Corey Esteban
Dallas,Georgia
Summary
Personable Guest Experience Manager skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Well-versed in hotel operations and guest account management illustrated over 10 years of industry experience.
Overview
8
8
years of professional experience
Work History
Front Desk Guest Experience Manager
Walt Disney Company
01.2022 - 01.2024
- Led the concierge and bell services cast by teaching, coaching and empowering them to handle any situation that arises
- Tasked with keeping up with fleet maintenance, responsible sending the vehicles out for repair when needed and all other routine check ups
- Assisted in conducting interviews for our frontline service advisors and scheduling the training once the best candidate was picked
- Managed parking operations at the resort for drive-in events which ranged between 100-1200 vehicles
- Handling any escalated situation from all lines of business, responding to guest emails regarding any issues or positive feedback for all 2,416 rooms
- Partnering with Line of Business to teach the 150 front office cast for any updates or process changes
- Liaison between BAGS (valet) and Coronado Springs, making sure they were aware of any events, issues or enhancements and arrival and departure numbers
- Safety Champion for my team involving weekly safety walks and monthly meetings with all lines of business to discuss ways to develop a safer working environment.
Concierge, Club, Operations Support, Frontline Service Advisor
Contemporary and Bay Lake Tower
04.2017 - 01.2022
- Provided club level Guests with a personalized experience while maintaining the lounge with a variety of food and desk as a concierge
- Supported the front desk cast with any complex issues that may occur before/during/after the check in process to troubleshoot technological challenges with the reservation
- Maximized guest satisfaction by promptly addressing concerns and resolving issues
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions
VIP Tour Guide
Disney Special Activities
05.2019 - 02.2020
- Keeping the high-profile guests out of sight when in the park and partnering with multiple lines of business to do so
- Maintained tour vehicles for cleanliness, safety and functionality
- Enhanced visitor experience by providing engaging and informative tours of various attractions
- Increased customer satisfaction through attentive listening and personalized tour adjustments based on group interests
World Showcase Attractions Coordinator
Walt Disney Company
12.2015 - 04.2017
- Responsible for the opening and closing of multiple rides and attractions and responding to emergency calls throughout the park
- Held the 50+ frontline Cast Members accountable in their areas, ensuring the operation is running properly and supplying any materials needed for the operation
- Worked closely with other departments to coordinate special events, enhancing overall guest enjoyment
Education
High School Diploma -
Boca Raton Community High School
Boca Raton, FL06.2011
Skills
- Guest Relations
- Event Planning
- Customer Service
- Cash Handling
- Safety Procedures
- Highly adaptable
- Strong interpersonal skills
- Efficient resourcefulness
Accomplishments
- Collaborated with team of 20 in the installation of Hey Disney in all 2,416 rooms over 4 weeks.
- Successfully led a team to unload, sort and deliver over 4,000 pieces of luggage in one day.
Timeline
Front Desk Guest Experience Manager
Walt Disney Company
01.2022 - 01.2024
VIP Tour Guide
Disney Special Activities
05.2019 - 02.2020
Concierge, Club, Operations Support, Frontline Service Advisor
Contemporary and Bay Lake Tower
04.2017 - 01.2022
World Showcase Attractions Coordinator
Walt Disney Company
12.2015 - 04.2017
High School Diploma -
Boca Raton Community High School
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