Gabriela Orozco
Summary
People-first hospitality leader with 20+ years of experience creating exceptional guest experiences and building high-performing teams across resorts, hotels, and theme parks. I lead with empathy, develop talent with intention, and bring operational calm to fast-paced environments. My background includes recruiting and onboarding at scale, navigating union negotiations, and managing labor relations with transparency and respect. Whether opening new properties or improving existing ones, I focus on service, efficiency, and team culture—because when people feel supported, results follow. Fully bilingual in English and Spanish, I bring a hands-on, collaborative approach that drives both guest satisfaction and bottom-line success.
Seasoned hospitality professional with extensive experience in operations management and guest services across hotels and theme parks. Proven track record in improving performance metrics, driving revenue, and fostering a culture of accountability. Successfully led large teams through high-pressure environments, enhancing service delivery and team morale while maintaining fiscal discipline.
Overview
20
20
years of professional experience
Work History
Complex General Manager
Encore & Spectrum Resort
Reunion, FL
03.2025 - Current
- Lead daily operations across 250 vacation homes, a waterpark, clubhouse, and multiple F&B outlets—ensuring every guest touchpoint feels seamless and intentional
- Served as acting Human Resources leader onsite, implementing onboarding procedures, coaching frameworks, performance documentation protocols, leadership development programs, and employee engagement initiatives.
- Collaborate with marketing, sales, and HOA partners to align guest experience with brand and community standards
- Drive revenue growth while maintaining service excellence, using data and frontline feedback to guide decisions
- Elevated guest satisfaction scores within two months by focusing on team coaching and service consistency
- Rolled out a refreshed F&B program that boosted both guest delight and per-cover revenue
- Recognized with Expedia’s Loved by Most Guests Award for consistently high service ratings
- Maintain cost controls across housekeeping and maintenance without compromising quality or comfort
Head of Hotels and Park Quality
LEGOLAND
Winter Haven, FL
02.2020 - 03.2025
- Directed service and quality operations across three hotels and a theme park, with a strong focus on team development and guest experience
- Led recruiting and onboarding efforts for seasonal and full-time roles, improving time-to-hire and retention
- Partnered with HR and department heads to identify service gaps and implement training that improved performance and morale
- Supported and managed labor relations with a focus on fairness, compliance, and open communication
- Championed a culture of accountability and recognition across 250 hourly team members and 15 managers
- Played a key role in opening a new Florida property and supported the launch of a New York location
- Balanced multi-property P&Ls while maintaining high engagement and guest satisfaction scores
Guest Service Experience Manager
Walt Disney World
Lake Buena Vista, FL
07.2018 - 02.2019
- Managed a team of 300 Cast Members, embedding Disney’s Five Keys into daily operations and team culture
- Collaborated with HR and operations to improve employee engagement, streamline workflows, and reduce service recovery incidents
- Led recruiting and onboarding for new Cast Members, ensuring alignment with brand standards and team culture
- Supported labor relations and union coordination, maintaining positive working relationships and resolving issues proactively
- Mentored frontline leaders and facilitated career development conversations that led to internal promotions
- Launched team engagement initiatives that boosted morale and reinforced a culture of inclusion and excellence
Director of Guest Services
Crowne Plaza Universal
Orlando, FL
10.2014 - 05.2017
- Led guest services for a 400-room resort, overseeing front desk, PBX, bell, and valet operations
- Directed recruitment, onboarding, and performance management for service teams, improving service consistency and retention
- Collaborated with housekeeping and revenue management to ensure operational readiness and seamless guest experiences
- Participated in monthly P&L reviews, balancing fiscal discipline with high guest satisfaction
Rooms Operations Manager
Bohemian Hotel Celebration, Autograph Collection
Kissimmee, FL
09.2013 - 09.2014
- Managed housekeeping and front office operations, ensuring brand compliance and service excellence
- Oversaw payroll, scheduling, and evaluations for 21 team members across both departments
- Conducted VIP and property walkthroughs to maintain readiness and elevate guest experience
Front Office Manager
Marenas Beach Resort & Spa
Sunny Isles, FL
05.2012 - 09.2013
- Directed 30+ staff across front desk, concierge, valet, and guest relations for a 400-room property
- Implemented financial audits and P&L controls to ensure revenue accuracy and compliance
- Partnered with accounting and housekeeping to act on guest feedback and improve satisfaction metrics
Guest Relations Manager
Trump International Beach Resort
Sunny Isles, FL
11.2010 - 12.2011
- Oversaw VIP arrival operations and guest relations, delivering personalized service experiences
- Directed 20 staff across front desk, concierge, valet and guest relations
- Trained and evaluated guest service staff to uphold high standards and drive loyalty
- Introduced proactive service recovery strategies that improved guest satisfaction scores
HR Recruiter / Housekeeping Manager
Sheraton Hotels of New York
New York, NY
09.2008 - 11.2010
- Led recruitment, onboarding, and compliance for operations staff across multiple departments
- Collaborated with Union on hiring
- Went as a rep for arbitration
- Conducted inspections to ensure service quality and guest satisfaction across multiple floors
- Designed training and orientation programs that promoted accountability and elevated service delivery
HR Associate / Restaurant Guest Services Manager
Walt Disney World Resort
Orlando, FL
11.2005 - 11.2007
- Managed payroll and scheduling for 250 Cast Members, ensuring compliance with union contracts
- Led union bid processes and negotiations, ensuring compliance and alignment with organizational goals
- Led restaurant guest service operations, embedding Disney’s service standards into daily practice
- Provided training and mentorship for college program participants, fostering future hospitality leaders
Education
Associate of Arts - Hospitality
Miami Dade Community College
Miami, FLManagement Training Program -
Disney University
Kissimmee, FLSkills
- Guest & Team Experience Leadership
- Operational Excellence & Process Improvement
- Recruiting & Onboarding
- Union Negotiations & Labor Relations
- Training & Team Development
- Fiscal Oversight & P&L Accountability
- Safety, Show Quality & Brand Standards
- Change Management & Continuous Improvement
- Large-Scale Team Leadership (300 Team Members)
- Operational management
- Revenue optimization
- Guest experience enhancement
- Performance coaching
- Customer relationship management
- Service quality assurance
- Labor relations compliance
- Effective communication
Awards
- Expedia Loved by Most Guests Award
- Manager of the Year – Marenas Beach Resort
- Dream Higher Award – Walt Disney World Resort
- World of Difference Award – Trump International
- Employee of the Month – Newport Beachside Resort
Languages
Fluent in English and Spanish
Timeline
Complex General Manager
Encore & Spectrum Resort
03.2025 - Current
Head of Hotels and Park Quality
LEGOLAND
02.2020 - 03.2025
Guest Service Experience Manager
Walt Disney World
07.2018 - 02.2019
Director of Guest Services
Crowne Plaza Universal
10.2014 - 05.2017
Rooms Operations Manager
Bohemian Hotel Celebration, Autograph Collection
09.2013 - 09.2014
Front Office Manager
Marenas Beach Resort & Spa
05.2012 - 09.2013
Guest Relations Manager
Trump International Beach Resort
11.2010 - 12.2011
HR Recruiter / Housekeeping Manager
Sheraton Hotels of New York
09.2008 - 11.2010
HR Associate / Restaurant Guest Services Manager
Walt Disney World Resort
11.2005 - 11.2007
Associate of Arts - Hospitality
Miami Dade Community College
Management Training Program -
Disney University