Jay Garcia, M.S.
Winter Garden,FL
Summary
Dedicated executive with over 17 years of professional expertise, specializing in leading teams to achieve significant business and organizational objectives through digital transformation. Adept at crafting a visionary approach to ensure team, client, and stakeholder satisfaction, while successfully driving deployment goals. Possesses a robust operational leadership background in seamlessly integrating digital technologies with service-oriented teams to deliver top-tier, world-class experiences.
Overview
10
10
years of professional experience
Work History
Digital & Experience Transformation Manager
Universal Destinations & Experiences
02.2020 - Current
- Manage digital experience, design, and deployments for domestic expansion projects in Orlando, Florida and Hollywood, California,
- Evaluate guest experiences, design seamless and connected experiences, align digital products with overall transformation vision, develop business cases and product recommendations, and establish integrated product road maps.
- Lead program integration across various teams, collaborate with key partners, define digital requirements for creative projects, and ensure effective communication across teams.
- Collaborate with external vendors and internal teams to enhance guest and team member experiences.
- Develop and frame digital product recommendations, gaining approval and adoption for deployment.
- Establish integrated product road maps and coordinate with key product managers to align on deliverables and timelines.
- Successfully collaborate with cross-functional teams, including Creative, Digital Product Management, Technology, Operations, Business Development, Finance, Marketing & Sales, Consumer Insights, etc., to drive optimal outcomes for transformation and business success.
Fan Experience & Mobile Support Manager
Orlando Magic
08.2016 - 02.2020
- Directed operations of in-office Fan Experience team who was responsible for troubleshooting fan challenges with Orlando Magic app, answering Orlando Magic’s main phone line, email, and chats.
- Directed operations of Roaming Expert Fan Support (REFS) team including standardizing app training, proactive service training, and promotion of Magic App utilization.
- Directed operations of Fan Experience Ambassador team who lead non-scripted V.I.P. tours of Amway Center, executed pre and post-game Fan Experience Programs, and provided legendary moments for Season Ticket Holders and general fan base.
- Provided leadership as primary point of contact to facilitate communication and streamline pertinent information among external business partners and Orlando Magic departments including Digital Strategy, Client Services, Fan Experience, game-night staff, and Sales teams for research, training, and education. Also primary contact for fan challenges relating to app utilization and providing resolution.
Concierge Assistant Manager
Four Seasons Resort Orlando At Walt Disney World® Resort
10.2014 - 08.2016
- Responsible for operational direction of twelve full time Concierges including hiring, training, coaching, developing, scheduling, payroll, and all daily operations.
- Developed and implemented brand new training plan and agenda for entire Concierge department.
- Ensured guest satisfaction for all guests as main point of escalation for challenges relating to concierge and 3rd party vendors.
- Served by providing superior customer service and lead team by example in all guest interactions.
- Established rich network of working relationships by introducing dozens of vendors to hotel to raise levels of service and provide team with ongoing training opportunities.
Guest Services Manager
Eau Palm Beach Resort & Spa
10.2013 - 10.2014
- Responsible for successful direction of Guest Services department consisting of 30 individuals including 4 supervisors across teams including Concierge, Guest Relations Concierge, Doorman, Bell Stand, and Valet.
- Created and developed Standard Operating Procedures for newly branded hotel for all directed departments.
- Managed hiring, training, daily operations, scheduling, and payroll of entire Guest Services team.
- Maintained high visibility in guest areas as main point of contact for handling guest opportunities while serving as property Manager on Duty on daily basis in absence of General Manager.
Education
Master of Science - Tourism
George Washington University
Washington, DCBachelor of Science - Hospitality Management
University of Central Florida
Orlando, FLSkills
Business Integration
Change Management
Planning & Prioritization
Stakeholder Engagement
Process Development
Journey Mapping
Impact Assessments
Training & Facilitation
Partner Empowerment
Natural-born Connector
Timeline
Digital & Experience Transformation Manager
Universal Destinations & Experiences
02.2020 - Current
Fan Experience & Mobile Support Manager
Orlando Magic
08.2016 - 02.2020
Concierge Assistant Manager
Four Seasons Resort Orlando At Walt Disney World® Resort
10.2014 - 08.2016
Guest Services Manager
Eau Palm Beach Resort & Spa
10.2013 - 10.2014
Master of Science - Tourism
George Washington University
Bachelor of Science - Hospitality Management
University of Central Florida
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