Kassandra Ibarra
Waukegan
Summary
Detail-oriented manager with expertise in call escalation resolution, scheduling/event planning and customer service operations. Proven track record of driving guest satisfaction and maintaining quality standards during peak periods on a financial and staff-based standpoint.
Overview
3
3
years of professional experience
Work History
Guest Services Manager
Great Wolf Lodge Resort
Gurnee
11.2024 - Current
- Managed guest inquiries and resolved complaints to ensure satisfaction.
- Coordinated staff schedules for optimal coverage during peak hours.
- Monitored customer service operations to ensure quality standards were met.
- Created reports on daily transactions and sales activity for management review.
- Monitored reservations to track incoming parties and special events.
- Scheduled space or equipment for special programs, meetings and conferences.
- Ensured proper maintenance of facilities used by guests.
Food and Beverage Supervisor
Great Wolf Lodge Resort
Gurnee
06.2023 - 07.2024
- Managed scheduling and staffing to optimize service levels during peak hours.
- Ensured compliance with health regulations and sanitation standards in all areas.
- Coordinated inventory management and ordering of supplies for dining venues.
- Conducted daily staff meetings to discuss work performance, customer service issues and operational concerns.
- Reviewed weekly sales reports to identify trends in sales volume for menu items.
Education
Associate of Arts - Business Administration And Management
College of Lake County
Grayslake, IL12-2027
Skills
- Customer service
- Scheduling coordination
- Bilingual communication
- Conflict resolution
- Promotions
- Multitasking and organization
- Call escalation resolution
Languages
Spanish
Professional
Timeline
Guest Services Manager
Great Wolf Lodge Resort
11.2024 - Current
Food and Beverage Supervisor
Great Wolf Lodge Resort
06.2023 - 07.2024
Associate of Arts - Business Administration And Management
College of Lake County