HENRY HEISEY
Orlando,FL
Summary
Dynamic professional with extensive experience at Universal Orlando Resort, excelling in guest experience and safety management. Proven ability to lead teams, resolve conflicts, and enhance operational efficiency. Bilingual communicator with a strong focus on training and development, ensuring memorable experiences while maintaining high safety standards.
Overview
5
5
years of professional experience
Work History
Quality Assurance Coordinator
Hilton Grand Vacations
Orlando, FL
02.2026 - Current
- Conduct comprehensive quality assurance audits to ensure compliance with company standards, regulatory requirements, and brand expectations.
- Evaluate guest interactions and sales presentations to ensure accuracy, transparency, and adherence to ethical practices.
- Monitor and document performance metrics, identifying trends and opportunities for continuous improvement.
- Collaborate cross-functionally with sales, guest services, and management teams to address quality concerns and implement corrective actions.
- Provide detailed feedback and coaching to team members to enhance performance and guest satisfaction.
- Ensure all documentation, disclosures, and contracts meet legal and company compliance standards.
- Assist in developing and refining quality assurance processes, procedures, and training materials.
- Support onboarding and ongoing training initiatives by reinforcing quality standards and best practices.
- Investigate and resolve escalated guest concerns, ensuring timely and satisfactory outcomes.
- Maintain accurate records and generate reports for leadership to support data-driven decision-making.
Attractions Attendant
Universal Orlando Resort
Orlando, FL
03.2025 - 02.2026
- Deliver high-energy, guest-focused ride experiences while maintaining strict safety standards
- Provide guest communication and crowd flow management in high-traffic environments
- Execute attraction procedures to ensure consistent throughput and minimal downtime
- Support pre-opening and launch operations for newly developed attractions
- Collaborate with leadership and technical teams during readiness and training phases
- Addressed customer complaints in a timely and respectful manner.
- Served guests with enthusiastic, helpful demeanor to promote positive, memorable experiences.
- Assisted in emergency situations to ensure guest safety and well-being.
Deep Water Lifeguard
Universal Orlando Resort
Orlando, Florida
05.2023 - 04.2025
- Responded to emergencies with rapid rescue execution and first aid care
- Ensured guest safety in high-capacity aquatic attractions through continuous surveillance
- Enforced safety protocols and operational procedures
- Participated in recurring drills and certification audits
- Collaborated with team members during training drills.
- Educated patrons about safe swimming practices through public announcements.
- Monitored the pool area for potential hazards or unsafe conditions.
Assistant Store Manager
Hibbett Sports
05.2021 - 05.2023
- Supervised daily retail operations and led staff to exceed sales and service targets
- Managed scheduling, onboarding, and performance coaching
- Oversaw inventory control and merchandising execution
- Resolved guest escalations to protect brand loyalty
- Supported recruitment and training of new associates
- Trained and supervised staff to enhance customer service skills.
- Ensured compliance with company policies and safety regulations consistently.
Education
Bachelor of Science - Hospitality Management
Rosen College of Hospitality Management
Orlando, FL05.2025
Associate in Arts - General Studies
Polk State College
Winter Haven, FL05-2021
Skills
- High-Volume Attraction Operations
- Guest Experience Excellence
- Safety & Emergency Response
- Safety monitoring
- Emergency evacuation procedures
- Operational Efficiency
- Scheduling & Workforce Coordination
- Food operations
- Retail & Inventory Management
- Team leadership
- Conflict Resolution
- Bilingual communication
- Reliability
- Cleanliness maintenance
- Behavior management
- Patience and empathy
- Hospitality and accommodation
Timeline
Quality Assurance Coordinator
Hilton Grand Vacations
02.2026 - Current
Attractions Attendant
Universal Orlando Resort
03.2025 - 02.2026
Deep Water Lifeguard
Universal Orlando Resort
05.2023 - 04.2025
Assistant Store Manager
Hibbett Sports
05.2021 - 05.2023
Bachelor of Science - Hospitality Management
Rosen College of Hospitality Management
Associate in Arts - General Studies
Polk State College