Steven McLatchie
Colorado Springs
Summary
Guest relations lead with a track record of improving customer satisfaction through strong communication and innovative problem-solving skills. Known for reliability and collaboration in fast-paced settings.
Overview
19
19
years of professional experience
Work History
Guest Relations Lead
Stadium Management, Empower Field
Denver
05.2024 - Current
- Executed day-to-day duties with accuracy and efficiency.
- Collaborated with diverse coworkers to achieve goals and resolve product and service issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Supported customers by providing timely answers to inquiries.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Delivered exceptional service and focused attention to customers during face-to-face interactions.
Guest Relations Usher
Empower Field @ Mile High Stadium
Denver
10.2014 - 05.2024
- Guided attendees to assigned seats, ensuring timely entry and enhancing event flow.
- Monitored crowd behavior and reported any issues to supervisors.
- Provided assistance with accessibility needs for all guests.
- Collaborated with team members to improve guest experience, fostering a welcoming environment.
- Responded promptly to guest inquiries and concerns throughout events.
- Directed guests to correct locations and provided information on facility amenities, ensuring a smooth visitor experience.
- Actively monitored crowd control during large gatherings.
Supervisory Transportation Security Officer
TSA/DHS
Colorado Springs
03.2007 - 10.2014
- Supervised transportation security operations, ensuring compliance with federal regulations and enhancing overall security effectiveness.
- Conducted passenger screening and identified potential security threats.
- Trained and mentored junior officers on security procedures and protocols.
- Managed workflow during peak travel times to maintain efficiency.
- Reviewed and updated standard operating procedures, improving clarity and consistency in security operations.
- Maintained detailed records of personnel assignments and incidents, supporting effective incident response and operational transparency.
Skills
- Customer service
- Communication skills
- Leadership
- Teamwork and collaboration
- Decision-making
- Crowd control
- Stress management
- Reliability
- Positive attitude
Timeline
Guest Relations Lead
Stadium Management, Empower Field
05.2024 - Current
Guest Relations Usher
Empower Field @ Mile High Stadium
10.2014 - 05.2024
Supervisory Transportation Security Officer
TSA/DHS
03.2007 - 10.2014