Elizabeth Sundstrom Email & Phone Number

Cleveland, OH, US

Cleveland, Ohio, United States

• Supports Guest Experience Team for ~150 + events annually, inviting a crowd of up to 18,500+ fans per event.
• Manage and collaborate with Guest Experience Team Leaders responsible for 350+ part time event Team Members.
• Monitor and update Team Member attendance and counseling records and enforce discipline matrix guidelines to ensure Team Member compliance with policies.
• Refine department Standard Operating Procedures.
• Develop and facilitate training programs for the Guest Services Ambassadors and Guest Experience Team Leaders.
• Point of contact for ADA and accessibility services.

Orlando, Florida, United States

• Maintaining safety standards in all aspects of the operation including transportation and loading/unloading procedures on trams, rideshare coordination, and traffic operations.
• Monitoring and strategically adjusting to guest flow in high congestion areas whilst maintaining all aspects of the 5 keys – Safety, Courtesy, Efficiency, Inclusion, and Show.
• Facilitate in flow of traffic operations and ensuring guests are reaching their destination in a safe and effective manner.
• Memorizing and delivering safety spiels on courtesy trams whilst keeping the guest experience and safety a priority.
• Worked to be educated on property wide FAQ’s such as park events, utilization of the My Disney Experience features, common guest relations inquiries, and general park wayfinding and personalized recommendations.

Centerville, Ohio, United States

• Supervise daily operation of the entertainment center including a 5,000 square foot two floor laser tag arena, a laser maze, an escape room, an arcade, two party rooms, virtual reality experience, and a snack bar.
• Assist guests with booking events working to customize each booking to fit the aspirations of the host
• Manage cash procedures for large amounts of cash including counting and documenting daily revenue from cash and credit sales.

Centerville, Ohio, United States

• Check guests in for laser tag missions, virtual reality, and escape room experiences as well as check in guests for private events.
• Handle cash and operate POS.
• Complete opening and closing procedures.
• Deliver engaging briefings while focusing on guest safety and experience.

Cincinnati, Ohio, United States

• Operate 8 different Visitor Experience locations including ride locations such as the conservation carousel and electric train, the welcome center, ticket windows, welcome center, turnstiles, and the kanga klimb course.
• Assist guests with concerns or questions in the Welcome Center
• Manage cash procedures for large amounts of cash from various locations.
• Provide guest assistance with memberships and ticket upgrades.
• Manage rentals such as ECV, Scooter Pals, and strollers maintaining waitlists and reservations.
• Assist guests in organizing their day via "Zoo for All" tools such as plan your day passes and rider accessibility passes

Sandusky, Ohio, United States

• Managed a team of 300+ supervisors, interns, and associates who are part of the Admissions & Guest Experience Team assisting with scheduling, training, and associate development.
• Managed passholder and admissions accounts including group sales, VIP tours, renewals, and ticket and pass contracts with accesso ticketing system.
• Facilitated training sessions for the Admissions & Guest Experience and Ride Operations leadership teams covering Cedar Fair’s Ride Admission Policy and Alternate Access Program.
• Developed new department staffing models to better leverage existing workforce.
• Successfully transitioned Parking & Traffic from a function of Security to one of Park Operations.
• Created new Standard Operating Procedures with corresponding manuals and training materials for Parking & Traffic, significantly improving the guest experience, dramatically reducing negative guest feedback, and.

Cincinnati, Ohio, United States

• Developed and implemented new standards and avenues of guest communication, setting up better systems that resulted in higher booking rates.
• Implemented successful marketing ideas including a customer retention campaign which led directly to company growth and doubled our re-booking rate.
• Interviewed, hired, and trained new employees resulting in a thriving culture within our location.
• Coordinated with remote teams to coordinate room repairs/updates.
• Worked to build and maintain the highest rated escape room in Southern Ohio through reviews and mentions via Google, Facebook, Yelp, and Trip Advisor.
• Successfully assisted in transitioning staff and operation during the hiring and orientation process of new general management.

Cincinnati, Ohio, United States

• Oversaw daily operation of the park’s ticket windows, guest service locations, communication center, lost & found, VIP tours, and parade crowd control.
• Supervised over 200+ interns and associates apart of the Admissions & Guest Experience Team.
• Orchestrated department orientation and training for associates and on operational aspects including company expectations, workplace technology, and more.
• Evaluated staffing needs in a fast-paced environment to ensure daily operational and budgetary goals were met as set by upper management
• Resolved guest complaints and issues with individualized attention using a variety of guest recovery methods and providing appropriate accommodations and compensation when necessary.
• Awarded the Cedar Point Robert L. Munger Scholarship in recognition of excellence in the workplace.

Sandusky, Ohio, United States

• Operated guest services locations park-wide including the guest services offices, ticket windows, entrance gates, communication center, and lost and found.
• Helped to implement operational changes in response to guest concerns, complaints, and inquires of park procedure in relation to COVID-19.
• Analyze and provide accommodation (when appropriate) for guests inquiring about the Ride Accessibility Passes.
• Resolved guest complaints and issues with individualized attention to detail whilst utilizing various guest recovery methods and working closely with different levels of management to resolve guest concerns.
• Developed an internship project presented in front of park executives – focused on park accessibility and Cedar Fair’s Ride Admission Policy

Centerville, Ohio, United States

Bachelor Of Arts - Ba, Musical Theatre

Bachelor Of Arts - Ba, Public Relations

Early Childhood Education And Teaching

Career Education Pathway in partnership with Centerville High School.

High School Diploma