Cole Kramer Email & Phone Number

Disney'S Pop Century Resort

• Lead a team of over 30+ different Cast Members to successfully create happiness for over 2,800 guest rooms at Disney's Pop Century Resort independently• Manage resort operations based on Safety, Courtesy, Inclusion, Show, and Efficiency to maintain The Walt Disney Company guest-level standards utilizing many different applications and tools • Inspire Cast Members from all different backgrounds to achieve their best level of guest service by setting, tracking, and monitoring post-stay guest surveys goals and scores• Synergize with all Walt Disney World Resorts Cast Members to create an unforgettable guest experience for over 5,000+ guests a day

Disney'S Old Key West Resort

• Delivered high-quality guest service by modeling the Disney Top 5 Core Guest Service Principles to Guests over the phone and online using a variety of applications• Managed time appropriately within guest rooms and guest calls/ requests to complete assignments correctly • Partnered with house person, maintenance, and front desk Cast Members to create a positive guest experience• Utilized HotSOS, Lilo, and other apps to communicate with Guests and Cast Members effectively• Communicated with DVC members about resort services and assist in any questions about the Resort

Ames, Iowa, United States

• Provide 100+ guests with the highest level of professional and personalized services by anticipating their needs, initiating conversation, and offering insight and suggestions to enhance the guest experience• Utilize various computer programs to perform responsibilities and create a positive guest experience• Effectively communicate verbally and in written form with guests and team members in a faced-paced environment• Execute responsibilities and solve complex situations with no supervision appropriately

Ames, Iowa

• Led and supervised 25+ team members to ensure daily procedures are followed correctly and completed on time to control labor costs and create a seamless guest experience• Directed day-to-day operational decisions with guests, team members, and financial aspects• Inspired, recognized, monitored performance, coached and developed 25+ front desk and housekeeping team members from different cultures, backgrounds, and styles• Managed 80+ guest rooms independently and efficiently to exceed guests’ expectations• Organized guest information & special requests prior to arrival using detail-oriented skills• Utilized Windows and complex property management system to complete daily operations• Resolved any guest and employee concerns promptly and professionally using creative problem solving and decision-making skills in person, over the phone, and online• Communicated online and over the phone to guest reviews and ensure guest satisfaction

Ames, Iowa

• Promoted and sold ticket sales for Iowa State’s premier live-music club venue• Facilitated opening and closing procedures while monitoring the safety of the venue • Operated cash and credit sales and processed daily closing settlements• Led venue staff during special events in monitoring procedures and guests• Assisted in training and coaching of new staff on all procedures and security measures

Lake Buena Vista, Fl

• Ensured the safety of 100+ guests each day by completing HACCP temperature log • Created menu items in large quantities ensuring exceptional food quality and presentation • Controlled foodservice costs by portioning ingredients accurately during peak hours • Delivered outstanding personalized guest service to everyone staying at our Resort and built relationships with families during their vacation• Trained 5+ Cast Members on responsibilities and procedures around the resort

New Richmond, Wi

• Minimized food waste and controlled inventory to ensure efficient food production levels • Prioritized work duties along with guest's requests in order of importance and urgency • Prepared and revised an action plan to maximize efficiency during faced paced periods• Stocked and replenished over 100 different merchandise items accurately and efficiently• Reconciled cash drawer at the end of each shift and ensured proper cash handling procedures

New Richmond, Wi

• Coached 20+ new team members on restaurant safety and proper food handling procedures • Anticipated guest’s needs through tone of voice and body language to provide superb service • Assembled over 250 guest orders during each shift accurately and efficiently• Handled any guest conflicts quickly and in a professional and calmly manner• Operated large-volume cooking equipment safely and efficiently

Master Of Science - Ms, Hospitality & Tourism Management, 4.0 Gpa

Bachelor Of Science - Bs, Hospitality Management, 3.81 Gpa

Graduated Spring 2020 Manga Cum Laude Major: Hospitality Management Minor: Event Management 127 Credits Completed

Front Office Management

An online learning community for Choice Hotel Employees Classes include: Guest Service & Satisfaction, Hotel Security, Hotel Safety, Front.