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.
|
|
- 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.
- 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.
- Responsible for managing 6 Retail Stores and 2 Guest Relations Desk with a budget of $22 million dollars and over 80 Cast Members.
- 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.
By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy
Disclaimer
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score
could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
resume Strength
- Formatting
- Length
- Personalization
- Strong Summary
- Target Job
Resume Overview
School Attended
- University of Central Florida
Job Titles Held:
- Walt Disney World
- WDW
- WDW
- WDW
Degrees
- Bachelor of Science
By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy
