact this candidate