Jasmin M Evans
FL
Summary
Professional with strong background in service delivery and client management. Skilled in problem-solving, process improvement, cast and guest support. Known for fostering team collaboration and driving results. Flexible and reliable, with expertise in communication, time management, and adaptability. Experienced with managing service operations efficiently. Utilizes communication skills to resolve guest issues and enhance satisfaction. Strong understanding of process optimization and team coordination.
Overview
11
11
years of professional experience
Work History
Disney Signature Services Specialist
Walt Disney World Resort
11.2022 - Current
- Assists guest via inbound calls in booking Private VIP Tours and explains tour offerings. Pre-arrival Concierge for upcoming Club Level guests, book dining and Enchanting Extras, and limited mobile app technical support.
- Utilizes Avaya, Siebel, New Knowledge, Guest Service Suite, Zendesk, Passport, MS Office Products, Slack and Teams.
- In first year booked over 700 guest experiences and $3.4 million dollars in booked revenue.
- Assists in resort bookings and modifications, answers general questions about Walt Disney Parks and Resorts
- Improved guest satisfaction rates through proactive problem-solving, efficient complaint resolution and addressing concerns professionally.
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Collected, arranged, and input information into database system. Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Provided expert guidance in troubleshooting complex issues, leveraging extensive industry knowledge to resolve problems quickly and efficiently.
Coordinator of Training - Guest Service Operations
Disney's Grand Floridian Resort and Spa
05.2022 - 11.2022
- Supported Front Office and Bell Services cast with training schedules, procedure updates and Regulatory Reports
- Worked with Labor and Scheduling while providing exceptional Cast service
- Facilitated Property Orientation and onboarding new Trainers to the operation
- Worked with SAP, GEMS, MS Office Products, Teams
Concierge/ Relief FSA / Back Office/ Runner/ Trainer
Disney's Riviera Resort (Opening Team)
10.2019 - 05.2022
- Assisted guests with reservations and park plans utilizing simultaneously Hotel Experience, Guest Service Suite, Wishes, Lilo and Hotsos
- Promoted guest service principles in an environment of casual elegance and provided limited mobile app technical support
- Managed inventory of rooms to assist guest into ready rooms, processed incoming packages and florals ensuring they reach their destination
- Supported Front office team in daily operations, analyze guest situations to provide solutions and managed inventory of front desk supplies
- (Opening Team)
Coordinator
Tiffins and Nomad Lounge (Opening Team)
04.2016 - 10.2019
- Partnered with leadership team to develop operating procedures for non-tipped cast for a new location opening
- Created and performed the general telling system for bank out process for tipped cast
- Supervised daily operations in a signature dining setting
Facilitator
Disney's Animal Kingdom
11.2015 - 07.2018
- Partnered with Training Operations
- Facilitates The Story Unfolds for The Oasis, Discovery Island and Dinoland USA, educating cast by providing additional details about their land and location to enhance the guest experience
Coordinator - Quick Service
Harambe Market (Opening Team)
04.2015 - 04.2016
- Supervised daily operations of multiple locations while setting daily goals for cast to achieve
- Partnered with leadership team to develop operating procedures for a new location opening
- Motivated cast by exemplifying The Four Keys Basics and creating magical moments for our guests
- Cross-utilized as a Coordinator within all food and beverage locations within the Africa Food and Beverage complex, Pre Asia Foods complex and Outdoor Vending operations.
Hostess
Flying Fish Café, Boardwalk Resort
03.2015 - 04.2015
- Performed the seater role duties and Answered guest questions about hours, seating, and menu information in a Signature Dining Setting.
- Transitioned seamlessly from Table Management Service system to Dine Time operating system
Seater/Hostess
Chef Mickey's, Contemporary Resort
01.2014 - 03.2015
- Greeted guests warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Escorted guests to assigned dining area while presenting information about the restaurant offerings and character dining experience
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
- Assigned guests to tables utilizing the Table Management Service system
- Efficient in cash handling and bank deposit
- Assists with currency exchange and processing out the servers at the end of each dining shift
Food and Beverage Hostess
Hurricane Hanna's Bar and Grill
06.2013 - 01.2014
- Company Overview: Quick Service Restaurant, Yacht and Beach Club Resort
- Assisted in the cooking and assembly of entrees and appetizers following Food and Beverage policies and procedures
- Performed cash handling operations and maintained good show keeping restaurant location clean and safe
- Cross-utilized within the resort at Beaches and Cream and The Marketplace
- Quick Service Restaurant, Yacht and Beach Club Resort
Education
Bachelors of Science - Business Management: Entrepreneurship, Hospitality
University of Central Florida
Skills
- Supervision & Leadership
- Problem Resolution
- Active Listening
- Critical Thinking
- Guest Service
- Detail Oriented
- Friendly, Positive Attitude
- Soft Skills
Timeline
Disney Signature Services Specialist
Walt Disney World Resort
11.2022 - Current
Coordinator of Training - Guest Service Operations
Disney's Grand Floridian Resort and Spa
05.2022 - 11.2022
Concierge/ Relief FSA / Back Office/ Runner/ Trainer
Disney's Riviera Resort (Opening Team)
10.2019 - 05.2022
Coordinator
Tiffins and Nomad Lounge (Opening Team)
04.2016 - 10.2019
Facilitator
Disney's Animal Kingdom
11.2015 - 07.2018
Coordinator - Quick Service
Harambe Market (Opening Team)
04.2015 - 04.2016
Hostess
Flying Fish Café, Boardwalk Resort
03.2015 - 04.2015
Seater/Hostess
Chef Mickey's, Contemporary Resort
01.2014 - 03.2015
Food and Beverage Hostess
Hurricane Hanna's Bar and Grill
06.2013 - 01.2014
Bachelors of Science - Business Management: Entrepreneurship, Hospitality
University of Central Florida
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