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
Lake Buena Vista, FL
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
Lake Buena Vista, FL
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
Orlando, FL
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
Orlando, FL
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