Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Angie Klote

Orlando,Florida

Summary

Results-driven Leader, in an omni-channel company, with a forward-thinking approach and creative ideas centered on company success and competitive growth. Demonstrated record of success in developing leaders, building teams, and managing profitable operations. Recipient of the Walt Disney Legacy Award.

Overview

31
31
years of professional experience
1
1
Certification

Work History

Proprietor, Retail

Disney's Port Orleans Resort
09.2021 - Current
  • Reopened a 325 acre, 3000 room resort after 18 month closure.
  • Safety Champion for Resort
  • Engaged and trained a team of 5 Leaders and 60 Cast Members, many of which were new to Port Orleans Resort, Appetize POS system, Smart Stockroom process and our Covid safety protocols as well as immersing them in Port Orleans culture.
  • Employed strategic tactics such as cross-selling and upselling to drive sales in an environment with supply chain challenges, while exceeding key performance indicators and maintaining a safe environment
  • One of the top 5 revenue producing locations and top 3 revenue producing resorts 5 months after re-opening.

Proprietor, Retail

Disney's Boardwalk Resort
05.2021 - 09.2021
  • Applied performance data, financial and guest service measurement, to evaluate and improve operations, target current business conditions and forecast needs
  • Reinforced processes to boost long-term business success and increase profit levels.
  • Opened Dundy's merchandise location in conjunction with resort rooms re-opening.

Proprietor, Food & Beverage and Retail

Disney's Saratoga Springs Resort And Spa
01.2019 - 04.2021
  • Devised processes to boost long-term business success and increase profit levels.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands especially after re-opening.
  • Developed a business plan to re-open The Turf Club Lounge to satisfy our Guest's requests for dinner options in a relaxed setting. Recognized for having the best burger on property.
  • Created Cast safety team to facilitate high involvement, resulted in the reduction of incidents to only 1 in 18 months.
  • Professional growth of Leaders that resulted in Level 1 Sommelier, Cicerone Certification and Global College Program Champion.
  • Created Saratoga's first Gingerbread Display that resulted in revenue of $62K, fully supported by Merchandise LOB with location specific LE pin, mug and ornament. Also featured in an Orlando Sentinel article as well multiple Facebook and Instagram posts.
  • Other responsibilities this year include: Resort Merchandise Talent Planning Liaison, Member of F&B team that reopened locations after closure; POC/resource for returning Proprietors for OKW, Coronado, and Ft Wilderness.
  • Partnered with Recreation to create dynamic holiday events (4th of July, Halloween, New Year's Eve) that included merchandise, food & beverage and entertainment

Proprietor, Retail

Disney’s Contemporary Resort
08.2011 - 12.2018
  • Lead and develop a team of 4 Managers, 81 cast to operate largest resort merchandise location with revenue of $15 million
  • Improve GSM scores continually for Contemporary and Bay Lake Tower through cast development, role standards, and 4 key focuses such as weekly basic briefings, basic walks, and bi-weekly courtesy topics
  • Partnered with location planning to improve mix of branded, upscale items and introduce more Guest events
  • Results were 50% reduction in lack of variety verbatims and 20% increase in Guest wins
  • Achieved best year safety incident rate of 1.94 in 2017 and currently incident free in 2018
  • Managed the annual gingerbread display through design, installation, operation, tear down and storage
  • Christmas 2017 results - 28% increase in revenue and $15,000 increase in profit.
  • Surpassed revenue objectives year over year through strategic promotional plans.

Area Manager, Merchandise

Magic Kindgom
Lake Buena Vista, FL
08.2007 - 08.2011
  • Led and developed a team of 10 Managers in Tomorrowland and Main Entrance with combined revenue of $27 million
  • Selected first merchandise area to participate in the Basics Pilot, introduced performance themed language and guest service initiatives as part of the roll-out
  • Partnered with WDW global teams on projects that included sourcing and implementing new mobility contract, enhancing delivery service processes, and continuing to improve attraction photo image capture
  • Organized the MK Merchandise Coordinator recognition that consisted of educational seminars and Guest Speakers
  • Continued my role as a Park Duty Manager.

Area Manager, Merchandise, Attractions, Custodial

EPCOT
10.2000 - 08.2007
  • Led the World Showcase, Future World and Main Entrance Areas, which included responsibility for several lines of business and operating participants
  • Partnered with WDI, Safety, Ride and Show Engineering to reopen The Journey into Imagination with Figment attraction as well as expand the merchandise offerings to support the reintroduction of Figment
  • As Park Duty Manager, actively walked the park maintaining the overall Guest experience while interacting with Guest, Leaders and Cast Members from all lines of business as well as Operating Participants.

Area Manager - Merchandise

Downtown Disney Marketplace
07.1997 - 09.2000
  • International Airport/Leased Retail, Partnered with WDI, Retail Store Development, Casting and Maingate in the opening of 4 new locations in the Marketplace
  • Worked with Operating Participants on holiday offerings
  • Designed and facilitated the training for Merchantainment Service Audit program.

Retail Guest Service Manager

World of Disney, Disney
09.1996 - 07.1997

Department Manager

Dillard’s Department Stores
Orlando, Fl
07.1991 - 09.1996
  • Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
  • Motivated associates to consistently deliver effective selling behaviors through coaching and recognition..
  • Prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness.
  • Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.

Education

Associate of Arts - Business Administration

Polk Community College
Winter Haven, FL

Skills

    Operations Management

    Organizational Leadership

    Verbal and Written Communications

    Change Management

    Team Player

    Talent Developer

    Creative

    Drives Results

    Guest Service

    Project Management

    Staying Current with Trends

    Inclusive

Certification

Diversity, Equity, and Inclusion in the Workplace

University of South Florida


Hospitality & Tourism Management

Florida Atlantic University


Sommelier Level I

Court of Master Sommeliers


Food Safety Manager

National Registry of Food Safety Professionals


Crummer Certification in Business Management

Rollins College

Timeline

Proprietor, Retail

Disney's Port Orleans Resort
09.2021 - Current

Proprietor, Retail

Disney's Boardwalk Resort
05.2021 - 09.2021

Proprietor, Food & Beverage and Retail

Disney's Saratoga Springs Resort And Spa
01.2019 - 04.2021

Proprietor, Retail

Disney’s Contemporary Resort
08.2011 - 12.2018

Area Manager, Merchandise

Magic Kindgom
08.2007 - 08.2011

Area Manager, Merchandise, Attractions, Custodial

EPCOT
10.2000 - 08.2007

Area Manager - Merchandise

Downtown Disney Marketplace
07.1997 - 09.2000

Retail Guest Service Manager

World of Disney, Disney
09.1996 - 07.1997

Department Manager

Dillard’s Department Stores
07.1991 - 09.1996

Associate of Arts - Business Administration

Polk Community College

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Angie Klote