Hayley Welling

Experience

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  Six Flags Over Texas

  Apr 2009 - Aug 2012

  Costumed Character LEAD

  ● Managed and provided support to a staff of 45-55 people● Handled customer interactions with the character staff● Improved guest experience by coordinating dynamic entertainment schedules● Improved park safety and appearance through participation on the Entertainment Work Crew

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  DFW Employee Store

  Nov 2010 - Oct 2011

  Manager

  ● Managed a staff of 6-8 people● Improved business relations by representing the company at industry events and airport committee meetings● Merchandised displays and maintained accurate inventory counts ● Aggregated and communicated customer feedback to operations team to facilitate informed purchasing decisions

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  Life Time - The Healthy Way of Life Company

  Aug 2012 - Aug 2013

  Member Services Associate

  ● Provided support to the Sales Advisor team● Implemented guest services and cashiering protocols

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  Crowne Plaza Suites, Arlington (IHG)

  Apr 2013 - Jan 2014

  Front Desk Agent

  ● Achieved Employee of the Month in September of 2013● Repeatedly ranked as the top enroller for the IHG loyalty program

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  The Westin DFW Airport

  Jan 2014 - Aug 2014

  Front Desk Associate

  ● Achieved the top Starwood Priority Guest enrollment numbers for 7 out of 8 months of employment● Ensured employee preparedness in the event of an emergency on property by acting as the Front Office Agent Representative for the Safety Committee● Provided sales and inventory support for the gift shop

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  W Dallas - Victory

  Aug 2014 - Jul 2016

  Welcome Office Talent Coach

  ● Supervised staff of 15-20 people and trained all new Front Office hires, acting as Manager on Duty and Night Audit for the overnight shift● Represented the Front Office on the Guest Experience Index Committee, responsible for monitoring all incoming guest reviews and proactively creating strategies to enhance the guest’s experience● Successfully completed the Manager In Training program to cross train as manager for Operational Departments: Housekeeping, In Room Dining, Restaurant, Loss Prevention● Served as Concierge to offer tailored information on local attractions, experiences, and dining Show less

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  Oh Hay, VA

  Aug 2016 - Feb 2023

  Fractional Operations Manager

  ● Managed the day to day operations of 2-6 small businesses at a time, maintaining impeccable CRM records and automating tasks using digital systems● Acted as customer support liaison between my clients and their customers, performing invoicing, account management, and answering questions regarding purchases● Improved founder performance by maintaining personal and business calendars, scheduling calls and interviews, and making travel arrangements● Handled executive communications, including requests for interviews and media appearances Show less

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  Sheraton Fort Worth Downtown Hotel

  Feb 2023 - Jan 2025

  Community Manager

  ● Hosted weekly Lobby Activations that offer meaningful experiences to bring guests and the loccommunity together● Managed multi vendor marketing campaigns to showcase the completion of the properties $51million renovation● Successfully led the hotel front office team through a $51 million full property renovatiensuring seamless guest experiences, efficient communication with contractors, andmaintenance of operational excellence throughout the project● Supervised the Front Office Team of 6 - 8 people, including training all new Front Office himeet and exceed brand standards and acting as Manager on Duty for any applicable shifts● Increased Staff Service Scores by 22% in 30 days, earning Associate of the Month August 20● Maintained consistently high performing Staff Service Scores during 15-month full properrenovation by proactively resolving current and past guest communications● Improved Front Office efficiency and profitability by completing registration cards, procesexemptions, monitoring high-balance reports, and running rate discrepancy reports● Facilitated exceptional interdepartmental communication, liaising between Front OffiHousekeeping, Engineering, Food and Beverage, and Sales departments● Enhanced the property’s resilience and crisis management capacity by updating and maintainingthe Emergency Response Binder and acting as the Front Office Safety CommitRepresentative Show less

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  Hyatt Place Fort Worth/TCU

  Jan 2025 - now

  Guest Services Manager