Hi, I’m
Damarys Caraballo
Kissimmee ,FL
Summary
Accomplished Guest Experience Manager at Walt Disney World Resort with 15+ years of experience, adept in bilingual communication and adaptive leadership. Spearheaded initiatives improving guest satisfaction and safety, mentoring leaders, and enhancing operational efficiency. Excelled in relationship building and contributing to significant team achievements and exceeding financial targets.
Overview
28
years of professional experience
1
Certification
Work History
Walt Disney World Resort
Guest Experience Manager
06.1996 - Current
Job overview
- Led large diverse group of Cast Members throughout different forms of business in Food and Beverage including; Pool Bars, Lounge Bars, Quick Service Restaurants, Ala Carte Restaurants, Character Dining Restaurants, Outdoor Vending and Stands.
- Enhanced the allergy process at Chef Mickey's by adding an allergy flag to each table to discreetly highlight the presence of a guest with allergies for improved Cast Member awareness and Guest safety in a family style or buffet restaurant.
- Mentored new leaders and peers in the in and out's of food and beverage leadership through training, timely performance feedback, and daily operational coaching.
- Trained as a Relief Duty Manager in resorts assisting in the day to day operational and emergency needs of the resort.
- Established great partnerships with the Entertainment team to make adjustments to improve the guest experience at Chef Mickey's which included the changing of the character rotation which led to increased guest satisfaction.
- Implemented new processes with the hostess team to elevate the guest experience by adding a greeter and enhancing our training to further personalize the Disney standards.
- Professionally developed and mentored many hourly Cast Members throughout my career which assisted them in reaching their desired career goals including promotions into Coordinator roles and Leadership roles.
- Participated on several opening teams across Walt Disney Property which included Tusker House Character Dining, Starbucks Trolley Car Cafe and Chef Mickey's re-opening team which transitioned from Family Style to Character Buffet.
- Maintained and enhanced the win and losses tracking for many locations to better monitor trends and create action plans based on Guest Service Measurements and verbatims.
- Led improvements in many locations regarding sanitation and maintenance practices to ensure green state inspections and procedural consistency.
- Demonstrated business acumen by effectively managing our labor and sales on a daily basis based on guest trend and operational need.
Walt Disney World Resort
Area Manager
03.2006 - 05.2012
Job overview
- Completed 4 TA Area Manager assignments in Quick Service Restaurants and Outdoor Vending across Walt Disney World.
- Led a team to achieve company goals and exceed financial targets .
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Conducted regular performance evaluations for my direct reports to identify areas for improvement and develop action plans for growth.
- Conducted in location one on one's to educate leaders on leadership best practices and procedures to increase profitability.
Education
Valencia College / University of Rochester Orlando, FL
Bachelor of Science from Hospitality Administration And Management
Skills
- Bilingual - Spanish
- Exceptional communication
- Solutions Oriented
- Committed High Achiever
- Adaptive leadership
- Collaborator
- Guest resolution
- Coaching and Mentoring
- Microsoft Suite
- Relationship Building
Certification
Certified Cicerone Beer Server
Timeline
Area Manager
Walt Disney World Resort
03.2006 - 05.2012
Guest Experience Manager
Walt Disney World Resort
06.1996 - Current
Valencia College / University of Rochester
Bachelor of Science from Hospitality Administration And Management