Dalih Holsonback
Orlando,FL
Summary
With a proven track record at Walt Disney World Resort, I excel in operations management and staff training, enhancing guest experiences through strategic leadership and innovative problem-solving. My expertise in property management systems and commitment to exceptional customer service have significantly boosted team productivity and guest satisfaction.
Overview
9
9
years of professional experience
Work History
Guest Service Manager OPS Worldshowcase Attraction
EPCOT
01.2023 - Current
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Ensured park safety with regular maintenance checks, promptly addressing any hazards or issues identified.
- Provided support during emergency situations, ensuring prompt response from appropriate personnel when needed.
- Developed a comprehensive training program for new hires that streamlined the onboarding process while emphasizing essential skills required for success in their role.
Custodial Leader Epcot Center
EPCOT
09.2015 - 01.2023
- Identified team weak points and implemented corrective actions to resolve concerns.
- Assisted with new hire processing and existing training programs.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Reduced operational expenses by implementing cost-effective solutions and proactively monitoring budgetary allocation.
- Analyzed data trends to inform decision making processes, leading to more informed choices for future actions.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
- Facilitated leadership development workshops, fostering an environment of growth and self-improvement among management team members.
- Spearheaded company-wide compliance initiatives, ensuring adherence to industry regulations through targeted employee education efforts.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Implemented new learning strategies depending upon employees' skill levels.
Housekeeping Manager All Star Sports
Walt Disney World Resort
09.2015 - 01.2019
- Worked with front desk to respond promptly to all guest requests.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Communicated repair needs to maintenance staff.
- Managed team productivity and workflow to exceed quality standards.
- Promoted safety by demonstrating proper operation and training staff on power equipment tools.
- Led the implementation of environmentally friendly practices within the department, reducing water consumption and chemical usage.
- Promoted a culture of teamwork within the housekeeping department by fostering open communication channels among employees at all levels.
- Utilized chemicals and cleaning equipment in accordance with safety protocols and proper operating standards.
- Established strong relationships with vendors to negotiate favorable pricing on linens, amenities, and cleaning products.
- Continually researched new cleaning technologies and techniques to enhance the department''s productivity and quality of service.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Established a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
- Championed employee recognition programs, celebrating individual achievements and reinforcing the value of ongoing personal development.
Housekeeping Operations Manager
Walt Disney Parks And Resorts
07.2015 - 09.2015
- Managed a team of housekeepers, ensuring adherence to established protocols and maintaining high standards.
- Addressed guest concerns quickly and professionally, demonstrating exceptional customer service skills and problem-solving abilities.
- Implemented inventory management systems for cleaning supplies, resulting in cost savings and reduced waste.
- Enforced safety protocols among housekeeping staff members, minimizing workplace accidents or injuries during daily operations.
- Conducted regular inspections of guest rooms and public areas, ensuring consistent cleanliness and quality control.
Education
Bachelor of Science - Biology
Caribbean University
Bayamon, PR05.1992
Skills
- Staff Training and Development
- Guest accommodations
- Operations Management
- Guest experiences
- Customer Service
- Shift Scheduling
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Portuguese
Elementary
Timeline
Guest Service Manager OPS Worldshowcase Attraction
EPCOT
01.2023 - Current
Custodial Leader Epcot Center
EPCOT
09.2015 - 01.2023
Housekeeping Manager All Star Sports
Walt Disney World Resort
09.2015 - 01.2019
Housekeeping Operations Manager
Walt Disney Parks And Resorts
07.2015 - 09.2015
Bachelor of Science - Biology
Caribbean University
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