Carter Robinson
Orlando,FL
Summary
Dynamic hospitality professional with extensive experience at Walt Disney World Resort, excelling in guest relations and team collaboration. Proven track record of enhancing guest satisfaction through effective problem-solving and training initiatives. Skilled in resort and theme park operations through different line of business, consistently delivering memorable experiences while maintaining high service standards.
Overview
9
9
years of professional experience
Work History
Front Desk Club Operations Host
Walt Disney World Resort
Lake Buena Vista, FL
05.2024 - Current
- Utilized guest feedback and analytics to refine processes, always working towards the goal of exceeding expectations within the Club Level experience.
- Oversaw accurate billing procedures and ensured proper financial transactions at the end of each guest stay within the Club Level area.
- Assisted guests with reservations, transportation arrangements, and local recommendations, ensuring memorable experiences.
- Initiated cross-departmental collaborations to enhance overall hotel offerings targeted specifically towards Club Level clientele.
- Handled escalated guest concerns professionally, taking necessary steps towards swift resolution while preserving customer loyalty.
- Conducted regular training sessions for team members to maintain high standards of guest service excellence.
- Maintained clean and organized club facilities to comply with hygiene and health regulations.
Attractions Coordinator and Host
Walt Disney World Resort
Lake Buena Vista, FL
08.2022 - 05.2024
- Handled customer complaints professionally, resolving issues quickly to maintain positive guest relations.
- Conducted regular inspections on all attractions, maintaining compliance with safety regulations and ensuring the highest quality experience for guests.
- Implemented improvements in ride procedures, streamlining processes and increasing overall guest satisfaction rates.
- Evaluated employee performance periodically, identifying areas of improvement and offering tailored support or additional training as needed.
- Monitored budget and expenditures, keeping facility within budget.
- Supervised a team of up to 20+ cast members
- First responder to emergency’s
Front Desk Agent
Walt Disney World Resort
09.2021 - 08.2022
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Attractions Management Intern
Hershey Entertainment & Resorts
Hershey, PA
01.2021 - 09.2021
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Learned and used technology systems and platforms to assist with tasks.
- Collaborated with industry professionals to learn internal business processes and best practices.
- Assisted in employee training initiatives, enhancing overall staff competency and skill sets within the organization.
Attractions Trainer
Canobie Lake Park
06.2016 - 10.2020
- Consistently exceeded internal audit scores related to staff competency levels due to effective delivery of detailed training sessions.
- Promoted an inclusive work environment by tailoring training methods to accommodate diverse learning styles among employees.
- Conducted pre-opening and closing tasks and inspections.
- Explained ways to recognize potential safety issues during ride.
- Provided guidance and support during critical incident debriefs following any accidents or emergency situations involving attractions personnel or guests.
- Maximized resource utilization by identifying opportunities for group trainings when appropriate while maintaining individualized attention for more complex topics or skill sets as needed.
- Maintained up-to-date knowledge of industry trends, regulations, and standards while incorporating relevant information into training materials for ongoing relevance.
Education
Bachelor Of Hospitality And Tourism Management - Theme Park Management
Johnson & Wales University
Providence, RISkills
- Customer service
- Team collaboration
- Multitasking proficiency
- Effective time management
- Guest relations
- Reservations
- Safe food handling
- Front Desk
Timeline
Front Desk Club Operations Host
Walt Disney World Resort
05.2024 - Current
Attractions Coordinator and Host
Walt Disney World Resort
08.2022 - 05.2024
Front Desk Agent
Walt Disney World Resort
09.2021 - 08.2022
Attractions Management Intern
Hershey Entertainment & Resorts
01.2021 - 09.2021
Attractions Trainer
Canobie Lake Park
06.2016 - 10.2020
Bachelor Of Hospitality And Tourism Management - Theme Park Management
Johnson & Wales University