Jacob Winters
Orlando,Florida
Summary
Seeking the Manager role with the VIP Experience, to continue to assist with delivering the department’s vision to our guests. Passionate and detail-oriented guest service professional with 5+ years of highly recognized experience. Strong knowledge of sales administration, operations management, and interpersonal communication.
Overview
6
6
years of professional experience
Work History
SAE Assistant Manager, VIP Experience
Universal Orlando Resort
Orlando, FL
08.2024 - Current
- Assists the VIP Experience Senior Manager in the planning, forecasting and operation of the VIP Experience Team.
- Manages back-of-house and support operations, including the VEOS Team the provides concierge and guest communications services to VIP Guests.
- Provides direction to Assistant Managers/Supervisors for Team Member disciplinary actions and collaborates with the HR Team, when necessary, for guidance.
- Works with Marketing, BAIE, Entertainment, F&B and other key partners to develop and enhance premium services and products.
- Provides performance feedback to exempt and hourly Team Members. Gives direction on how to handle, solve and prevent situations and assists exempt and hourly Team Members in developing communication, decision making and reasoning skills.
SUPERVISOR, VIP EXPERIENCE
UNIVERSAL ORLANDO RESORT
Orlando, FL
01.2023 - 08.2024
- Responsible for the development of VIP Experience hourly team members, including training, coaching, and mentoring.
- Using global and quick decision making abilities to ensure the generation of high revenue and expert execution of high-profile and marquee events. Maintaining high levels of guest service at all times.
SENIOR COORDINATOR, VIP EXPERIENCE
UNIVERSAL ORLANDO RESORT
Orlando, FL
03.2022 - 01.2023
- Performs all operational and related administrative duties related to the daily opening and closing of the VIP Experience
- Assists with the training and coaching of team members. Delivers feedback and focuses on recognition for all team members.
OPERATIONS SPECIALIST, VIP EXPERIENCE
UNIVERSAL ORLANDO RESORT
Orlando, FL
08.2021 - 03.2022
- Resolves issues and eases sensitive guest situations on an individual basis through phone calls, emails, letters, or personal interactions
- Determines and provides appropriate level of guest recovery and properly documents the guest's concerns
SALES MANAGER
ACCEPTANCE NOW/RENT-A-CENTER INSIDE ASHLEY HOMESTORE
Orlando, FL
10.2020 - 08.2021
- Prepare rental or lease agreements, specifying charges and payment procedures to customers
- Develop and implement marketing and sales strategies to increase customer base and retain customer accounts
- Oversee the daily operation of the sales floor, and coach sales associates to increase sales and guest satisfaction.
VIP TOUR GUIDE, VIP EXPERIENCE
UNIVERSAL ORLANDO RESORT
Orlando, FL
08.2019 - 10.2020
- Responsible for helping Guests enjoy their stay at Universal Orlando Resort and/or on a VIP or RIP Tour through: Setting expectations, troubleshooting, and resolving Guest situations, and conducting Resort-wide Tours.
COORDINATOR, GUEST SERVICES
UNIVERSAL ORLANDO RESORT
Orlando, FL
02.2019 - 08.2019
- Resolves and eases sensitive guest situations on an individual basis through personal interaction.
Education
ASSOCIATES DEGREE -
VALENCIA COLLEGE
12.2020
HIGH SCHOOL DIPLOMA -
FLORIDA SOUTHWESTERN COLLEGIATE HIGH
05.2018
Skills
- Interpersonal Communication
- Operations Management
- Conflict Resolution
- Priority Management
Accomplishments
- Graduated from Round 34 of the Developing Leadership Talent program
Timeline
SAE Assistant Manager, VIP Experience
Universal Orlando Resort
08.2024 - Current
SUPERVISOR, VIP EXPERIENCE
UNIVERSAL ORLANDO RESORT
01.2023 - 08.2024
SENIOR COORDINATOR, VIP EXPERIENCE
UNIVERSAL ORLANDO RESORT
03.2022 - 01.2023
OPERATIONS SPECIALIST, VIP EXPERIENCE
UNIVERSAL ORLANDO RESORT
08.2021 - 03.2022
SALES MANAGER
ACCEPTANCE NOW/RENT-A-CENTER INSIDE ASHLEY HOMESTORE
10.2020 - 08.2021
VIP TOUR GUIDE, VIP EXPERIENCE
UNIVERSAL ORLANDO RESORT
08.2019 - 10.2020
COORDINATOR, GUEST SERVICES
UNIVERSAL ORLANDO RESORT
02.2019 - 08.2019
ASSOCIATES DEGREE -
VALENCIA COLLEGE
HIGH SCHOOL DIPLOMA -
FLORIDA SOUTHWESTERN COLLEGIATE HIGH