Jack Fenstermaker
Winter Garden,FL
Summary
Dynamic leader with a proven track record at Walt Disney World Parks and Resorts, specializing in operations management and guest service excellence. Skilled in training and mentoring, with a strong dedication to safety and effective communication. Recognized for adaptability and problem-solving, ensuring memorable guest experiences. Demonstrated passion for the Disney brand, enhancing team performance and guest satisfaction.
Overview
9
9
years of professional experience
Work History
Relief Coordinator - Adventureland/Liberty Square
Walt Disney World Parks and Resorts
Lake Buena Vista, FL
07.2023 - Current
- Supervise and coach Cast Members on operations, guest interaction, and safety.
- Coordinate guest flow, monitor wait times, and resolve operational issues.
- Enforce company policies and procedures for safety, service, and operations.
- Resolve guest concerns and ensure positive guest experiences.
- Assist with scheduling and maintain appropriate staffing levels.
- Oversee attraction opening/closing procedures.
- Respond to emergencies following established protocols.
- Communicate effectively with Cast Members, Coordinators, and management.
- Provide flexible coverage across multiple attractions and shifts.
Trainer - Adventureland/Liberty Square
Walt Disney World Parks and Resorts
Lake Buena Vista, FL
05.2021 - Current
- Train cast members on attraction operation, safety, guest interaction, and technical skills.
- Coordinate training logistics and act as an interdepartmental liaison.
- Monitor performance, provide feedback, and conduct evaluations.
- Develop and update training materials and resources.
- Support and mentor Cast Members.
- Reinforce safety protocols for Cast Members and guests.
- Contribute to special projects and new initiatives.
Attractions Host - Adventureland/Liberty Square
Walt Disney World Parks and Resorts
Lake Buena Vista, FL
02.2019 - Current
- Delivered magical guest experiences at high-volume attractions.
- Ensured guest safety by enforcing ride procedures.
- Maximized ride capacity through efficient loading/unloading.
- Operated ride systems and resolved operational issues.
- Engaged guests by providing information and embodying Disney hospitality.
- Maintained a clean and organized attraction environment.
- Proactively addressed guest behavior to ensure a positive atmosphere.
- Responded effectively to emergency situations, following safety protocols.
Attractions Team Member -Shrek 4D
Universal Studios Orlando
Orlando, FL
01.2019 - 07.2020
- Delivered exceptional service, ensuring guest satisfaction and a positive park experience.
- Safely operated and monitored ride systems, ensuring efficient loading/unloading procedures.
- Enforced park rules and regulations, promoting a safe environment for all guests.
- Performed basic ride maintenance and troubleshooting, reporting malfunctions as needed. (Optional - only if applicable)
- Assisted with show elements and prop management (Optional - only if applicable)
- Effectively communicated with diverse guests, providing assistance and resolving concerns.
- Collaborated effectively within a fast-paced, team-oriented environment.
- Adapted to unexpected situations and resolved guest requests efficiently.
Disney College Program Intern
Walt Disney World Parks and Resorts
Lake Buena Vista, FL
01.2018 - 01.2019
- Provided exceptional guest service while maintaining a clean and welcoming environment on Main Street, U.S.A. in Magic Kingdom.
- Independently managed a high volume of guest interactions, addressing questions and concerns effectively.
- Maintained the cleanliness and sanitation of restrooms and other high-traffic areas, ensuring a pleasant guest experience.
- Proficiently operated various cleaning equipment and utilized appropriate cleaning supplies.
- Cleared tables efficiently in both indoor and outdoor dining locations.
- Performed general cleaning tasks, including sweeping, mopping, emptying trash cans, and lifting heavy garbage bags.
- Successfully adapted to the physical demands of the role, including extended periods of standing and working outdoors.
- Offered a program extension based on exceptional performance, demonstrating commitment and value to the team.
- Received numerous guest compliments (including "Grape Soda" recognition), highlighting dedication to guest satisfaction.
Environmental Services Associate
Mount Carmel Fitness
Delaware, OH
01.2016 - 01.2018
- Provided exceptional customer service, including locker assistance and issue resolution.
- Performed routine cleaning and sanitization of all facility areas, including locker rooms, sauna, steam room, and whirlpool.
- Managed laundry operations, including washing, drying, and folding linens, demonstrating physical capability to handle up to 25 lbs.
- Ensured adequate stock of toiletries, towels, and other supplies throughout the facility.
- Managed waste disposal and recycling, maintaining a clean and organized environment.
- Demonstrated proficiency in emergency and safety procedures.
Education
Some College (No Degree) - Electronic Media
Columbus State Community College
Delaware, OHAssociate of Science - Hospitality Management
Valencia College
Orlando, FLSkills
- Guest Service: Exceptional guest interaction
- Training: Skilled trainer and mentor
- Operations: Efficient operations management
- Safety: Strong safety advocate
- Communication: Excellent communicator
- Adaptability: Highly adaptable and flexible
- Problem-Solving: Effective problem-solver
- Passion for Disney: Strong dedication to the Disney brand
Affiliations
- Strong passion for music - high school marching band field commander, college marching band percussionist
- Volunteer experience - participated in several meal packing initiatives for Haiti, Honduras and other third world countries
Accomplishments
- Designated as the Behind the Scenes Haunted Mansion Tour guide in October 2022 after an in-depth audition process, current position
- I was awarded several 5-key Cards from leadership, which demonstrate my commitment to safety, courtesy, show, efficiency, and inclusion
- Received multiple Grape Sodas, internal cast member affirmation of a job well done when delivering outstanding guest service
References
References available upon request.
Timeline
Relief Coordinator - Adventureland/Liberty Square
Walt Disney World Parks and Resorts
07.2023 - Current
Trainer - Adventureland/Liberty Square
Walt Disney World Parks and Resorts
05.2021 - Current
Attractions Host - Adventureland/Liberty Square
Walt Disney World Parks and Resorts
02.2019 - Current
Attractions Team Member -Shrek 4D
Universal Studios Orlando
01.2019 - 07.2020
Disney College Program Intern
Walt Disney World Parks and Resorts
01.2018 - 01.2019
Environmental Services Associate
Mount Carmel Fitness
01.2016 - 01.2018
Some College (No Degree) - Electronic Media
Columbus State Community College
Associate of Science - Hospitality Management
Valencia College