Jonathan Tanco Email & Phone Number

Poole, England, Gb

Poole, England, Gb

Managing the front of house operations for Orlando SEA LIFE Aquarium consisting of the: - Dive Team - Groups & Events Team - Admissions Team - Guest Experience Team

Poole, England, Gb

Placement 4: LEGOLAND California Resort, HotelsPlacement 3: Madame Tussauds New YorkPlacement 2: SEA LIFE Aquarium & LEGOLAND Discovery Center, Kansas CityPlacement 1: LEGOLAND Florida Resort, Admissions Department

Poole, England, Gb

LEGOLAND Discovery Center, Dallas/Ft. Worth• Admissions staff for Legoland Discovery Center selling general entry and cluster tickets, processing vouchers from trade partners, processing tickets for tour groups, and processing annual pass cards.• Focus on delivering excellent customer service while maintaining a high up-sell percentage of extraneous Dallas/Ft. Worth cluster products.

Poole, England, Gb

The Sydney Tower Eye, Observation Deck• Managed front of house staff at The Sydney Tower Eye with a focus on admissions and guest experience.• List of duties: all cash handling and reporting, reporting admissions sales and revenue statistics, reporting food and beverage and retail revenue, managing staff rotations, training staff, answering customer calls, selling/reserving spots for second gate experience, responding to and finding solutions to customer complaints, processing refunds, scheduling/rescheduling guests for second gate experience, and communicating with the Skywalk team to create seamless customer experience during visit.• During this time I implemented several new operational procedures to deal with several shortcomings at the attraction. These included greater interaction with upselling trackers to drive sales, new methods for reserving trade and guests reservation requests via Accesso Passport, Accesso Passport training for admissions staff and fellow supervisors, better information delivery of trade schedules to staff, individual staff rotation schedule system, managed several crisis periods during peak season including several days when Accesso went offline for long periods of time and a heat wave which caused a power outage resulting in the attraction’s closure for 15 hours.

Poole, England, Gb

Darling Harbour Attractions• Admissions staff for Darling Harbour Attractions (Sydney Sea Life Aquarium, Madame Tussauds Sydney, Sydney Wild Life Zoo) selling general entry and cluster tickets, processing vouchers from trade partners, processing tickets for tour groups, and processing annual pass cards.• Focus on delivering excellent customer service while maintaining a high up-sell percentage of extraneous Merlin Sydney cluster products.• Achievements: highest seller of Sydney cluster 5 and cluster 2 tickets, highest seller of Sea Life second gate attraction tickets, highest overall up-sell percentage amongst all Admissions employees.

Seattle, Wa, Us

• Executed all store operations during each shift and when the store manager was not present. Managed store opening procedures the first 5 months and store closing procedures the following 5 months.• Responsibilities included: successful store operations through effective leadership, excellent communication skills not only in training and delegating responsibilities to coworkers but also in high pressure situations with customers and staff, cash and inventory management, and the ability to anticipate customer and store needs and react with strong retail knowledge and interpersonal skills.• Examples: Prep of food and beverages within strict time constraints at opening, management of employees and food service during peak periods delivering excellent customer service while working under high pressure, cash management at start, middle, and end of day, assignation of responsibilities and tasks to employees without micromanaging, leadership by example, maintenance of excellent customer service in a potentially violent situation, training of both new employees and other shift managers, relay of store operations information to both store manager and district manager.

Seattle, Wa, Us

• Trained in the preparation and service of hot and cold espresso beverages both according to Starbucks standards as well as customer specifications.• Adhered to the “Starbucks Experience”, the strict Starbucks ethos on excellent customer service and motivated coworkers to do the same by leading through example.