Resume | Jacob's Notebook

Jacob M. Springfield

Phone: 252.764.1614

Creative and solution-oriented hospitality leader with 8+ years of client relations and hospitality experience, seeking a leadership role in a client-centric setting. Recognized for being adaptable, decisive, and proactive - as well as bringing amity and enthusiasm to fast-paced work environments. Dedicated problem-solver with proven experience driving change through shared company goals.

Work experience

Biltmore Estate | Asheville, NC

Assistant Front Office Manager, 2022 - 2023

Led 72 individuals in front office operations, optimizing/maintaining the guest experience for a Forbes 4-Star Luxury property.
Partner with senior leadership to isolate areas of growth and strategize improvements to arrival/departure experience, hotel offerings, in-house marketing, and employee recruitment/retention.
Collaborate with team to develop innovative solutions to guest challenges and serve as escalation point for negative experiences.
Within the first two months, accomplished a full redesign of evening service letters and initiated full-scale projects in the areas of new-hire training and concierge material updates – working to obtain the “low-hanging fruit” missed on previous Forbes audits.
Named Supervisor of the Quarter for Q3 2023, followed by Supervisor of the Year for FY 2023.

Experience Coordinator, 2023 - Present

Provide personalized client service and create custom, curated experiences for groups at Biltmore Estate.
Partner with management to ensure flawless event execution and financial goals exceed expectations.
Work with multiple departments to prepare are teams for upcoming groups to ensure optimal guest experiences.
Recipient of the Pineapple Award for Conference Services, for excellence in hospitality.
In FY 2024, generated $1.4M+ in revenue for Biltmore Estate from (78) individual groups.

Benjamin Walls Gallery | Asheville, NC

Art Consultant, 2020 - 2021

Lead business development, inbound marketing, and client relationship management for internationally recognized photographic artist.
Collaborate with gallery owner/artist on a variety of internal projects spanning sales operations, project management, and brand identity.
Develop exceptional relationships with a broad client base - curating tailored fine art collections while coordinating custom luxury travel experiences through experiential travel brand - WALLSabout™. Partner with senior leadership to implement new communication procedures.
Successfully led design efforts for new business division, WALLS Wine Bar, from ideation to execution – creating a diverse portfolio of design collateral in line with original brand and increasing foot traffic to gallery by 75% over a period of two months.

Experience Coordinator, 2021 - 2022

Work with leadership to optimize client experience across gallery, luxury travel, and wine bar.
Formulated and implemented rebranding efforts for new gallery materials, increasing client engagement by 25%.
Partner directly with artist to create a body of written image descriptions for a 400+ image portfolio.
Partnered with HR to restructure training for luxury clients, leading to a 30% increase in “first-month sales.”

Walt Disney World Parks and Resorts | Orlando, FL

Resort Guest Services Trainer - Multiple Resorts, 2016 - 2020

Managed Guest arrival experience for 2000+ room properties while serving as a brand ambassador for an industry leader in customer service.
Worked directly with a diverse client base to create exceptional, tailored experiences - ensuring life-long relationships and returning clientele.

Selected as part of 3% of applicants for the Opening Guest Service Team for Disney’s Riviera Resort, the first Deluxe Amenity Disney Vacation Club hotel. Assisted with developing protocols and procedures, and saw resort through Grand Opening
Quarterly Award Recipient for outstanding trainer abilities, team collaboration, and for exemplifying company ideals.
Selected as Diversity Champion by leadership to enhance inclusivity, diversity, and cultural appreciation in the workplace.

Carolina Performing Arts | Chapel Hill, NC

Office Manager 2015 - 2016

Led a variety of internal projects for a cross-functional team - including marketing, development, programming, and production.
Coordinated calendars, technical specifications, and legal documents for a multi-venue theater rental and arts programming organization.

Technician, 2014 - 2016

Supervised teams in the execution and delivery of productions featuring world-class performers, including Yo Yo Ma, Audra McDonald, etc.
Ensured the complete delivery of project scope for 100+ touring artists and acts by coordinating both house staff and external vendors.
Trained in design and production methods for lights, sound, and set in a high theater setting.

LAB! Theatre | Chapel Hill, NC

Marketing Director - "How I Spent My Saturday", 2016

Conceptualized, developed, and implemented a strategic marketing campaign for the world premiere of a new song-cycle, resulting in a 96% sold-out run - a 25% increase from previous productions.
Drove ticket presales through intensive social media campaigns - creating a structured media schedule and optimization plan.
Cross managed many teams (executive and creative) to see production deadlines were met and deliverables aligned with company standards.
Collaborated closely with the show creator and director to extend show identity across multiple platforms (social media, community forums, etc.) - allowing their creative vision to be effectively and efficiently realized.

Languages

Intermediate Portuguese

Basic Spanish

HTML/CSS

Clifton Strengths Leadership Skills

Input

Ideation

Individualization

Intellection

Strategic

Technical Skills

Hospitality Operating Systems

LILO, HotSOS, Workbrain, SAP, Cast App, Banner, REX

Adobe Creative Cloud

Illustrator, Photoshop, InDesign), video editing (Adobe Premiere Pro, iMovie)

Sketch

Pixelmator

Microsoft Office

Word, PowerPoint, Excel, OneNote, Outlook, Lync

Social Media Management

Facebook, Tumblr, Twitter, Pinterest, Instagram, Google+, Youtube

Web Development

Komodo, HTML, CSS, Java, Wordpress

Skills

Guest Service

Guest Experience

Graphic Design

Teamwork

Leadership Experience

Project Management

Cast Development/Recognition

Park Operations

Lodging/Front Office,

Training

Problem Solving

Environmental Education

Decision Making

Basic Business Metrics

Data Collection

Sales

Ability to handle high-stress Coaching

Operational Compliance

Inventory Management

Communication Staffing

Public Speaking

Scheduling

Food and Beverage Handling

Budgeting

Mentoring

Presentations

Administration

Telecommunication

Loss Prevention

US Driver’s License,

Adaptability

Organization

Time Management

Calendar Maintenance

Copy Editing

International Travel Experience

Italy, Brazil, Bermuda, Canada

2010 - present

Pauper Players | Chapel Hill, NC

Chief Resource Liaison, April 2014 - April 2016

Redefined the role of resource liaison – established more defined duties for the role (budgeting, storage organization, etc.).
Partnered with executives and supervised a team of ten production staff on any given show – organizing meetings, following up on inventory needs, assisting with budgets.
Formulated, project-managed, and supervised the creation of a photo inventory of company property for more efficient production use.

Algonquin Books| Chapel Hill, NC

Editorial Intern, September 2014 - May 2015

Worked closely with editorial team to read, evaluate, and green-light incoming manuscripts based upon their potential to reach final publication.
Assisted with the daily upkeep of the facility, attended and contributed to team meetings
and learned extensively from multiple departments – including marketing, copyrighting, artistic, and client relations.

Company Carolina | Chapel Hill, NC

Graphic Designer, September 2012 - January 2014

Wrote monologues and assisted in staff/cast supervision for the premiere production of song cycle How I Spent My Saturday by artist Alex Koceja.

Designed marketing materials and led publicity efforts for production, resulting 96% sold out run – a 25% increase from previous seasons.

Education & Coursework

University of North Carolina at Chapel Hill | 2012 - 2016

Bachelor of the Arts in Media and Journalism

Concentration Editing and Graphic Design, Minor in Vocal Performance. Graduating GPA: 3.33