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Senior Duty Manager Resume Example

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SENIOR DUTY MANAGER
Professional Summary

Senior leader and strong performer in strategic thinking and guest service within the Park & Resort industry. Proven success in leadership, operational excellence and organizational development with keen understanding of the Hospitality business. Recognized for inspiring management team members to excel and encouraging creative work environments. Excellent reputation for solving problems, improving customer satisfaction, and driving overall operational improvements.

Skills
  • Build and maintain positive Guest and Cast relationships
  • Excellent negotiator with skilled objection handling ability
  • Strong written and verbal communication skills
  • Flexible and efficient under deadline and pressure
  • Strategic thinking and analytical skills
  • Strong influencing skills
  • Strong organizational and time management skills
  • Ability to coach, develop and hold teams accountable
  • Inspire and motivate diverse work teams
  • Ability to drive, manage and deliver on projects and initiatives in a matrix organization
  • Adapt quickly to change and make timely, thoughtful decisions
Work History
Walt Disney World, 02/2015 to Current
Company Name – City, State
  • Leveraged GET, GM Letters, Intra-stay and Medallia to understand trends and develop strategies to eliminate processes and behaviors that drive less than favorable Guest experiences.
  • Created a Leadership development plan/strategy focusing on the development and growth of each Duty Managers on my team. By using the Guests Service Principles, our focus was to take care of our Guests and Cast to achieve our GSM goals.
  • Partnered with Proprietors to support their business strategies, provide observation feedback and ideas to improve the Guest experience.
  • Partnered with other Resorts, Guest Communication, and Claims to share best practices on how to address Guest Inconvenience compensation.
  • Successfully rolled out “Solve for Yes for Every Guest” Initiative. This increased our Service Scores an average of 5 points.
WDW, 02/2011 to 02/2015
Company Name – City, State
  • Supervised/Managed the Housekeeping team to include efficient staffing, team member development and training, performance management and policy.
  • Along with senior leadership, prepared and managed the department's budget and financial targets.
  • Developed and maintained positive and productive working relationships with other employees and departments.
  • Managed warehouse inventory and storage areas in the Resort. These areas were 5S and we were able to save 80K.
WDW, 02/2005 to 02/2011
Company Name – City, State
  • Responsible for managing 6 Retail Stores and 2 Guest Relations Desk with a budget of $22 million dollars and over 80 Cast Members.
WDW, 02/1995 to 02/2005
Company Name – City, State
  • Managed and Directed Merchandise Line of Business projects for all stores in the MK Region.
  • Responsible for managing $1.5 million dollars of operating expenses for Magic Kingdom Merchandise.
Education
Bachelor of Science: Political Science And Government, 12/1985
University of Central Florida - City, State
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Resume Overview

School Attended

  • University of Central Florida

Job Titles Held:

  • Walt Disney World
  • WDW

Degrees

  • Bachelor of Science : Political Science And Government , 12/1985

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