Senior Duty Manager Resume Example Senior Duty Manager

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
Senior Duty Manager – Orlando, FL

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
Custodial & Housekeeping Area Manager – Orlando, FL

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
Retail Guest Service Manager Resorts – Orlando, FL

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
Merchandise Project Manager – Orlando, FL

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 - Orlando, FL

Resume Overview

Companies Worked For:

Senior Duty Manager
Custodial & Housekeeping Area Manager
Retail Guest Service Manager Resorts
Merchandise Project Manager

School Attended

University of Central Florida

Job Titles Held:

Walt Disney World
WDW

Degrees

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

Senior Duty Manager Resume Example

Resume Score: 80%

Resume Overview

Create a job alert for [job role title] at [location].

Similar Resumes