Summary
Overview
Work History
Skills
Pronouns
Timeline
Generic

JAY HARRIS

Clermont,FL

Summary

Highly communicative professional with more than 4 years of expertise as Concierge and Groups Assistant for high-end hotel chains. Team player provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance.

Overview

10
10
years of professional experience

Work History

Resort Concierge Front Desk Service Advisor

Walt Disney Parks and Resorts
07.2022 - 04.2024
  • Demonstrate adaptability to fluctuating needs of resort’s operations
  • Develop diversity and inclusion programs to promote belonging
  • Manage conflict during escalated situations
  • Motivate Cast by upholding a culture that builds exceptional experiences
  • Fostered open communication channels among staff across different departments facilitating coordination efforts to meet guest needs.
  • Responsible for motoring up to 30 Cast members a day with average of 600 guests checking in per day
  • Running financial reports multiple times per day and following up with other lines of business
  • Supported marketing initiatives by promoting on-site activities and special events to guests during their stay.

Groups Assistant

Walt Disney Parks and Resorts
06.2022 - 04.2024
  • Develop relationships at all levels of the organization to create partnerships
  • Anticipate and organize information and document needs prior to all arrivals
  • Act as primary contact for all incoming group clients, roughly 3 to 4 different groups per week
  • Correspond with clients and planners for efficient experience
  • Maintain discretion and confidentiality with affluent and high-profile Guests up to 20 VIP guests per day
  • Utilize business etiquette and international customs knowledge for all guests
  • Excel in written and verbal communication when creating reports and updates

Concierge Core Facilitator

Walt Disney Parks and Resorts
05.2022 - 04.2024
  • Responsible for training over 150 new Cast members on Concierge role at Disney University
  • Train Cast on park ticketing, reservations systems, excellent Guest service
  • Conduct scripted and non-scripted storytelling moments during training

Trainer (Concierge/Groups/Operations Assistant)

Walt Disney Parks and Resorts
02.2022 - 04.2024
  • Communicate extensive knowledge of the Walt Disney World Resort property
  • Conduct customized, non-scripted guided tours of the resort
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Coached Cast on best practices, providing constructive feedback to support their professional growth.

Resort Operations Support

Walt Disney Parks and Resorts
02.2022 - 04.2024
  • Manage conflict resolution and make decisions through partner resourcing
  • Utilize computer software applications to monitor resort capacity and assign guests to rooms
  • Provide a world-class personalized experience while demonstrating integrity

Merchandise Cast Member

Walt Disney Parks and Resorts
12.2020 - 11.2021
  • Observed sales trends and adapted accordingly to the needs of the business
  • Consistently provided exceptional service to all Guests with Disney expertise
  • Maximized efficiency at checkout stations by mastering point-of-sale systems and handling customer transactions quickly and accurately.

Lead Keyholder/Coordinator

Disney Store - Frisco, TX
01.2014 - 01.2020
  • Held self and others accountable to heightened performance expectations
  • Managed daily cash handling procedures, ensuring accuracy in transactions and preventing losses due to discrepancies.
  • Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.

Skills

  • Web BEO
  • Microsoft Office Suite
  • Hotel Experience
  • Exceptional communication
  • Team player attitude
  • Client Engagement
  • Highly Self motivated

Pronouns

THEY/THEM/THEIRS

Timeline

Resort Concierge Front Desk Service Advisor

Walt Disney Parks and Resorts
07.2022 - 04.2024

Groups Assistant

Walt Disney Parks and Resorts
06.2022 - 04.2024

Concierge Core Facilitator

Walt Disney Parks and Resorts
05.2022 - 04.2024

Trainer (Concierge/Groups/Operations Assistant)

Walt Disney Parks and Resorts
02.2022 - 04.2024

Resort Operations Support

Walt Disney Parks and Resorts
02.2022 - 04.2024

Merchandise Cast Member

Walt Disney Parks and Resorts
12.2020 - 11.2021

Lead Keyholder/Coordinator

Disney Store - Frisco, TX
01.2014 - 01.2020

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