Isaac Pineda
Supervisor, Guest Services @Kalahari Resorts & Conventions
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WORK HISTORY
Supervisor, Guest Services @Kalahari Resorts & Conventions
Sandusky, OH, US
I manage a team of over 40 guest services associates in the divisions of front desk, valet/bell, and call center. I report directly to the manager on duty and director of guest services.• I handle and resolve guest concerns by reinforcing a positive experience and offering compensation when needed.• I am responsible for ensuring financial and documental reports are reviewed and corrected, including complaints, adjustment audit reports, comp room reports, and amenity billing reports.• I am responsible for coaching and providing disciplinary action for behavior that does not act according to policy. At the same time, praise and incentivize associates for outstanding guest engagement and compliments.
EDUCATION
Mission College
Associate of Science - AS, Physics
Bowling Green State University
Bachelor of Science - BS, Resort and Attraction Management
West Valley College
Associate of Science - AS, Mathematics
ABOUT ISAAC PINEDA
My experience in the resort and attraction, hospitality, industry began in 2018 as a ride operator for Cedar Fair Entertainment Company. During my educational and occupational journey, I have gained valuable knowledge and experience necessary to be successful in the industry, including resorts and hospitality, ride operations, guest services, merchandise, time management, and leadership skills. My experience and training has opened new opportunities in leadership in various departments at multiple organizations. As a leader, I have learned to put my team’s needs before my own and to serve the guest as well as the associate, which is a crucial value to me. I am always ready for every new door that God will open and ready to learn the skills necessary to be successful in those opportunities. “For even the Son of Man did not come to be served, but to serve, and to give His life a ransom for many.”” - Mark 10:45 | NKJV
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