Courteney Hemingway
Aquatic Attractions (SAE) Supervisor
Saint Cloud,FLORIDA
Summary
Being a Supervisor (SAE) and a Status Team Leader at Volcano Bay has taught some amazing lessons and strengthened a lot of skills. Some of these skills include communication, problem solving, quick thinking and seeing a company from both the guests and management perspective. Once someone understands a companies goals and morals, it makes it a lot easier to convey to not only the guests but to the team members of what should be expected from the company in order to make Volcano Bay a fun, unique and desirable vacation or work area. Being completely park trained in every village and attraction at Volcano Bay has really helped broaden the knowledge I understand each team member and the different struggles and strengthens of each village. This has also benefited both myself and the company due to being a valuable resource to the management team as I have and to understand each team member and the different struggles and strengthens of each village. This has also benefited both myself and the company due to being a valuable resource to the management team as I have been able to be the "10" (supervisor for the day) of any village the leadership team needs me to be.
Overview
3
3
years of professional experience
2
2
years of post-secondary education
3
3
Certificates
5
5
Languages
Work History
SAE Aquatic Attractions
Universal Orlando Resorts
Orlando, FL
04.2022 - Current
- Inspecting Attractions (safety walks) and equipment for signs of wear or damage impacting safety of guests and team members.
- Establishing connections with variety of departments and other members of management to resolve issues or to improve on quality of Universals work place.
- Assigning work to different team members, set schedules and motivate strong performance in key areas from our team members.
- Keeping morale high and making sure to always be three steps ahead of different problems that could potentially arise. This ultimately sets up the team for success and gives them a management team they can trust in.
- Coaching team members through attendance counseling's and performance reviews in order to either improve or to motivate them to keep going and show that their efforts do not go unnoticed.
- One major focus I set personally is TSAT. If every team is happy and enjoys their job, then that will reflect in guests experience and ultimately boost up GSAT scores. You have to take care of your team first.
- Interviewing new hires, promotional positions and seeing who would fit/work best in order to promote appropriately. Giving feedback on how team members could improve and giving them helpful tools/goals to work towards in order to be successful for upcoming interviews.
- Built and tweaked on all skills and responsibilities I had as team lead.
Team Leader
Universal Orlando Resorts
Orlando, Florida
03.2021 - 04.2022
- Built strong relationships with guests through positive interactions and attentive ear to listen.
- Mentored and coached other team members to follow companies procedures and guidelines.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly guest service.
- Demonstrated knowledge of company's morals and vision and mentored team members in reaching objectives corresponding with company core values.
- Knowledge of Volcano Bay and various 10-24's due to being cross-trained in two villages, Waves and River.
- Verified budget reports and how to stay within guidelines set by Universals budget while also maintaining efficiency and exceptional guest service.
- Making sure all safety equipment and attractions are clear to be open.
- Communicating with various departments in order to run the operation smoothly.
- Coordinated treatment and placement activities while supervising team of 30-60 team members.
- Providing team members with feedback on their performance and discussing their growth.
growth.
Attractions Cast Member (Trainer)
Walt Disney World Resort
Orlando, FLORIDA
09.2019 - 05.2021
- Managed delicate and difficult 10-24's and coordinated with security personnel.
- Delivered safety spiels to guests while in safety positions on all attractions.
- Cross trained to two attractions.
- Coached other cast members through peer to peer training.
- Learnt how to say specific attraction safety spiel in over 10 languages in order to make all guests feel inclusive and safe.
- Assisted with evacuations for multiple events (Signal 25's, downtimes) and guest situations that followed.
- Made magical moments happen at Disney for various families around Magic Kingdom in order to provide that exceptional guest service to make every guest feel special.
- Trained new team members and tried to give them best first experience to set them up for success and with good knowledge to feel comfortable operating attractions.
- Since being the first person that new trainees would see, so always having a positive and bubbly attitude was big thing for Disney. Smile is contagious after all.
- Paid attention to different learning styles of each trainee and adapting my teaching and coaching to fit that learning style to best set up cast members correctly.
Education
High School Diploma -
Harmony High School
Saint Cloud 06.2020 - 06.2020
Associate of Arts - Business Economics And Analytics
Valencia
Lake Nona 06.2020 - Current
Skills
Teamwork and Collaboration
Self-Motivated
Complaint resolution
Attractions and amenities knowledgeable
Teambuilding
Analytical and Critical Thinking
Dependable and Responsible
First Aid/CPR
Planning and Coordination
Accomplishments
- Awarded Team Member of the month in March 2021.
- Awarded BRAVO December 2021.
- Opened up River village and Waves village multiple times alone while making sure every attraction opened on time and had enough staffing.
- Being able to balance both team member issues and keeping up with Universal standards and procedures.
Certification
Deep Water ARC Certification
Timeline
SAE Aquatic Attractions
Universal Orlando Resorts
04.2022 - Current
Deep Water ARC Certification
12-2021
Team Leader
Universal Orlando Resorts
03.2021 - 04.2022
Aquatic Attraction certification
12-2020
High School Diploma -
Harmony High School
06.2020 - 06.2020
Associate of Arts - Business Economics And Analytics
Valencia
06.2020 - Current
CPR Certification
01-2020
Attractions Cast Member (Trainer)
Walt Disney World Resort
09.2019 - 05.2021