Eduard Hurtado
Opelika
Summary
Aspiring leader who delivers results through connecting and collaborating with individuals, revenue/cost management, and creative problem solving to ensure all stakeholders are successful and satisfied.
Overview
8
8
years of professional experience
Work History
Retail/Attractions Manager
Great Wolf Lodge Resort
05.2022 - Current
- Oversaw over 100 employees working in 9 retail or attraction outlets producing over $12 million in revenue for 2024 through emphasis on employee training, proactive sales methods, and guest engagement
- Produced brand leading Net Promoter Scores for Guest Satisfaction for 2022, 2023, and 2024
- Restored customer loyalty by resolving complaints with workers, activities or services rendered as well as active guest compensation training with pack members
- Continued to manage weekly labor scheduling while developing new department wide labor models to increase productivity and decrease labor overspend. SPLH increase YoY each year from 2021 ($110.01) to 2024 ($133.73)
- Member of multiple lodge level committees such as Safety, Customer Experience, and DEI to help ensure department and property meets and continues to grow in all these areas. Volunteered to be CX Champion for the property in 2025
- Helped increase P&L through proactive training of pack members on inventory control processes and connecting with Inventory Controller/Receiver on key initiatives. COGS decreased YoY multiple years in a row (23.2% in 2023 vs 18.8% in 2024)
- Responsible for development of leadership team made up of 6 supervisors to perform at a high level relating to pack member training, outlet communication, and product merchandising. All of which to increase Safety, employee NPS, guest NPS, and OSR
- Increase employee NPS YoY for through proactive planning and engagement of pack members to increase worker satisfaction (Manager eNPS: 40.7 in Jan 2024 vs 66.7 in Jan 2025)
Retail/Attractions Supervisor
Great Wolf Lodge
11.2019 - 05.2022
- Direct and organize daily operations of the Retail and Attractions outlets and areas ensuring all areas meet the company standard of training, safety, merchandising, and guest satisfaction
- Build relationships with pack members to ensure high morale and energy through all lines of business
- Swiftly and successfully resolve conflicts among guests and workers resulting in customer satisfaction
- Development of weekly labor schedules and monthly financial reports
- Maintained and enforced policies and procedures regarding the COVID-19 pandemic.
Entertainment Ambassador
Great Wolf Lodge
04.2018 - 11.2019
- Provided entertainment and activities for families staying at the resort to enjoy
TreeTop Attendant
Callaway Gardens - TreeTop Adventure
04.2017 - 08.2017
- Operated the TreeTop ropes course and zip lines for guests of the resort including participant training, safety enforcement, guest rescues, and daily inspections
Education
Bachelors - Business Administration and Management, Finance
Point University
West Point, GAGeneral Studies
Pensacola Christian College
Pensacola, FLHigh School Diploma -
Troup County High School
La Grange, GA05-2018
Skills
- Team Leadership
- Customer Satisfaction
- Employee Training & Engagement
- Labor Management
- Sales & Performance Analysis
- Revenue Growth
- Operational Success & Efficiency
Accomplishments
- Leader of the Quarter 2023 Q1
- Brand Wide Key Talent Program Graduate 2023-2024
Timeline
Retail/Attractions Manager
Great Wolf Lodge Resort
05.2022 - Current
Retail/Attractions Supervisor
Great Wolf Lodge
11.2019 - 05.2022
Entertainment Ambassador
Great Wolf Lodge
04.2018 - 11.2019
TreeTop Attendant
Callaway Gardens - TreeTop Adventure
04.2017 - 08.2017
Bachelors - Business Administration and Management, Finance
Point University
General Studies
Pensacola Christian College
High School Diploma -
Troup County High School
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