Chris Fertitta

Essential Duties & Responsibilities

Guest Experience & Service Excellence

• Deliver and uphold Four Diamond service standards at all times

• Proactively engage with guests to ensure a personalized and memorable stay

• Resolve guest concerns and service recovery situations promptly and professionally

• Act as Manager on Duty during shifts, providing visible leadership in the lobby

Front Desk Operations

• Supervise front desk operations including check-ins, check-outs, room assignments, and billing accuracy

• Ensure proper handling of cash, credit cards, and folios in compliance with hotel policies

• Monitor room inventory, upgrades, VIP arrivals, and special requests

• Coordinate with Housekeeping, Engineering, Valet, Bell Services, and Loss prevention

Team Leadership & Development

• Supervise, motivate, and coach front desk associates during shifts

• Assist with training new team members and reinforcing service standards

• Lead by example with professionalism, appearance, and guest-focused attitude

• Address performance issues in collaboration with Front Office Management

Administrative & Reporting

• Assist with daily shift reports, guest feedback tracking, and incident documentation

• Ensure compliance with safety, security, and hotel standards

• Communicate effectively with leadership for shift continuity

• Ordered and stocked retail for the gift shop
• Created a App for hotel communication for the entire resort (scheduling, tickets for housekeeping and ENG, and overall guest communication)

• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Trained new staff on correct procedures, compliance requirements, and performance strategies.
• Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
• Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
• Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
• Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
• Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
• Handled tasks and responsibilities for front office employees during periods of understaffing.
• Established strong rapport with returning guests while building new connections with first-time visitors.
• Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
• Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
• Resolved guest complaints by addressing issues with rooms promptly.
• Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
• Coordinated with sales department to identify potential leads from incoming inquiries.
• Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
• Increased repeat business by providing exceptional service and promptly handling guest feedback.
• Promoted upselling opportunities to maximize revenue through available add-ons and packages.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Supported revenue management strategies by closely monitoring occupancy rates and adjusting room pricing accordingly.
• Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
• Greeted and assisted guests by gathering information pertaining to reservations or requests.

• Managed a team of activity coordinators, providing training and support to ensure consistent high-quality experiences for guests.
• Enhanced guest experience by planning and executing a diverse range of activities for all age groups.
• Developed strong relationships with local vendors for activity supplies and services, ensuring competitive pricing and reliable service.
• Collaborated with other departments to create themed events and packages that increased bookings during off-peak seasons.
• Maintained safety standards across all activities, conducting regular audits and addressing any concerns promptly.
• Developed an employee recognition program that acknowledged outstanding performance among activity staff, promoting a positive work environment and increased job satisfaction.
• Facilitated guest feedback surveys and incorporated suggestions for continuous improvement of activity offerings.
• Implemented an online booking system for activities, streamlining the reservation process for both guests and staff members.
• Improved overall guest satisfaction with the implementation of new, innovative activities tailored to various interests.
• Optimized budget allocation for better resource distribution among different activities, resulting in improved efficiency without compromising quality.
• Created customized itineraries for special occasions such as weddings or corporate retreats, ensuring a personalized experience tailored to client needs.
• Assigned work to staff, set schedules, and motivated strong performance in key areas.
• Trained and supervised staff to consistently meet performance goals and customer service standards.
• Monitored budget and expenditures, keeping facility within budget.
• Developed and implemented marketing strategies to increase customer engagement and drive revenue.
• Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
• Ensured swimmer safety by vigilantly monitoring pool area and enforcing rules.
• Maintained a clean and safe facility, performing necessary cleaning tasks on a daily basis.
• Prevented accidents through regular equipment inspections and maintenance.
• Managed first aid supplies inventory, replenishing as needed to ensure availability during emergencies.
• Organized special events such as pool parties and competitions, ensuring guest enjoyment while maintaining safety standards.
• Streamlined rescue procedures by implementing an effective communication system among staff members.
• Self-motivated, with a strong sense of personal responsibility.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Learned and adapted quickly to new technology and software applications.
• Proved successful working within tight deadlines and a fast-paced environment.

• Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
• Trained new staff on correct procedures, compliance requirements, and performance strategies.
• 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 hotel brand.
• Collected room deposits, fees, and payments.
• Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
• Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
• Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
• Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
• Supported sales efforts by promoting hotel facilities and services during interactions with potential clients or guests.
• Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
• Kept accounts in balance and ran daily reports to verify totals.
• Handled tasks and responsibilities for front office employees during periods of understaffing.
• Managed front desk maintenance of client records and lab data.
• Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.

• Streamlined front desk operations for increased efficiency and improved guest experiences.
• Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
• Tracked attendance, recorded absences and addressed continual issues to maintain efficiency with fully staffed business.
• Developed strong rapport with guests through personalized service and attention to detail.
• Trained New employees
• Schedules for the Guest Service Agent Department
• Answered calls and wrapped up in under 3 minutes
• Worked in the box office, food stand, call center, bus greeters, and the GSA team.

• Improved management skills by participating in rigorous training programs and workshops.
• Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
• Gained knowledge of company policies, protocols and processes.
• Acted with integrity, honesty, and knowledge to promote culture of community
• Drafted, and published schedules for the Guest Service Agent Department
• Trained employees on ushering, scanning, parking, and bus greeting
• Got fluent experience in Provenue
• Worked in the Call Center
• Worked in the box office
• Worked in the food stands

Graduated

• Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
• Managed and improved customer service functions for reception and lounge areas.
• Checked documentation and corrected issues in prompt fashion.
• Directed staff to handle needs for individual guests to resolve issues and generate positive customer experiences.
• Regulated appropriate staffing levels to meet business and customer requirements.
• Greeted guests upon arrival and offered assistance.
• Assisted guests with check-ins, account inquiries and any additional services needed.
• Recommended hotel services or amenities that guest may find useful.
• Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.

• Played an active role in resolving guest complaints, leading to increased satisfaction scores and positive feedback from guests.
• Contributed to revenue growth by upselling additional amenities or services when appropriate during guest interactions.
• Trained new team members on best practices in delivering outstanding customer service in a fast-paced environment.
• Developed strong relationships with repeat guests, resulting in increased loyalty and return visits.

• Maintained fun, learning-focused atmosphere by smoothly handling conflicts and developing culture centered around collaboration and personal responsibility.
• Communicated with parents, staff and teachers regarding children or program issues.
• Monitored camper behavior during activities, effectively handling discipline situations and encouraging positive behavior.
• Supervised, guided and assisted students during crafts, art projects, games and other activities to provide developmental stimulation.
• Offered campers compassionate support for personal and social issues, helping each develop positive skills for dealing with interpersonal conflicts.
• Oversaw team of counselors and support team members.
• Supervised young campers in recreational activities such as youth sports, aquatics and arts and crafts.
• Safeguarded campers, providing general first aid and distributing medication to children as directed.
• Organized field trips to off-site locations and handled scheduling, transportation and payments.
• Performed staff evaluations and addressed areas for improvement.
• Trained and mentored new camp counselors in operations practices and camper-focused activities.
• Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
• Collaborated closely with other departments to meet guest needs and provide best possible experience.

• Greeted guests with smile and provided friendly, knowledgeable service.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Worked flexible hours; night, weekend, and holiday shifts.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Maintained energy and enthusiasm in fast-paced environment.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
• Collaborated closely with other departments to meet guest needs and provide best possible experience.

• Made magic for all guests to ensure a magical vacation no matter the cost.
• Always made a guest feel welcome
• Sept with difficult situations to meet the guests need
• Set and managed policies for concierge services and guest relations.
• Reviewed upcoming events and planned for expected challenges.
• Maintained high employee satisfaction and performance with hands-on and collaborative style.

• Resolved guest issues by identifying source of complaint and formulating corrective action with supervisor.
• Cleaned rides and attractions to reduce spread of germs and bacteria.
• Engaged safety devices and monitored attraction during operation to reduce safety risks.
• Followed posted height and age restrictions and denied access to attraction for guests under minimum requirements.
• Operated rides and attractions according to written guidelines to reduce injuries.
• Assisted guests with transactions for rides and attractions to facilitate fun and exciting experiences.
• Performed troubleshooting and routine maintenance to keep equipment in optimal working condition.
• Latched safety gate after guests entered and exited to avoid unauthorized access to attraction area.
• Ascertained wants and needs of guests and developed games and attractions to facilitate enjoyment.
• Constructed displays and easy-to-read signage to help guests navigate attractions area.
• Conducted inventory, stocking and merchandising to track supplies and placed Timeframe orders.
• Leveraged POS system to sell tickets, passes, food and retail items.
• Promoted safety of visitors and mitigated liability risks by monitoring recreation areas, enforcing rules and safety policies.
• Maximized customer service and satisfaction by providing directions to visitors regarding requested locations, events and landmarks.
• Delivered information and details of interest about facility to visitors.
• Issued tickets to customers and collected payment and fees for desired services.
• Oversaw refreshments counter, selling food items to customers and maintaining sufficient stock of products and supplies to meet expected needs.

• Responded promptly to emergencies on lake front and in water, administered first aid and CPR and coordinated hospital transportation for 2 years.
• Patrolled lake to check on beach-goers and identify unauthorized activities such as alcohol use.
• Observed swimmers to quickly detect signs of distress and dangerous animal activity.
• Verified first aid supplies each day to effectively handle any emergency.
• Met regulatory compliance for staff members and led safety training to enhance lifesaving skills.

• Certification from BSA National Camp School
• Spearheaded innovative approaches to resource allocation and strategic planning.
• Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
• Conducted orientation sessions and organized on-the-job training for new hires.

WORK WHEN NEEDED THERE. ANSWER PHONES, FILE, ETC.

• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

• Performed proper maintenance of lighting equipment, ensuring safety and quality operations.
• Programmed consoles and loaded automated color change systems prior to events.
• Worked with other lighting technicians in set-up and operation of lighting equipment in television and film platforms.
• Enforced adherence to health and safety regulations.
• Minimized risk of fire or electrical shock by using optimal safety procedures.
• Customized lighting strategies based on specific television, theater and concert requirements.
• Observed students to assess abilities, interests and learning objectives for personalized lesson planning.
• Educated students on ROCK CLIMBING by applying variety of instructional techniques within hands-on curriculum.
• Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
• Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
• Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
• Scanned, received and sent faxes to insurance claims, co-pay assistance information and patient documentation.
• Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
• Maintained payroll information by calculating, collecting and entering data.
• Collaborated cross-functionally to efficiently meet project demands and accomplish schedule targets.
• Established positive relationships with customers and other staff members.
• Prepared annual budgets with controls to prevent overages.
• Drove year-over-year business growth while leading operations, strategic vision and long-range planning.

DELT WITH ALL SPORTS AND ACTIVITIES AS WELL AS MANAGING TIMES OF GAMES AND WHICH TEAM TO PLAY. ETC. BOOK, CLOCK

• Added and subtracted points from scores, tabulated penalties and keep accurate totals for each game.
• Consulted with officiating team to discuss violations and play problems, coordinate responses and implement resolutions.
• Monitored play times and elapsed time during particular events, stopping clocks to meet regulatory requirements.
• Communicated with fans, coaches, players and other umpires.

• WORKED AT EVERYTHING AT PANERA, LINE, BARISTA, CASH, ETC.
• Worked varied hours to meet seasonal and business needs
• Managed customer relations through communication and helpful interactions

• Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones
• Improved success of program by making proactive adjustments to operations
• Met with project stakeholders on regular basis to assess progress and make adjustments
• Provided ongoing direction and leadership for program operations

RUN THE EVENTS WHEN THERE IS EVENTS AS EVENT MANAGER

• Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.