Katie Steele

Experience

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  Housing and Residential Education Department

  Aug 2012 - May 2013

  National Residence Hall Honorary President

  • Led the top one percent of student leaders on campus, organizing programs and events for members and students.• Represented the Resident Hall Association at National and Regional conferences, implementing Congress-like measures during meetings.• Awarded the Lifetime Award Leadership Advancement Society of IACURH for the most National level applications in campus history.

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  Magnum Wine and Gifts

  May 2014 - Jul 2014

  Intern

  • Assisted in private wine tasting events and built strong relationships with partners.• Managed and updated social media accounts for Magnum Wine and Gifts.• Revamped the company website to enhance user experience.• Obtained over ten new partnerships with restaurants and liquor stores.

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  The Walt Disney Company

  Feb 2015 - Oct 2017

  Coordinator

  ● Educated, trained, and coached over 150 Cast Members while managing 5 independent merchandise locations with two different regions of the 42 square mile theme park.● Produced annually over $30 million in revenue per store. ● Served as the coordinator liaison for Training, attending meetings and aiding in rollout of new procedures.● Responsible for handling all funds for the 23 merchandise tills of $5,000 and per cash aprons of $6,000 for outside cart vending.

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  Cooper's Hawk Winery and Restaurants

  May 2016 - Sept 2016

  Tasting Bar Attendant

  ● Maintained full knowledge of food, retail, wines, wine of the month, and events while upholding brand standards while conducting wine tastings and functions of the wine bar.● Actively educated customers on the wine club membership, benefits, and rewards to invite them in the ever-growing membership base and to be part of the family. ● Built and maintained relationships with customers to create a rememberable memory while serving alcoholic beverages consistent of company and legal guidelines. Show less

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  The Ballantyne, A Luxury Collection Hotel, Charlotte

  Nov 2017 - May 2018

  Front Desk Agent

  ● Extended a warm welcome to guests to the four-star hotel with 240 rooms while meticulously upholding all Marriott brand standards during check-in procedures while adeptly responding to guest requests.● Achieved an 80% adoption rate of eco-friendly practices among guests during their stay through effective communication and promotion of the green option at check-in.● Effectively upsell customers by 10% within six months in both the Hotel and The Lodge. ● Partnered with concierge to achieve positives surveys with amenity baskets and personalize letters. Show less

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  The Walt Disney Company

  May 2018 - now

  ● Promoted to a team of five to lead a team of 50 unionized concierge and bell services to achieve quarterly Medallia scores to be above 20% more than the average score of fifty for the 766-room resort. ● Productive in being the top 25% of Walt Disney World Resorts to achieve Medallia scores consistent with decreasing their Guest losses by 30% with a standard to be below 40%. ● Coach and mentor 10 Front Desk Assistant Managers to enhance their careers goals, provide feedback, and direction to handle Guest situations as well lead the hiring process of potential candidates to join the team. ● Maintain labor costs through scheduling the proper amount of Cast Members per shift according to the seasonal occupancy without compromising operational efficiency, project success and Guest dissatisfaction. ● Increase employment satisfaction score of 20-30% ensuring the Cast Members felt valued, heard, and supported while maintaining a successful 5/5 Guest Medallia score. ● Spearhead a collaborative Summit between Housekeeping and Front Desk departments to enhance Guest excellence scores, decrease losses, and increase cleanliness upon arrival and to encourage improved teamwork.● Direct contact for our 200 VIP’s and Cherished Friends by proactively engaging in their preferences, check-in experience, and pre-arrival amenities while continuing to communicate during their stay. Show less ● Selected in the top 10% of the ten thousand applicants to be part of a team of fifteen to lead over 120 Cast Members within 2.5 million square feet of Epcot Center to provide excellent Guest service. ● Ambassador in specializing programs for Guests with disabilities in which assist and accommodate to maximize their vacation in the theme parks.● Upheld integrity of My Disney Experience and ticketing system through assisting Guests at multiple locations located in the park to ensure Guest satisfaction. ● Utilized Guest Service techniques to approach their concerns professionally and solve for yes.● Proficient in more than 10 computer programs used to create and drive the total Guest experience. Show less

  • Guest Experience Manager

    Dec 2022 - now

  • Guest Relations Assistant Manager

    Sept 2019 - Dec 2022

  • Front Desk Supervisor

    May 2018 - Sept 2019