Emily Ayala

• Led daily Guest Services operations, enhancing Guest experiences through attentive service.
• Supervised and supported Cast Members in delivering friendly, personalized service.
• Handled Guest concerns and resolved issues using strong problem-solving and service recovery skills.
• Coached Cast Members, delivering constructive feedback to uphold service standards and improve performance.
• Worked with hotel departments and leadership to meet Guest needs and resolve operational issues.
• Anticipated Guest needs and created personalized and memorable experiences.
• Supported training and onboarding of new Cast Members on hotel procedures and service standards.
• Fostered a positive team environment amidst fast-paced hotel operations, promoting collaboration and support.

• Facilitated immersive, full-day hospitality training for newly hired hotel Cast Members, preparing them to deliver Disney service standards and exceptional Guest experiences.
• Facilitated interactive classroom discussions, storytelling, and experiential learning to support gracious hospitality principles.
• Modeled service excellence and facilitated discussions focused on Guest needs, personalized service, and creating memorable experiences.
• Adapted training delivery to diverse learning styles, personalities, group dynamics, and levels of hospitality experience.
• Partnered with leadership and training teams to reinforce Disney culture, hospitality philosophy, service standards, and operational expectations.
• Created an energetic, inclusive, and engaging learning environment that encouraged participation, collaboration, and meaningful application of hospitality principles.
• Connected classroom learning to real-world Guest interactions, helping Cast Members understand how service standards translate into daily hotel operations.

• Enhanced guest experience by mastering technology developments, including navigation of GSS (Guest Service
Suite), EVA and communications in Microsoft Teams.
• Expertly navigated rapid adjustments in operations due to newly implemented criteria in department
• Delivering a secure environment for guests pursuing accommodations through efficient operations to improve park
experience
• Able to de-escalate situations that may be sensitive to the guest experience.
• Capable of communicating effectively with team leaders and salary managers
• Engage with various lines of business such as Attractions, Security, and Guest Relations to improve guest
experience