Charlotte Heath
Guest Services Representative @Region of Waterloo
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WORK HISTORY
Guest Services Representative @Region of Waterloo
Lead visitor experience operations for front‑of‑house services, greeting thousands of visitors annually, ensuring inclusive, accessible, and high‑quality guest interactions across admissions, gift shop, and food services- Oversee cash handling and POS reconciliation; maintain accurate records for admissions and retail transactions to ensure accountability and minimize variance- Train, mentor, and schedule guest services staff (including part‑time/seasonal employees), embedding standards of hospitality, cultural sensitivity, and safety in all guest touchpoints- Collaborate with exhibitions, education, and events teams to integrate visitor feedback into programming design, improving overall visitor satisfaction and community relevance- Implement service improvements based on feedback & metrics, leading to measurable enhancements in visitor flow, and guest satisfaction- Coordinate logistics and operations for special events and exhibition openings, including vendor management, set‑ups, guest orientation, and oversight of front‑of‑house presentation.
EDUCATION
Conestoga College
Diploma, General Arts and Science
Algonquin College of Applied Arts and Technology
Graduate Certificate, Human Resources Management and Services
Conestoga College
Graduate Certificate, Global Business Management
University of Guelph
Bachelor of Arts - BA, Hospitality Managment
SKILLS
ABOUT CHARLOTTE HEATH
I am a guest services specialist working at the intersection of hospitality and public service — currently coordinating visitor experience operations at Ken Seiling Waterloo Region Museum. Grounded in frontline leadership and meaningful guest interactions, I take a thoughtful, community-first approach to expanding cultural access and enriching the visitor experience.I’m especially drawn to teams that view public-facing services as a powerful tool for inclusion and community engagement. My goal is to help create inclusive, welcoming environments where diverse audiences feel valued, informed, and inspired. I see every guest interaction as a chance to build trust and make public spaces more accessible, inclusive, and meaningful.
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