Daniel McCarthy

• Oversees guest experience, team performance, and event execution to ensure the delivery of a seamless and immersive holiday experience that aligns with Marriott's service and brand standards.
• Lead, motivate, and manage a team of 45 Guest Service Associates and 5 Coordinators to deliver exceptional guest service and operational excellence.
• Create an immersive guest experience that goes beyond a traditional attraction, emphasizing storytelling, engagement, and emotional connection.
• Oversee daily Guest Services operations, including staffing, scheduling, training, and performance management.
• Uphold and enforce HR policies, safety standards, and Marriott brand service standards to ensure a professional, compliant, and inclusive work environment.
• Partner with cross-functional teams - Special Events team, Entertainment, and Operations - to coordinate logistics and maintain a consistent guest experience.
• Develop and implement training programs focused on guest engagement, communication, and service recovery.
• Monitor guest feedback and performance metrics to identify opportunities for improvement and team development.
• Support onboarding and coaching of seasonal staff to build a high-performing, guest-centric team.
• Foster a positive team culture rooted in collaboration, accountability, and the spirit of hospitality.
• Responsible for leading Guest Services operations for ICE! Rudolph the Red-Nosed Reindeer, a large-scale seasonal attraction at Gaylord Hotels.

• Ensured delivery of elevated guest experiences aligned with JW Marriott brand and Forbes service standards while advancing operational performance and team development.
• Directed daily operations for Front Office, Concierge, and Bell Services to ensure seamless arrivals, departures, and guest interactions.
• Led and developed a team of 20 associates, driving accountability, engagement, and service excellence.
• Collaborated with Housekeeping, Engineering, and F&B to maintain operational efficiency and brand consistency.
• Managed room inventory, VIP experiences, and guest preferences to optimize satisfaction and loyalty.
• Ensured compliance with HR policies, safety standards, and Marriott operational guidelines.
• Executed upselling and loyalty enrollment initiatives to support revenue and brand objectives.
• Oversaw guest recovery and service processes to uphold high guest satisfaction standards.
• Contributed leadership to Front Office and Guest Services operations for a 198-room Forbes Recommended luxury resort with private residences.
• 2024: Achieved all Front Office goals, including Intent to Recommend (ITR), Elite Appreciation, Marriott Bonvoy Enrollments, and Upsell Strategy.
• 2025: Surpassed ITR goal and outperformed previous year's results across guest satisfaction and loyalty metrics.
• Reached 938 Marriott Bonvoy enrollments (Jan - Sept) toward a 1,186 goal, surpassing 2024's total of 786 enrollments within 9 months.
• Contributed to maintaining Forbes Recommended status through consistent delivery of luxury-level service.
• Enhanced team performance through targeted coaching, leadership development, and recognition programs.

• A guide for selected new crew members. Work with trainees by being genuine, understanding, inspiring, dedicated, and empowering their personal and work goals. Teaching visual, auditory, and kinesthetic learning preferences.
• Train delivery skills by being prepared, intentional, and consistent. Have trainees learn and understand emotional intelligence to perceive, use, and handle various situations. Trainees learn luxury elevated service and understand why certain protocols/steps are executed.Passengers receive white glove and top-world-class service. Passengers that stay at the Star Wars: Galactic Starcruiser receive unparalleled guest assistance and convenience, a memorable, satisfying immersive stay and dining experience.
  Having passion and motivation to leave the passengers with a feeling of home and having them say 'I never want to leave.' Creating and delivering strong results of leaving the passenger with a beyond memorable experience of a lifetime.
  Delivering elevated luxury service of excellence for our passengers at the Star Wars: Galactic Starcruiser.
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