Donald Houtz
West Hollywood
Summary
Dynamic leader and communicator with a history of enhancing guest experiences at Universal Studios Hollywood. Excelled in building relationships and crafting engaging tours, demonstrating exceptional presentation skills and environmental awareness. Proven track record in team leadership and crisis management, significantly improving customer engagement and safety standards.
Enthusiastic tour guide with passion for cultivating unforgettable travel experiences. Excellent historical knowledge of Universal Studios Hollywood with excellent organizational and public speaking skills. Skilled storyteller favored by guests for talent to weave stories and history of sites and venues into entertaining monologue.
Overview
29
29
years of professional experience
Work History
VIP Studio Guide
Universal Studios Hollywood
05.1996 - Current
- Built personal relationships with guests to promote positive experiences.
- Delivered timely and accurate updates to tour coordinator regarding tour progress.
- Established positive relationships with tour members through fun and engaging conversation.
- Utilized effective communication and problem-solving skills to quickly resolve customer issues.
- Demonstrated superior professionalism while interacting with customers and vendors.
- Provided information on various sites throughout area, relaying little-known stories to provide interest.
- Developed engaging and informative scripts, guiding tour members through attractions.
- Worked closely with management staff to create new and lucrative tours.
- Collaborated with other tour guides to provide comprehensive and enjoyable experience.
- Guided groups of up to 16 people on scheduled tours.
In-flight Field Service Manager
Delta Air Lines, Inc
04.2004 - 10.2011
- Led team of 195 flight attendants in field activities
- Monitored flight attendant annual safety and service training
- Ensured flight attendant compliance with company standards in attendance, conduct, customer service, dependability, as well as corporate and government standards for safety
- Addressed performance issues with coaching and disciplinary action up to and including termination
- Recognized and rewarded quality performance
- Maintained personal flight attendant safety qualifications
- Advised flight attendants of available resources for leaves of absence including FMLA, CA Paid Family Leave, and California State Disability Insurance
Education
Bachelor of Science - Business Administration Human Resources Management
Western Governors University
Salt Lake City, UT12-2024
Skills
- Environmental awareness
- Engaging personality
- Tour planning
- Route navigation
- Group management
- Social perceptiveness
- Strong leadership
- Cultural sensitivity
- Special needs clients
- Local history
- Crisis management
- Presentation skills
- Guest relations
- Exceptional communication
- Team rapport
- Creative solutions
- Conflict mediation
- Safety procedures
- Team building
- Historical research
- Company branding
- Training and mentoring
- Customer engagement
- Answering client questions
- Locale research
Affiliations
- SHRM
Timeline
In-flight Field Service Manager
Delta Air Lines, Inc
04.2004 - 10.2011
VIP Studio Guide
Universal Studios Hollywood
05.1996 - Current
Bachelor of Science - Business Administration Human Resources Management
Western Governors University
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