Summary
Overview
Work History
Education
Skills
Timeline
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Ben Shaw

Kissimmee

Summary

Results-driven and highly skilled hospitality and operations manager with over 3 years of experience leading large teams in high-traffic environments, including resorts and theme parks. Passionate about creating exceptional Guest experiences and inspiring Cast Members to achieve operational excellence. Proven track record of enhancing efficiency, maintaining high Guest satisfaction scores, and fostering an inclusive work environment. Dedicated to delivering courteous service while upholding the highest standards of safety and compliance. Expertise in budgeting, staff scheduling, training, and feedback to drive both team and organizational success. Proficient in industry-standard software tools, including HotSOS, UKG Kronos, Microsoft Office and others to meet and exceed operational goals.

Overview

4
4
years of professional experience

Work History

Resort Housekeeping Coordinator

Walt Disney World Resort
04.2024 - Current
  • Resolved Guest concerns in alignment with Walt Disney World service standards, creating positive engagements and communicating actions to leadership.
  • Trained and supervised new Housekeeping Cast Members, ensuring adherence to efficiency standards while inspiring others to succeed through positive and engaging interactions.
  • Analyzed Guest feedback via Medallia, maintaining Room Cleanliness scores above 70% and implementing proactive adjustments to improve satisfaction.
  • Conducted performance audits for Cast Members, providing actionable feedback to exceed Guest expectations and operational benchmarks.
  • Collaborated with Disney Vacation Club Members and Ambassadors, adapting to larger villa-style accommodations while delivering premier service.
  • Embraced Disney’s 5 Keys and Guest Service Principles to create magical experiences and foster an inclusive environment for Guests and Cast Members.
  • Proficient in using software such as HotSOS, TrainMe, and Cast Deployment System to ensure compliance with resort safety and cleanliness standards.

Housekeeping Supervisor

Great Wolf Resorts
04.2023 - 03.2024
  • Led daily floor operations for a team of 110+, ensuring adherence to Great Wolf Brand Standards and delivering exceptional guest experiences.
  • Achieved and maintained the brand's second-highest Net Promoter Score for Room and Resort Cleanliness, exceeding benchmarks and driving operational excellence.
  • Conducted VIP inspections in collaboration with Engineering and Front Office leadership, ensuring prompt, high-quality room readiness and exceeding cleanliness standards.
  • Recruited and onboarded new team members, fostering a culture of success and delivering memorable guest experiences.
  • Delivered actionable feedback through cleanliness audits, improving performance and consistently meeting key metrics like Rooms Ready by 4 PM.
  • Served on the Customer Experience Committee, analyzing guest feedback and implementing operational adjustments to enhance satisfaction.
  • Proficient in industry software (HotSOS, FormOPX) to uphold corporate safety and cleanliness compliance.

Team Captain- Attraction Operations

Universal Orlando Resort
11.2022 - 04.2023
  • Managed daily operations of Hollywood Rip Ride Rockit, leading a team of 120+ to accommodate over 1,200 Guests per hour while ensuring operational excellence.
  • Resolved complex Guest concerns, coached Team Members, and upheld Universal Orlando Resort efficiency goals and service standards.
  • Oversaw secondary Guest metal-detection security screenings, ensuring compliance with safety protocols for loose items and medical devices, while addressing operational challenges.
  • Analyzed financial data in UKG Kronos to reconcile timecards and ensure adherence to daily budget constraints.
  • Led new hire training, collaborating with Leads and Trainers to develop Team Members, monitor progress, and identify opportunities for career growth.
  • Adjusted daily staffing and rotation schedules based on park attendance, verified Ride & Show reports, and ensured safety checklist compliance.

Team Lead- Aquatic Operations

Universal Orlando Resort
06.2021 - 11.2022
  • Oversaw daily park operations of Universal Volcano Bay, leading a team of 120+ and providing constructive performance feedback to drive excellence.
  • Conducted lifeguard in-service training and daily performance audits, ensuring adherence to safety protocols and proficiency standards.
  • Developed schedules, managed labor budgets, and organized rotation boards to optimize resource allocation and operational efficiency.
  • Directed initial and ongoing lifeguard training programs, supervising the Certified Trainer team to maintain high training standards.
  • Maintained strong swimming proficiency, executing complex rescue techniques and utilizing specialized equipment to assist distressed swimmers.
  • Practiced and trained American Red Cross Lifeguard techniques, including CPR, AED, and First Aid, ensuring consistent team proficiency through monthly training.

Education

No Degree - Business Administration And Management

The University of South Florida
Tampa, FL
01-2027

High School Diploma -

Newsome High School
Lithia, FL
05-2020

Skills

  • Housekeeping Training and Management
  • Guest Experience Leadership
  • Talent Recruitment
  • Labor Budget Control
  • Microsoft Office Certiport Certification
  • HotSOS expertise and REX Familiarity
  • Former American Red Cross Deep Water Lifeguard
  • Operations Management

Timeline

Resort Housekeeping Coordinator

Walt Disney World Resort
04.2024 - Current

Housekeeping Supervisor

Great Wolf Resorts
04.2023 - 03.2024

Team Captain- Attraction Operations

Universal Orlando Resort
11.2022 - 04.2023

Team Lead- Aquatic Operations

Universal Orlando Resort
06.2021 - 11.2022

No Degree - Business Administration And Management

The University of South Florida

High School Diploma -

Newsome High School

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Ben Shaw