CHANTEL BERRin
Windermere,FL
Summary
Results-driven Guest Experience Manager with expertise in project management and team leadership. Skilled in developing training programs and communication strategies that enhance guest satisfaction and service quality. Proven ability to implement solutions that improve operational efficiency and elevate guest experiences.
Overview
15
15
years of professional experience
Work History
Guest Experience Manager (Front Office) Housekeeping, Relief Resort Duty Manager, Emerging Leaders Alumni
The Walt Disney Company
Lake Buena Vista, USA
12.2011 - Current
- Revamped the arrival experience at Disney's Boardwalk Resort by designing and implementing a comprehensive training program featuring on-the-job training and timely feedback, driving a 12-point increase in guest arrival scores year over year.
- Implemented best practices that ensured consistent high service standards across all teams, contributing to enhanced guest experiences.
- Facilitated workshops to promote a culture of exceptional guest care among staff.
- Established clear goals for team members in regards to improving the overall guest experience.
- Analyzed customer data to determine trends and opportunities for improved customer satisfaction.
- Coached and supported team members to elevate customer service skills, fostering a culture of exceptional guest care.
- Collaborated with other departments to resolve guest issues quickly and efficiently.
- Enhanced guest satisfaction through personalized service and attention to detail.
- Elevated housekeeping performance at Disney's Boardwalk Resort through strategic communication and relationship-building, aligning cast efforts with guest experience priorities. Delivered measurable improvements in cast satisfaction and operational efficiency across the department.
- Redesigned and expanded the Frontline Supervisor role at Disney's Contemporary Resort by introducing diverse responsibilities that fostered skill development and career growth. Empowered cast members with tools and experiences that prepared them for advancement, resulting in numerous cast members progressing into Disney leadership roles.
- Managed inventory levels to ensure timely product availability, aligning resources with diverse guest needs and enhancing service delivery.
- Implemented the PRIMO initiative at Disney's Contemporary Resort for the front office, resulting in a significant decrease in guest-related challenges associated with pest management concerns.
- Acted as relief Duty Manager at Disney's Contemporary Resort, supporting all resort operations, ensuring seamless coordination between multiple lines of business, and handling escalated guest situations with professionalism, while representing the Resort General Manager.
- Successfully reopened the Chronos Club at Disney's Coronado Springs Resort, maintaining a 98%-100% guest satisfaction score by leading cast members to deliver exceptional service and maintain a premium product that instilled cast pride.
- Mentored and developed fellow leaders through all aspects of front-office leadership, setting the standard for professionalism in the role by consistently demonstrating the necessary skills and providing timely feedback for improvement.
- Optimized scheduling operations for Cast Members and Leaders at Disney's Art of Animation Resort and Disney's Port Orleans-French Quarter, reducing labor overtime, and achieving a 7% cost savings by eliminating an overage of 260+ labor hours in the first quarter.
- Act as the primary point of contact and Relief Rooms Manager, gaining hands-on experience in leading salaried staff, and managing complex operational challenges. This role expanded my leadership capabilities and deepened my understanding of team dynamics across different staffing levels.
Global Entertainment Character Attendant
The Walt Disney Company
Lake Buena Vista, USA
01.2012 - 01.2013
Attractions Hostess & Trainer
The Walt Disney Company
Lake Buena Vista, USA
01.2011 - 01.2012
Education
Bachelor of Science - Communication
Rollins College
Winter Park, FL01.2026
Minor - Psychology
Rollins College
Winter Park, FL01.2018
Skills
- Project management
- Communication strategies
- Operational efficiency
- Brand representation
- Exceptional communication
- Guest satisfaction focus
- Team leadership
- Interviewing and hiring
- Multitasking capacity
- Verbal and written communication
- Reliability
- Business development
- Customer satisfaction
- Interpersonal communication
- Teamwork and collaboration
- Effective communication
- Professionalism
- Timely complaint resolution
- Team member development
- Guest recovery
- Strong empathy
- Concierge services
- Hospitality best practices
- Guest relations expertise
- Property management
- Leadership training
- Customer service
- Team building
- Reservation systems proficiency
- Guest communication
- Customer rapport
- Client relationship management
- Guest complaint resolution
- Complaint handling
- Guest services
- Hospitality and service industry background
- Guest conflict resolution
- Crisis management
- Problem-solving
- Multitasking ability
- Professional demeanor
- Adaptability and flexibility
- Team performance monitoring
- Self motivation
Timeline
Global Entertainment Character Attendant
The Walt Disney Company
01.2012 - 01.2013
Guest Experience Manager (Front Office) Housekeeping, Relief Resort Duty Manager, Emerging Leaders Alumni
The Walt Disney Company
12.2011 - Current
Attractions Hostess & Trainer
The Walt Disney Company
01.2011 - 01.2012
Bachelor of Science - Communication
Rollins College
Minor - Psychology
Rollins College