Jennifer Kusiak
Orlando,FL
Summary
Dynamic guest experience professional dedicated to delivering exceptional service and fostering memorable interactions. Expertise in team collaboration, conflict resolution, and adaptability to evolving needs ensures a seamless experience for guests and staff. Renowned for strong interpersonal skills and a results-driven approach, consistently achieving high levels of guest satisfaction. Proficient in training staff, managing guest relations, and implementing strategies that enhance the overall guest experience.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Guest Experience Manager
The Walt Disney Company
Orlando, FL
10.2021 - Current
- Responsible, as new property opening team for Beak and Barrel, to bring a highly immersive tavern experience to life through concept, training, and roll out.
- Preserve the magic through daily operations of several highly themed table service restaurants including Tony's Town Square, The Crystal Palace character dining experience, Liberty Tree Tavern, Diamond Horseshoe, and Jungle Skipper Canteen.
- Accountable for maintaining and strategizing opportunities for Cast and Guest safety.
- Introduced new sales incentives leading to increase check average.
- Coordinate effectively with partners across all lines of business to ensure seamless experiences for Cast and Guests.
- Lead a Cast base upwards of 400, to deliver exceptional service in the world's most popular theme park.
- Analyzed guest data to identify trends and areas for improvement in service delivery.
- Conducted regular inspections of facilities, ensuring cleanliness, safety, and compliance with brand standards.
- Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
- Provide overview of fair and equitable scheduling for tipped and non-tipped Cast.
Food and Beverage Manager
Kingwood International Resorts
Orlando, FL
05.2021 - 10.2021
- Reunion Resort hosts 3 signature golf courses, year-round ownership, and membership opportunities along with a luxury hotel. Multiple dining and beverage experiences provide personalized service to valued members and guests alike.
- Contributed to modernizing and reopening the property's nightlife concept.
- Oversaw the hiring process for new employees, selecting top talent to join our team.
- Fostered relationships based on recognizing and appreciating our valued club membership.
- Implemented uniform pricing structure across all outlets, increasing profitability and consistency.
- Conducted meetings across lines of business to ensure consistent flow of information.
- Guest satisfaction scores increased from 79% to 83%.
- Coordinated with Sales department for all restaurant event orders, member exclusive events, and site visits.
- Developed staff training programs to enhance service skills and increase overall efficiency.
- Managed inventory effectively, reducing waste and optimizing stock levels.
Manager
Creative Culiners
Orlando, FL
10.2020 - 05.2021
- Responsible for spearheading catering strategies for Ellie Lou's concept through Covid-19.
- Collaborated closely with clients and team members to ensure successful catered events.
- Responsible for the hiring, training, and coaching of front-line hourly associates to be engaged and motivated team members.
- Created positive relationships with guests leading to improved brand loyalty.
Premium Club and Suites General Manager
Levy at the KIA Center & Camping World Stadium
Orlando, FL
12.2015 - 08.2020
- The Kia Center and Camping World Stadium host over 180 events a year from the NBA's Orlando Magic basketball games, the ECHL's Solar Bears hockey matches, sold-out concerts, and record-breaking WWE Wrestlemania events. I oversaw the delivery of premium service to over one hundred luxury suites and 2 inclusive clubs in the Kia Center and Camping World Stadium.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Scheduled teams to meet the demands of the business while operating within optimal labor budgets.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Collaborated with multiple departments within the facility to provide seamless experiences for all guests.
- Organized and submitted all ordering needs, including capital budget items for the Premium Department and oversaw catering orders for full building buy out events.
- Developed and mentored hourly team members and salaried leaders to additional areas of responsibility and advancement.
- Through the delivery of exceptional service by innovation; assisted the Amway Center in receiving the NBA's “Customer Experience Award.”
- As a traveling Leader, executed events such as the PGA's 2016 Ryder Cup and 2017 Wells Fargo Championship, the Kentucky Derby, and the US Open Tennis.
General Manager
La Luce | Hilton at Bonnet Creek
Orlando, FL
10.2014 - 12.2015
- Inside the 482-acre property of the Hilton at Bonnet Creek, oversaw the daily operation of this 220-seat fine dining Italian restaurant conceptualized by restauranteur Donna Scala. During my tenure, La Luce received such accolades as Trip Advisor's Certificate of Excellence, Best Italian and Best Pizza from Orlando Life and Wine Spectator's Award of Excellence.
- Developed a culture of growth and advancement while delivering tangible and measurable fiscal results.
- Saw a marked increase in Team satisfaction scores.
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Coordinated with Marketing Teams on special event bookings, working closely with Team and clients to ensure their expectations were met or exceeded from start to finish.
- Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
Senior Manager
Portobello Italian Trattoria | Disney Springs
05.2007 - 10.2014
- Responsible for the daily operations at one of Disney's original third-party participant locations while exceeding expectations for our Disney partners and parent company.
- Responsible for the accurate payroll recording of over 100 team members and created a payroll training manual that was adopted by the company.
- Increased bar revenue and guest counts through creation of Italian craft cocktails and progressive wine program.
- Created unique experiences for guests and Disney partners by highlighting association with celebrity chef Tony Mantuano in private dinners and interactive classes.
- Analyzed competitive data and evaluated impact and saturation in the marketplace.
Skills
- Development of leadership capabilities
- Work performance analysis
- Training & Development
- Continuous process evaluation
- Employee Relations
- Active Listening
- Customer service excellence
- Organized documentation practices
- Brand representation
- Exceptional communication
Certification
- Food Protection Manager Certification - ServSafe
- Hospitality & Tourism Management Certification - Florida Atlantic University
- Hospitality Manager: Leadership - National Restaurant Association
Timeline
Guest Experience Manager
The Walt Disney Company
10.2021 - Current
Food and Beverage Manager
Kingwood International Resorts
05.2021 - 10.2021
Manager
Creative Culiners
10.2020 - 05.2021
Premium Club and Suites General Manager
Levy at the KIA Center & Camping World Stadium
12.2015 - 08.2020
General Manager
La Luce | Hilton at Bonnet Creek
10.2014 - 12.2015
Senior Manager
Portobello Italian Trattoria | Disney Springs
05.2007 - 10.2014