Carlos A. Hernandez
Clermont,FL
Summary
Guest experience professional with high standard for delivering exceptional service. Skilled in team collaboration, conflict resolution, and adapting to changing needs. Known for strong interpersonal skills, reliability, and focus on achieving results. Adept at training staff, managing guest relations, and enhancing overall guest satisfaction.
Overview
28
28
years of professional experience
Work History
Guest Experience Manager
Walt Disney World Resort
01.2022 - Current
- Assisted in developing guest feedback collection processes to enhance service quality.
- Supported team in executing guest engagement strategies to improve satisfaction scores.
- Coordinated training sessions for staff on customer service best practices and hospitality standards.
- Monitored daily operations to ensure adherence to company policies and procedures.
- Collaborated with departments to address guest inquiries and resolve issues promptly.
- Coordinated with vendors for repair and maintenance of hotel.
- Coordinated and scheduled with different vendors projects for cleaning the resort property.
- Coordinated with the Training team to keep our cast up to date in all their required classes.
- Led guest service initiatives to enhance overall visitor satisfaction and loyalty.
- Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
- Conducted regular inspections of hotel facilities, ensuring cleanliness, safety, and compliance with brand standards.
- Enforced policies and procedures to increase efficiency.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Monitored staff performance and provided feedback and guidance.
- Coordinated with our Maintenance team to keep our fleet of vehicles up to date with their corresponding preventive maintenance.
- Coordinated with outside vendors to maintain our utilities and carpet equipment.
- Created schedules for the cleaning of the resort public areas, from building cleaning to pond cleaning.
- Coordinated the cleaning for our twice a year VPI inspection, achieving some of the highest scores for our department and resort.
- Organized weekly team schedule.
Utilities / Custodial Coordinator
Walt Disney Parks and Resorts
05.2018 - 12.2021
- Coordinated utility services and schedules to optimize project timelines and resource allocation.
- Implemented process improvements that streamlined coordination efforts, reducing delays in service delivery.
- Collaborated with cross-functional teams to address utility-related challenges and propose effective solutions.
- Monitored regulatory changes impacting utilities, ensuring organizational adherence to compliance standards.
- Developed contingency plans for unexpected utility-related issues, minimizing negative impacts on project timelines and budgets.
- Helped create and coordinate the utility cleaning schedule around the park back areas.
- Trained junior staff members on company procedures, fostering a culture of continuous improvement within the organization''s utility coordination division.
- Safeguarded environmental compliance through adherence to industry regulations and best practices during utility coordination efforts.
- Utilized proper tools and materials to adhere to safety guidelines.
- Monitored safety compliance to maintain strict standards and protect team members from harm.
- Managed efficient teams of up to 15 employees.
- Monitored equipment, tools and system upgrades to compile data into detailed reports for upper management.
- Helped train and implement new technology in all 4 Disney Parks including Disney Springs.
Custodial Coordinator
Walt Disney Parks and Resorts
04.2016 - 05.2018
- Coordinated daily operations to enhance guest experiences across multiple park attractions.
- Assisted in the planning and execution of special events, ensuring seamless logistics and guest satisfaction.
- Managed inventory levels for supplies, ensuring readiness for peak visitor times and events.
- Led team meetings to communicate updates, fostering a collaborative work environment focused on excellence.
- Gathered and organized materials to support operations.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Prioritized and managed multiple projects simultaneously, ensuring all met their deadlines and objectives without compromising quality.
- Enhanced team communication by implementing weekly coordination meetings and detailed project update emails.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Coordinated task assignments for over 25 cast members.
Attractions Cast Member
Walt Disney Parks and Resorts
04.2014 - 05.2018
- Delivered exceptional guest service by engaging with visitors and enhancing their park experience.
- Maintained safety protocols by conducting regular inspections of attractions and equipment.
- Assisted in training new team members on operational procedures and guest interaction techniques.
- Collaborated with diverse teams to ensure seamless attraction operations during peak attendance periods.
- Resolved guest inquiries and concerns efficiently, contributing to high satisfaction ratings.
- Enhanced guest experience by providing exceptional customer service and maintaining a positive attitude.
- Facilitated accessibility for guests with disabilities through proper assistance procedures according to company policies.
- Maintained a high level of personal presentation according to company standards, ensuring a professional and approachable image at all times.
- Handled guest concerns and complaints with professionalism, empathy, and effective problem-solving skills.
- Enhanced overall attraction presentation by maintaining clean surroundings at all times including queue areas, ride vehicles, and exit paths.
- Participated in ongoing training sessions to stay current on attractions knowledge, safety protocols, and customer service techniques.
- Increased overall park efficiency by cross-training in multiple roles within the Attractions department.
- Maintained safety standards by conducting regular inspections and addressing potential hazards promptly.
- Optimized ride throughput by effectively loading/unloading guests while adhering to safety guidelines.
- Assisted in the smooth operation of attractions by efficiently managing wait times and crowd control.
- Provided accurate information regarding park attractions, amenities, and policies to guests, ensuring clarity and understanding.
- Assisted customers in entering and exiting rides, providing balance support and general directions.
- Operated rides and attractions according to written guidelines to reduce injuries.
- Followed posted height and age restrictions and denied access to attraction for guests under minimum requirements.
- Maximized customer service and satisfaction by providing directions to visitors regarding requested locations, events and landmarks.
- Monitored guests and enforced rules, maintaining safety for visitors and staff.
Insurance Agent
Independent Insurance Agent
08.1997 - 04.2014
- Developed comprehensive insurance plans tailored to client needs, enhancing customer satisfaction and retention.
- Conducted risk assessments to identify coverage gaps, advising clients on appropriate policy adjustments.
- Educated clients on policy features and benefits, improving understanding and informed decision-making.
- Collaborated with underwriters to facilitate timely approvals of insurance applications, streamlining processes.
- Implemented best practices for client engagement strategies, increasing appointment scheduling and follow-up effectiveness.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Provided prompt responses to inquiries from both prospective and existing clients, demonstrating a commitment to exceptional service.
- Developed comprehensive knowledge of various insurance products, enabling effective recommendations for clients'' unique situations.
- Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Assisted clients in navigating the often complex claims process, ensuring they received fair and timely resolutions.
- Established a solid reputation within the community as a knowledgeable and reliable resource for all things insurance related.
- Resolved complex claims issues, advocating on behalf of clients to ensure fair settlements.
- Achieved top salesperson status by consistently exceeding sales targets through effective client relationship management.
- Customized insurance packages to client needs, enhancing customer satisfaction and loyalty.
- Enhanced client portfolio value by recommending personalized insurance solutions based on individual risk assessments.
- Educated clients on insurance policies and procedures.
- Met with customers to provide information about available products and policies.
- Finalized sales and collected necessary deposits.
- Evaluated competitors' products and services to gain competitive advantage.
Education
BBA - BBA With A Major in Managerial Economics
Universidad Interamerican De Puerto Rico
San Juan, PR07-1997
Skills
- Exceptional communication
- Property management
- Language fluency
- Guest services
- Guest communication
- Guest complaint resolution
- Guest conflict resolution
- Teamwork and collaboration
- Customer service
- Problem-solving skills
- Attention to detail
- Multitasking Abilities
- Team collaboration
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Guest Experience Manager
Walt Disney World Resort
01.2022 - Current
Utilities / Custodial Coordinator
Walt Disney Parks and Resorts
05.2018 - 12.2021
Custodial Coordinator
Walt Disney Parks and Resorts
04.2016 - 05.2018
Attractions Cast Member
Walt Disney Parks and Resorts
04.2014 - 05.2018
Insurance Agent
Independent Insurance Agent
08.1997 - 04.2014
BBA - BBA With A Major in Managerial Economics
Universidad Interamerican De Puerto Rico