Adam Miller
Davenport,Florida
Summary
Dedicated Entertainment, Activities, Culture and Operations Director with 15+ years of experience creating and growing outstanding teams in hospitality, entertainment, human resources, and e-commerce environments. Has a creative eye for leadership and a strong ability to coach and develop teams to overcome learning curves and project challenges. Thrives in guest-focused environments and excels at molding teams into well-oiled machines. Results-oriented and highly collaborative, able to drive productivity and produce successful outcomes through effective teamwork.
Overview
9
9
years of professional experience
Work History
Corporate Director of Team Culture & Resort Experiences
NDM Hospitality
Orlando, United States
08.2023 - 11.2023
- Led the Activities, Engagement, Team Culture & Resort Experiences for NDM Hospitality, responsible for providing exceptional guest experiences throughout multiple properties under the NDM Hospitality umbrella
- Developed and managed the NDM Hospitality team member engagement strategy, creating programs to improve engagement and foster a positive workplace environment
- Assisted the VP of Human Resources and CEO of NDM Hospitality with enterprise-wide change initiatives to support and grow engagement and processes
- Achieved revenue goals in challenging market conditions, such as a 22% decrease in tourism and recession, including generating $300,000 in revenue at Encore Resort and $1.1 million at Margaritaville Resort Orlando
- Created the first-ever NDM Hospitality Sports League, offering activities like Sand Volleyball, Flag Football, Kickball, and more
- Developed and implement employee recognition programs to foster a positive and inclusive team culture
- Developed and implement a comprehensive diversity and inclusion strategy across all NDM Hospitality properties
- Developed and execute a comprehensive training program for all team members, focusing on customer service, communication skills, and job-specific tasks.
Entertainment Performer / Entertainment Coordinator
Universal Orlando Resort
Orlando, FL
08.2015 - 11.2023
- Maintain the Intellectual Property as well as the talent involved in Seuss Landing and Volcano Bay
- Provided feedback and support to performers and management to maintain show quality and performance standards
- Managed timecards and schedules to ensure coverage for daily operations
- Performed as a stunt performer and entertainer for various marquee events including Halloween Horror Nights, Macy's Holiday Parade, and Mardi Gras at Universal Orlando Resort.
Corporate Director of Fun & Engagement
NDM Hospitality
Orlando, United States
04.2022 - 08.2023
- Led the Activities, Engagement, Team Culture & Resort Experiences for multiple large resort properties in the Hospitality industry
- Generated over $315,000 in Activities Revenue for Encore Resort in 2022
- Produced over $850,000 in Activities Revenue for Margaritaville Resort Orlando in 2022
- Managed staffing budgets for both Encore Resort and Margaritaville Resorts, achieving 25% under budget thresholds
- Developed and implemented process improvement interventions to maximize organizational effectiveness and efficiency
- Created and managed team member engagement strategy, including recognition programs and activities
- Collaborated with marketing, guest experience coordinator, and resort operation leaders to achieve business goals
- Established positive relationships with resort management, developers, and vendors
- Created standard operating procedures, training materials, and a Superior Guest Service program
- Organized sports leagues, seasonal events, and engagement opportunities to boost morale across the brand.
Regional Director of Fun and Engagement
NDM Hospitality
Orlando, United States
11.2020 - 04.2022
- Led the Activities, Engagement, Team Culture & Resort Experiences for multiple large resort properties in the Hospitality industry
- Collaborated with marketing, guest experience coordinators, and resort operation leaders to achieve business goals
- Produced over $275,000 in Activities Revenue during the Covid-19 time frame at Encore Resort and $700,000 for the Margaritaville Resort Orlando property
- Hosted 142,000 guests during the 2021 Aqua Park season at Encore Resort and 275,000 at the Fins Up Beach Club at Margaritaville Resort Orlando
- Oversaw activities, entertainment, club operations, and engagement operations for multiple large resort properties
- Managed staffing and operations of water parks and beach clubs
- Worked with a team of professionals at Encore Resort at Reunion, Spectrum Resort, Fins Up Beach Club at Margaritaville Resort Orlando, and Beachwalk Resort.
Operations Manager
Entertainment Benefits Group
Orlando
04.2019 - 11.2019
- Assisted with all aspects of ticketing, customer service, and account maintenance, including daily reporting
- Acted as a liaison between guests, field sales agents, and box offices
- Responsible for providing outstanding service to all guests and affiliates and providing leadership and direction to the Ticket Processing and Support team
- Managed hourly employees on a daily basis
- Answered escalated calls and was responsible for special event ticketing
- Assisted in ordering and maintaining hard ticket inventory
- Handled the fulfillment of manually booked and hard ticket products, including ticket transfers when applicable.
Recreation Manager
Hyatt Regency
Orlando
02.2017 - 11.2017
- Develop and implement innovative recreational programs and activities to enhance guest experience and promote customer satisfaction
- Stay updated with industry trends and continuously improve the recreation offerings to meet the changing demands of the market
- Develop and maintain relationships with local businesses and organizations to collaborate on recreational programs and activities
- Collaborate with the sales and marketing team to develop promotional activities and packages that highlight the unique recreational offerings of the resort and attract potential guests
- Create and manage a budget for recreational programs and activities, ensuring that expenses are within allocated resources and identifying opportunities for cost savings.
Recreation Supervisor
Hilton Grand Vacations
Orlando
08.2014 - 02.2017
- Coached team members on daily performances, ensuring we are meeting/exceeding standards based on our standards and operating procedures
- Scheduled team members for their classes in the development plan decided during their performance reviews
- Created and hosted new events and game shows to crowds of over 100+ people at a time
- Mentored leads through their development process on the path towards a management position
- Created schedules and activity guides for each week for hosting events indoors and outdoors.
Education
Bachelor's Degree - Hospitality Administration/Management
St. Petersburg College
01.2014
High School Diploma -
Seminole High School
01.2011
Skills
- Human Resources Operational Activities
- Pools Team Building
- Guest Experience Diversity and Inclusion
- Training Programs Revenue Generation
- Hospitality Management
- Operations Management
Websites
References
- Peter Gillete, NDM HOSPITALITY, 407-947-6584
- Molly Gibson, UNIVERSAL ORLANDO, 803-800-4295
- Jeff Swirskey, NDM HOSPITALITY, 352-989-7291
- Jonathan Anderson, NDM HOSPITALITY, 989-598-0231
- Debra Mafra, ENCORE FUND / NDM HOSPITALITY, 863-206-4069
Timeline
Corporate Director of Team Culture & Resort Experiences
NDM Hospitality
08.2023 - 11.2023
Corporate Director of Fun & Engagement
NDM Hospitality
04.2022 - 08.2023
Regional Director of Fun and Engagement
NDM Hospitality
11.2020 - 04.2022
Operations Manager
Entertainment Benefits Group
04.2019 - 11.2019
Recreation Manager
Hyatt Regency
02.2017 - 11.2017
Entertainment Performer / Entertainment Coordinator
Universal Orlando Resort
08.2015 - 11.2023
Recreation Supervisor
Hilton Grand Vacations
08.2014 - 02.2017
Bachelor's Degree - Hospitality Administration/Management
St. Petersburg College
High School Diploma -
Seminole High School
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