Ian Cook Email & Phone Number

Orlando, Fl, Us

• Optimizes room inventory and occupancy through strategic room assignment and inventory management using analytics.• Collaborates with Group Sales to facilitate pre-arrival communication with clients, ensuring a seamless experience.• Conducts analysis of Group reporting to ascertain future blocking requirements for upcoming Group arrivals.• Create professional decks to showcase new initiatives and discover new areas of opportunity for improvement.• Directly supports 25 individual resort hotels and has assigned over 150,000 reservations with daily tasks.• Partners with the Yield Management team to optimize selling strategies. • Conducted a SQL basics class for peer education and reporting analytics.• Participated in the data migration project from Teradata to Snowflake, ensuring data integrity for team reporting.• Collaborated on the department’s Development Committee, focusing on process improvements and reporting changes.

Lake Buena Vista, Fl

• Initiate personal contact while building relationships with Guests in regards to real time MyMagic+ challenges• Use a strong knowledge base of MyMagic+ technology, systems, and applications to assist in improving the Guest Experience.• Partner with multiple lines of business on a daily basis to exceed the expectations of the Guest, while preserving and building trust in the Disney brand.• Utilize MyMagic+ to not only resolve challenges, but to build Guest affinities and to deliver surprise & delight moments.• Participate in new tests to assist in improving the Guest Experience, while thoroughly recording and reporting findings for future enhancements.

Lake Buena Vista, Fl

• Created a streamlined inventory and ordering system as a Front Office supplies team liaison.• Frequently updated and maintained a Front Office SharePoint site detailing vital information for Cast Member use.• Operated daily in an operations support role assisting on stage Cast Members with system challenges over the phone.• Provided quick and efficient Guest Service ensuring our Guests experience a minimal wait time.• Trained new Cast Members on concierge ticketing systems, back office operations, and food safety in our concierge lounges while exemplifying the Disney 4 Keys Basics.

Portsmouth, New Hampshire

• Performed daily tasks while maintaining Hilton standards for Guest arrival and departure.• Assisted guests with questions in reference to their hotel folio, and quickly solved any accounting issues.• Processed nightly finance and room occupancy reports for our corporate offices, and filed the reports accordingly.• Trained new employees to the company in cash handling, Hilton standards, and night audit reporting.

Orlando, Florida

• Ensured seamless concierge services for Guest arrival and departure with a personalized check in.• Handled elevated Guest situations and pro-actively looked for solutions with little Guest impact.• Demonstrated knowledge of entertainment, dining, spa and golf within the Central Florida area and provided concierge guests with options.• Assisted concierge level guests in planning their personalized itinerary, meeting the guests needs and desires.

Orlando, Florida

• Upheld the Hyatt service standards while assisting in registering guests to their assigned rooms.• Trained new front desk agents in the property management and reservations systems.• Provided exemplary Guest Service Recovery in a courteous and timely manner, appropriate to the situation.

Bachelor Of Science, Hospitality Management

Associate Of Arts, Liberal Arts