Tori Harman
Arvada
Summary
Dedicated guest service representative skilled in problem-solving, team collaboration, and enhancing guest experiences. Committed to delivering exceptional customer service and fostering positive relationships.
Overview
5
5
years of professional experience
Work History
Guest Service Representative
Denver Zoo
Denver
03.2024 - Current
- Assisted visitors with inquiries and provided information about exhibits.
- Managed ticket sales and processed payments efficiently at the entrance.
- Guided guests through zoo facilities, ensuring a positive experience.
- Handled guest complaints and resolved issues promptly and professionally.
- Collaborated with team members to maintain cleanliness in public areas.
- Educated visitors about animal care and conservation efforts during tours.
- Facilitated special events, providing support to enhance guest engagement.
- Trained new staff on customer service protocols and zoo policies.
- Resolved guest complaints in a professional manner.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Greeted walk-in and phone guests, determining interests and needs.
- Provided assistance to guests throughout their stay.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Animal Caretaker
Seaquest littleton
Littleton
11.2021 - 02.2024
- Provided daily care and feeding for various marine, exotic, and domestic animals.
- Maintained clean and safe habitats for aquatic species.
- Assisted in educational presentations about marine life for visitors.
- Monitored animal health and reported concerns to veterinary staff.
- Engaged with guests to enhance their experience and knowledge of animals.
- Collaborated with team members to ensure smooth operational flow.
- Participated in training sessions on animal handling and safety protocols.
- Documented animal behavior and health observations in daily logs.
- Cleans and maintains animal living areas, including cages and tanks, using appropriate cleaning materials.
- Stayed on top of laundry, sweeping and disinfection protocols.
- Feeds animals according to instructions from veterinarians or animal care supervisors.
- Ensures that all safety protocols are followed while handling animals in order to prevent accidents or injuries to staff or visitors.
- Records observations of animal behavior, health, diet and other information as required.
- Maintains inventory of food items and supplies needed for the care of the animals.
- Interacts with visitors regarding questions about the facility's operations and provides educational talks related to the welfare of the species being cared for.
- Collaborates with fellow staff members in providing quality care to all assigned animals.
- Maintains accurate records of animal feeding schedules, medication administration and other relevant data.
Guest Services Receptionist
Seaquest littleton
Littleton
08.2021 - 02.2024
- Managed guest check-in and check-out processes efficiently.
- Handled guest complaints and resolved issues promptly.
- Assisted guests with ticket purchases and membership inquiries.
- Welcomed guests and provided information about exhibits and activities.
- Coordinated special events and group bookings for visitors.
- Collaborated with team members to enhance guest experiences.
- Utilized reservation systems to manage visitor flow effectively.
- Maintained cleanliness and organization of the reception area.
- Responded to customer inquiries and complaints in a timely manner.
- Updated guest profiles in the reservation system.
- Assisted with various administrative tasks associated with running a front desk operation.
Education
Associate of Science - Veterinary Technology
Purdue University
West Lafayette, IN06-2026
Skills
- Animal care
- Customer service
- Team collaboration
- Educational presentations
- Problem resolution
- Conflict resolution
- Health monitoring
- Record keeping
- Event coordination
- Guest engagement
Languages
Spanish
Limited
Timeline
Guest Service Representative
Denver Zoo
03.2024 - Current
Animal Caretaker
Seaquest littleton
11.2021 - 02.2024
Guest Services Receptionist
Seaquest littleton
08.2021 - 02.2024
Associate of Science - Veterinary Technology
Purdue University