Jennifer Valenzuela
Monterey Park
Summary
Driven to improve productivity and customer relations through strong attention to detail and polished demeanor. Focused on providing professional service and support to every office visitor. Positive nature with excellent people skills. Dedicated to customer service, motivated to improve service satisfaction, and contribute to overall company success.
Hospitality professional with extensive experience in front-of-house training and team development. Proven track record of implementing effective training programs that bolster staff competence and customer service standards. Known for fostering collaborative team environments and adapting swiftly to dynamic operational needs, with strengths in communication, leadership, and problem-solving.
Overview
10
10
years of professional experience
Work History
FOH Trainer and Lead
The Walt Disney Company
06.2024 - Current
- Developed and delivered comprehensive training programs for front-of-house staff, enhancing service quality and guest satisfaction.
- Mentored new team members, fostering a culture of excellence and teamwork in high-pressure environments.
- Implemented operational best practices to streamline workflows and improve overall efficiency within front-of-house operations.
- Conducted regular performance evaluations, providing constructive feedback to enhance individual and team performance.
- Enhanced customer experience by providing exceptional service and maintaining a welcoming atmosphere.
- Streamlined communication between front-of-house and back-of-house teams to ensure smooth operations during peak hours.
- Facilitated hands-on learning opportunities for trainees, ensuring they gained practical experience essential for their roles.
- Implemented role-play scenarios as part of the training program, allowing staff members to practice problem-solving skills in real-life situations.
- Contributed to higher customer satisfaction ratings by equipping front-of-house staff with tools needed to address guest concerns effectively and efficiently.
- Reinforced company culture and values within the workplace through consistent messaging during staff trainings.
- Collaborated with other trainers to share best practices, enhancing overall quality of staff training programs.
- Established strong rapport with team members, cultivating trust and open lines of communication vital for successful collaboration.
MERCHANDISE HOST
Disneyland Resort, World of Disney
06.2018 - Current
- Responsible for actively engaging with Guests, addressing needs, answering questions, giving directions, and other information about the theme park or surrounding areas. Passionate and knowledgeable about Disney parks and products.
- Process Guest orders accurately through a point-of-sale system (POS register), including count money, making change, and processing credit card transactions
- Provide Guest Service when problems arise and help find solutions with Guests and Cast Members
- To current FRONT OF HOUSE TRAINER 2024
LEAD FIELD INTERVIEWER
Universal Studios
09.2017 - 10.2021
- Responsible for recruiting guests and facilitate surveys based on the projects that are being implemented. I have been trained in three different areas: Point of Origin, Gsat, and City Walk adhoc projects.
- Interviewed potential participants to determine eligibility.
- Increased customer satisfaction by greeting visitors promptly and professionally.
- Established and maintained positive and productive working relationship with management.
- Record customer feedback to deliver information to management for corrective action.
PERSONAL ASSISTANT
BKM Photography
02.2016 - 05.2019
- Devised and maintained office systems to efficiently deal with paper flow.
- Managed incoming and outgoing correspondence, including mail, e-mail, and faxes.
- Organized personal and professional calendars, providing reminders of upcoming meetings and events.
- Typed documents, updated websites, and compiled information for meetings.
RECEPTIONIST ADMINISTRATIVE ASSISTANT
Firestone Animal Hospital
09.2017 - 04.2018
- Delivered clerical support every day, including scheduling appointments, transcribing notes, and mailing packages.
- Set up, maintained, optimized, and purged physical and electronic filing systems to keep records compliant and current.
- Screened visitors and calls to minimize disruption for office personnel.
- Directed phone calls, guests, and mail to specified employees.
Education
Master of Science - Human Resources
Brandman University
Irvine, CA01.2023
Bachelor of Science - Sociology
University of La Verne
La Verne, CA01.2020
Skills
- Self-directed
- 50 WPM typing speed
- Proper phone etiquette
- Cash management experience
- Perform well in high-demand, fast-paced environments
- Excellent communication skills
- Fluent in English and Spanish
- Resourceful
- Accurate and detailed
- Fast learning
- Guest relations
- Cash handling proficiency
- Task delegation
- Employee coaching
- Training and mentoring
- Team building
- Conflict resolution
- Training and coaching
- Complaint handling
- Staff management
- Quality standards
- Performance evaluation
- Customer service delivery
- Teamwork and collaboration
Languages
Spanish
Professional Working
Timeline
FOH Trainer and Lead
The Walt Disney Company
06.2024 - Current
MERCHANDISE HOST
Disneyland Resort, World of Disney
06.2018 - Current
LEAD FIELD INTERVIEWER
Universal Studios
09.2017 - 10.2021
RECEPTIONIST ADMINISTRATIVE ASSISTANT
Firestone Animal Hospital
09.2017 - 04.2018
PERSONAL ASSISTANT
BKM Photography
02.2016 - 05.2019
Master of Science - Human Resources
Brandman University
Bachelor of Science - Sociology
University of La Verne