Summary
Overview
Work History
Education
Skills
Timeline
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Carla Coelho

Davenport

Summary

I consistently carry a driven, passionate, and positive demeanor as a venue leader. I am well versed with hospitality standards and create an inclusive environment that fosters energy and engagement. Overall, I am a leader who is passionate about food safety, guest satisfaction, maintaining positive Team Member relationships, while remaining result focused. With that, I aim to obtain a role as a Restaurant Manager at the Universal Orlando Resort, where I can use my experience and talent to deliver 100% excellence in guest experience. I have experience in the hospitality profession with 15+ years experience providing world-class customer service to domestic and international guests.

Overview

18
18
years of professional experience

Work History

Food & Beverage Trainer/Cash Coordinator

Universal Orlando Resort
11.2023 - Current
  • Became a Trainer by motivating and inspiring other Team Members to perform their role in compliance with Universal’s standards
  • Became a Cash Coordinator within my first three months with the company
  • Manage venue funds accurately as a Cash Coordinator, auditing, tracking, and depositing all cash and receipts
  • Train new Team Members by relaying information on company procedures and safety requirements
  • Assisted in updating daily cleaning checklists and weekly railroad cleaning checklists for the venue, making sure we were always compliant with food safety and sanitation practices
  • Utilized my experience to support leadership with daily responsibilities by efficiently helping to manage the venue and carry out Cash Coordinator duties.

Food & Beverage Team Captain

Walt Disney World Resort
01.2010 - 01.2022
  • Lead over 300 Team Members with a positive attitude and using the Disney’s Four Keys Service Basics (Safety, Courtesy, Efficiency and Show), managing an average of 2-3 operations daily
  • I have used this to my advantage in my current Universal Orlando Resort role as a Cash Coordinator
  • Established open and professional relationships with Team Members to achieve quick resolutions for various issues
  • Managed Team Members’ daily scheduling system to maintain an efficient workload for the operation
  • Handled escalated Guest challenges with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty
  • Helped execute a plan to expand the nightly event Fireworks Dessert Party at Tomorrowland Terrace in 2016, increasing the number of guests nightly by 150%, generating an additional $10M in revenue for the Walt Disney World Company
  • Developed Managing skill set in one of the highest paced Quick Service Restaurants on Walt Disney World property and gained additional high volumes experience as a Guest Experience Coordinator in different Walt Disney World Resort locations
  • Translated all the Quick Service Restaurant menus in the Magic Kingdom Park to Portuguese and Spanish, working with the Food & Beverage Project Team to create easier menus for the International Tour Groups
  • Lead a group of Trainers for the roll-out of the Mobile Ordering System, offering support to most venues in the Magic Kingdom Park during first weeks of operation
  • Responsible for training all new Coordinators coming to the location on daily responsibilities, food safety procedures, best practices, and most importantly, Guest experience expectations
  • Assisted and implemented training for the Disney International Park Greeters making sure Team Members with short time training opportunities could deliver the same excellent service
  • Member of the local Safety Committee to help promote a Safe work environment, with no injuries.
  • CDS: Cast Member Scheduling System
  • MATRA/CLARITY: Manages all related to revenue.
  • A LA CART: Dining Reservation System.
  • KNOWLEDGE: All guest event arrival reports.
  • Leadership Development Toolkit: Intensive 3-month course on how to develop skills and have success in providing world-class customer service as a Leader.
  • Received 2 Cast Member Quarterly awards on Excellent Customer Service.

Front Desk Supervisor/Manager On Duty

Parc Corniche Resort
01.2007 - 01.2010
  • Managed over 600 Guest Rooms including check-ins, guest inquiries, and problem-solving ensuring Guest satisfaction
  • Handled funds over $50.000, balancing end of day revenue and creating banks for the next day
  • Learned to build strong relationships with Guests through positive attitude and attentive response.

Education

No Degree, AA in Hospitality Management -

Valencia College
Orlando, FL

Skills

  • Compliance trained
  • Teamwork and Collaboration Enthusiast
  • Food Safety as a Priority
  • Guest Service Excellence
  • FOH and BOH Operations Knowledge
  • High-Volume Operations
  • Adaptable
  • Brand Loyalty
  • Fluent in Portuguese, English and Spanish
  • Time Management
  • Mentoring
  • Professional Relationships
  • Shift Management
  • Efficient Problem Solving
  • Training

Timeline

Food & Beverage Trainer/Cash Coordinator

Universal Orlando Resort
11.2023 - Current

Food & Beverage Team Captain

Walt Disney World Resort
01.2010 - 01.2022

Front Desk Supervisor/Manager On Duty

Parc Corniche Resort
01.2007 - 01.2010

No Degree, AA in Hospitality Management -

Valencia College

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Carla Coelho