FELICIA SANCHEZ-ROMAN
DAVENPORT
Summary
Energetic and guest-focused hospitality professional with extensive experience creating exceptional experiences at Walt Disney World Resort. Skilled in public speaking, storytelling, guest relations, conflict resolution, and personalized service. Proven ability to engage diverse audiences, manage high-volume guest interactions, and deliver memorable experiences while maintaining operational efficiency and safety standards. Passionate about creating magical moments and exceeding guest expectations through outstanding service and attention to detail.
Overview
9
9
years of professional experience
Work History
Barista Trainer
Walt Disney World Resort
Lake Buena Vista
03.2025 - Current
- Trained new baristas on beverage preparation and customer service standards.
- Developed and implemented training materials for consistent service quality.
- Conducted regular skill assessments to ensure employee competence and confidence.
- Assisted in creating a positive work environment through team-building activities.
- Worked with new employees on procedures and policies, interacting with customers, cleaning areas and making orders.
- Delivered exceptional guest service in one of Walt Disney World's highest-volume locations, creating personalized and memorable interactions for guests from around the world.
Merchandise
Walt Disney World Resort
Lake Buena Vista
09.2024 - 03.2025
- Shared park knowledge, attraction recommendations, dining suggestions, and resort information to enhance guest visits.
- Resolved guest concerns and facilitated returns while maintaining Disney service standards.
- Processed transactions accurately using discounts, promotions, dining plans, and other guest programs.
- Independently operated merchandise locations while maintaining efficiency, accountability, and guest satisfaction.
Attractions
Walt Disney World Resort
Lake Buena Vista
10.2023 - 08.2024
- Conducted live educational and entertainment presentations for large groups of guests throughout the safari experience.
- Delivered engaging storytelling and animal interpretation while maintaining operational timing and guest satisfaction.
- Safely operated safari vehicles while prioritizing guest safety and comfort.
- Adapted presentations based on animal activity, guest engagement, and operational needs.
- Assisted guests with Lightning Lane, Disability Access Service (DAS), and My Disney Experience navigation.
- Created memorable experiences through personalized guest interactions and exceptional service recovery.
Deep Water Lifeguard
Walt Disney World Resort
Lake Buena Vista
01.2023 - 08.2023
- Maintained vigilant safety standards while monitoring guests in a fast-paced recreational environment.
- Responded effectively to emergency situations and provided lifesaving assistance when required.
- Educated guests on safety procedures and park guidelines.
- Maintained positive guest engagement during weather delays and operational interruptions.
Receptionist
American Beauty College
West Covina
01.2022 - 12.2022
- Coordinated appointments, schedules, and administrative operations for students, instructors, and management.
- Served as the primary point of contact for guests in person and by phone.
- Managed incoming deliveries and maintained organized office operations.
- Demonstrated exceptional multitasking and communication skills in a fast-paced environment.
Barista
Starbucks
Glendora
06.2021 - 12.2022
- Delivered personalized service while managing high guest volume and maintaining quality standards.
- Resolved guest concerns professionally and efficiently.
- Maintained accuracy and attention to detail in a fast-paced setting.
- Managed cash register transactions accurately and efficiently.
- Prepared high-quality coffee beverages following standardized recipes.
- Educated customers on menu items and promotions effectively.
Cashier
Popeyes Louisiana Chicken
Azusa
12.2018 - 04.2021
- Used suggestive selling techniques to promote add-on sales.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Issued receipts, refunds, credits or change due to customers.
- Greeted customers and answered any questions they had about the store's products and services.
- Handled customer complaints professionally and resolved issues effectively.
Server
Rakuten Ramen
Azusa
07.2018 - 03.2020
- Provided attentive dining service and personalized recommendations to enhance guest experiences.
- Managed multiple tables simultaneously while maintaining high service standards.
- Resolved guest concerns and ensured satisfaction throughout the dining experience.
Camp Counselor
Camp James
Newport Beach
06.2017 - 08.2018
- Led and supervised groups of children while ensuring safety and engagement.
- Created educational and memorable experiences through structured activities that engaged campers and fostered learning.
- Demonstrated leadership, communication, and time-management skills in a dynamic environment.
- Planned and organized engaging outdoor programs and team-building exercises.
- Facilitated conflict resolution among campers, ensuring a positive environment and promoting teamwork.
- Communicated effectively with parents regarding camper progress and concerns.
- Developed individualized behavior management plans for campers with special needs, enhancing their participation and well-being.
- Coordinated with other counselors and staff to adapt programs to weather conditions or other unforeseen circumstances.
Education
Citrus College - Elementary Teaching Major
Citrus College
Glendora, CaliforniaSkills
- Guest Relations & Service Recovery
- VIP & Personalized Guest Experiences
- Walt Disney World Operations Knowledge
- My Disney Experience (MDE)
- Lightning Lane & DAS Expertise
- Time Management & Itinerary Coordination
- Crowd Management
- Leadership & Initiative
- Team Collaboration
- Conflict Resolution
- Public Speaking & Storytelling
- Hospitality & Tourism
Timeline
Barista Trainer
Walt Disney World Resort
03.2025 - Current
Merchandise
Walt Disney World Resort
09.2024 - 03.2025
Attractions
Walt Disney World Resort
10.2023 - 08.2024
Deep Water Lifeguard
Walt Disney World Resort
01.2023 - 08.2023
Receptionist
American Beauty College
01.2022 - 12.2022
Barista
Starbucks
06.2021 - 12.2022
Cashier
Popeyes Louisiana Chicken
12.2018 - 04.2021
Server
Rakuten Ramen
07.2018 - 03.2020
Camp Counselor
Camp James
06.2017 - 08.2018
Citrus College - Elementary Teaching Major
Citrus College