Colleen Maher
Winter Garden,FL
Summary
Performance and passion driven leader with over ten years of extensive experience applying world-class guest service and diverse hospitality management skills at the Walt Disney World Resort. Ability to balance strategic decisions and financial discipline with a hands-on approach to leadership resulting in strong Cast and Guest satisfaction. Engaging communicator and relationship builder with expertise in organizational planning and team development.
Overview
17
17
years of professional experience
Work History
Food & Beverage Guest Experience Manager
Walt Disney World Parks Experiences & Products
07.2021 - Current
- Lead, inspire and coach cast members to drive fast-paced food and beverage locations inclusive of Tambu Lounge, Kona Island, Kona Café and Ohana
- Area responsible for $54 million dollars in revenue each year
- Responsible for providing labor justifications for FOH tipped and non-tipped cast across four food and beverage outlets
- Location champion for environmentality, safety and sanitation
- Responsible for scheduling, training and onboarding of all tipped and non-tipped cast across four food and beverage outlets
- Create leader schedules for the Kona and Ohana teams
- Align with resort partners to anticipate all guest requests and provide recovery solutions
- Develop cast members to achieve professional goals through mentorship and motivation
Resort Duty Manager
Walt Disney World Parks Experiences & Products
01.2018 - 12.2020
- Partnered with all areas of the resort to ensure appropriate safety, cleanliness, and operating standards were maintained
- Navigated all escalated guest situations, medical emergencies and security concerns on behalf of the General Manager
- Developed and strengthened first-time and repeat guest relationships by providing exceptional guest service
- Lead safety drills, evaluated evacuation plans and managed emergency preparedness resort-wide
- Provided guidance to leadership and cast in identifying and rectifying service opportunities
Catering Guest Experience Manager
Walt Disney World Parks Experiences & Products
12.2013 - 01.2018
- Managed both boutique and large scale events, ranging from weddings and local/social business to corporate conferences
- Partnered with event services, facilities, culinary and AV teams to ensure service, set-up and flow of catered functions created an enhanced guest experience
- Instructed and lead banquet servers, housemen, convention concierge and stewards during catered events
- Executed multiple banquet functions and events from set-up to breakdown on a daily basis
- Established relationships with meeting planners and attendees to guarantee overall enjoyment and satisfaction
- Maintained beverage costs, handled bartender training and product ordering for bars.
Catering Planning Associate
Walt Disney World Parks Experiences & Products
04.2012 - 11.2013
- Forecasted and scheduled banquet servers in accordance with Union guidelines and business needs
- Managed and reviewed Banquet Event Orders to communicate updates and product needs across all lines of business
- Facilitated daily BEO meeting to plan and strategize with partners inclusive of culinary, convention and wedding services, and the audio visual team for successful on-site execution
- Researched and compiled information on variety of planning issues from multiple sources, prepared thorough reports and presented findings in planning meetings
Catering Convention Concierge
Walt Disney World Parks Experiences & Products
03.2011 - 03.2012
- Served as a liaison on the floor between clients and catering management to facilitate great guest service
- Monitored convention center lobby areas and guest rooms in order to anticipate client requests
- Developed and maintained relationships with resort partners.
Corporate Partnership Sales Coordinator
Newport Harbor Corporation
08.2008 - 05.2010
- Handled contractual obligations for the on-site execution of corporate partnership promotions across NHC restaurant group, a Relais and Chateaux inn, in-house catering company and at 7 community events
- Managed sponsorship event team members during community event execution
- Assessed and interviewed all potential internship candidates and subsequently hired and trained all department interns
- Developed customized event marketing proposals with original and creative marketing ideas based on client brand objectives.
Corporate Partnership Sales Assistant
Newport Harbor Corporation
05.2007 - 08.2008
- Oversaw daily office activities including answering phones and email, ordering supplies, maintaining sponsorship contracts, invoices, and event history
- Assisted in the creation of sponsorship proposals, contracts, pre-event reports and recaps
- Accountable for writing promotional copy, updating the website, and editing marketing collateral
- Researched and prospected for new sponsors, inclusive of sampling events & brand awareness initiatives.
Education
Communication Studies -
The University of Rhode Island
Kingston, RISkills
Process Improvement
Communication
Improving Efficiency
Reducing Costs
Resource Management
Leadership
Adaptability
Conflict Resolution
Certifications And Recognition
- Cicerone Level One
- Certified Food Safety Manager
- Walt Disney World Emerging Leader
- Walt Disney World Quarterly Award Recipient
Technical Skills
Microsoft PowerPoint
Microsoft Word
Microsoft Excel
HotSoS
GEMS
A La Carte
MyTime
Dine Time
Timeline
Food & Beverage Guest Experience Manager
Walt Disney World Parks Experiences & Products
07.2021 - Current
Resort Duty Manager
Walt Disney World Parks Experiences & Products
01.2018 - 12.2020
Catering Guest Experience Manager
Walt Disney World Parks Experiences & Products
12.2013 - 01.2018
Catering Planning Associate
Walt Disney World Parks Experiences & Products
04.2012 - 11.2013
Catering Convention Concierge
Walt Disney World Parks Experiences & Products
03.2011 - 03.2012
Corporate Partnership Sales Coordinator
Newport Harbor Corporation
08.2008 - 05.2010
Corporate Partnership Sales Assistant
Newport Harbor Corporation
05.2007 - 08.2008
Communication Studies -
The University of Rhode Island
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