Summary
Overview
Work History
Education
Skills
Timeline
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Caroline Garrison

Los Angeles

Summary

Dynamic leader with a proven track record throughout the Hospitality industry. Adept with over 7 years of experience in guest conflict resolution and strategic partnership development. Excelled in elevating guest experiences by pioneering the Guest Services/Concierge department, enhancing customer retention through exceptional communication and problem-solving skills. Demonstrated expertise in property management and guest services agent training, contributing to significant operational improvements.

Overview

5
5
years of professional experience

Work History

Guest Experience Manager

Cosm
04.2024 - Current
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Monitored a staff of over 60 individuals performance and provided feedback alongside guidance.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Identified plans and resources required to meet project goals and objectives.
  • Took lead in buiding out the Guest Services/Concierge department within the startup.

Creative Planner

Hotel Bel Air
09.2023 - 04.2024
  • Prioritized schedules to meet project goals and overall customer satisfaction.
  • Engaged in both long and short-term project planning, strategizing for on-time, high-quality deliverables.
  • Managed successful day-to-day operations of projects by maximizing productivity from available resources.
  • Evaluated existing plans, processes and events planning services to identify opportunities for improvement.
  • Coordinated travel and accommodations for hotel attendees.
  • Maintained high level of professionalism and discretion when dealing with UHNW guests.

Premium Suites Supervisor

Legends Hospitality at Sofi Stadium
06.2020 - 08.2023
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Oversaw timeliness and quality of food delivery at high-volume events.
  • Liaised with venue management to monitor logistics and timelines.
  • Planned and executed promotions and special events in close collaboration with management.
  • Monitored food preparation, production, and plating for quality control.

Education

Bachelor of Science - Hospitality Management

Auburn University
Auburn, AL
05-2020

Skills

  • Property management
  • Exceptional communication
  • Guest conflict resolution
  • Strategic partnership development
  • Guest account management
  • Guest services agent training
  • Resource mobilization

Timeline

Guest Experience Manager

Cosm
04.2024 - Current

Creative Planner

Hotel Bel Air
09.2023 - 04.2024

Premium Suites Supervisor

Legends Hospitality at Sofi Stadium
06.2020 - 08.2023

Bachelor of Science - Hospitality Management

Auburn University

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Caroline Garrison