Jennifer Tarantino
Orlando
Summary
Seasoned Guest Experience Manager at Disney’s Resorts and Villas, adept in guest relations and reservation systems proficiency. Excelled in enhancing guest satisfaction and streamlining operations, showcasing strong empathy and brand representation. Achieved positive feedback by driving team efficiency and maintaining high service standards.
Overview
14
14
years of professional experience
Work History
Guest Experience Manager
Disney’s Resorts and Villas
05.2022 - Current
- Manipulate multiple programs to produce an even board for housekeeper’s w/ focus on maximizing labor
- Partner with various lines of business across the resort to maintain Resort
- Reinforcing expectations with cast of 100+
- Performing daily inspections of rooms to maintain expectations
- Providing feedback/ discipline if deemed necessary
- Respond to Guest concerns/ GETs/ Intrastay/ Medallia/ Service orders quickly
- Driving/ updating Breakout meeting; focus on safety/ efficiency/ expectations
- Motivating team to drive positive scores
- Assist with hosting Walt Disney Co Board of Directors
Vacation advisor 1 &2, Advisor Care
Disney’s Vacation Club
01.2020 - 05.2022
- Support Members in booking reservations for WDW/DCL/Aulani/ DLR/DLP/ Disneyland Hong Kong/ Disneyland Shanghai/ RCI/ABD
- Assist in booking dining/ selling tickets/ setting up Disney’s Magical Express
- Partner with various locations inc
- ABD/DCL/resorts
- Advocate and support fellow Advisors with escalations/ technical support/ overriding inventory/inquiries with various policies and procedures
- Support guests with contract concerns with emphasis on protected sensitive information
Premium Cast Member/Help Desk
Walt Disney World Guest Experience Call Center
06.2018 - 01.2020
- Escalation Role
- Partner with departs across The Walt Disney Company
- Field calls for Executives
- Partnering with resort duty managers for 911/emergency calls
- Partner with Duty managers across the resort for various reasons
- Support the GSCC Cast Members as a point of contact for various questions
- Xpress Desk/Lilo/Sharepoint/Bus Tracker/DCL/Adventures by Disney/HotSOS/Maximo/Avaya/Magic/CastApp/Tag/HMS400/MDX
- Support our Guests with concerns pre/post visit as well as when they are on property
- Support our Adventures by Disney Guests with general questions/Concerns
- Escalation line for DCL Crew Members inc
- Transportation/lodging needs and working with Customs to verify
- Assist the operation with scheduling/staffing using EWorkForce/Excel/Clock look up/RTA Real time reporting/ Avaya
- Quality Assurance assistance with NICE program
- Member of cast activities Team
Ticket Specialist and Cast Admissions
Walt Disney World Travel Operations
08.2016 - 06.2018
- Partner with multiple departments in the Reservation Center for Guest inquiries, escalation situations, documenting recovery
- Support active/retired employees for The Walt Disney Company
- Assemble and modify ticket orders using multiple forms of payment
- Correspond with Guests, employees, and Travel Agents
- Maintain the Ticketing Guest Services SharePoint
- Locate and research various ticket entitlements while troubleshooting Guest inquiries in our ticket programs
- Escalation service
Concierge
Disney’s Caribbean Beach Resort
02.2015 - 08.2016
- Assisted Guests by making, modifying, or canceling dining reservations
- Troubleshooting guest facing programs
- Streamlined an efficient check in/out/modify reservations process for a 2112 Room Resort
- Secured and documented Guest Recovery resort reservation
- Supported Guest and operation with other various needs: shipping/postage, etc
Epcot Guest Relations
02.2014 - 02.2015
- Exhibited the very core of The Walt Disney Company while implementing and reinforcing company rules and objectives
- Partnered with Park Arrival team in correcting biometrics and ticket complications
- Supported and improved the Guest’s vacation stay by modifying their tickets, dining plans, experiences, as well as provide Guest Recovery
- Proficient in Cash, Credit Card, Foreign Currency Exchange, and Gift Cards
Magic Kingdom/ Epcot/ Disney’s Animal Kingdom attractions
02.2011 - 07.2014
- Operation of various attractions (simulator
- Omi rover, free-floating raft, coaster, show) in accordance with safety policies and procedures
- Maximize hourly Guest carried numbers
- Partner with leadership to maximizer staffing and workload budgets
- Partner various other lines of business (engineering/ custodial, Reedy Creek ETC)
Education
Bachelor’s Degree - Hospitality Management
University of Central Florida
Skills
- Guest relations expertise
- Brand representation
- Exceptional communication
- Reservation systems proficiency
- Guest communication
- Timely complaint resolution
- Strong empathy
- Guest services
- Cross-cultural sensitivity
- Guest services agent training
- Hospitality and service industry background
- Complaint handling
- Concierge services
- Local attractions
- Hospitality best practices
- Guest recovery
- Policy adherence
Affiliations
- travel
- food
- thrift shopping
- reading
Timeline
Guest Experience Manager
Disney’s Resorts and Villas
05.2022 - Current
Vacation advisor 1 &2, Advisor Care
Disney’s Vacation Club
01.2020 - 05.2022
Premium Cast Member/Help Desk
Walt Disney World Guest Experience Call Center
06.2018 - 01.2020
Ticket Specialist and Cast Admissions
Walt Disney World Travel Operations
08.2016 - 06.2018
Concierge
Disney’s Caribbean Beach Resort
02.2015 - 08.2016
Epcot Guest Relations
02.2014 - 02.2015
Magic Kingdom/ Epcot/ Disney’s Animal Kingdom attractions
02.2011 - 07.2014
Bachelor’s Degree - Hospitality Management
University of Central Florida
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