Results-driven Guest Experience Manager recognized for productive and efficient task completion. Specialize in customer service management, operational improvement, and team leadership to elevate guest satisfaction levels. Excel in communication, problem-solving, and adaptability, ensuring positive outcomes in diverse hospitality settings.
Overview
11
11
years of professional experience
Work History
Guest Experience Manager
Walt Disney World Resort
Orlando, FL
01.2022 - Current
Lead a team of employees across multiple operations, including parking, park arrival, and guest relations.
Custodial and Event Ushers.
Partner with event managers to evaluate staffing needs based on specific events, including Special Olympics Florida, Warrior Games, US Youth Soccer, AAU, EYBL, and MLB.
Connect with coordinators and peers to ensure safety audit performance, enabling in-the-moment coaching and improvement.
Balance commitment to both business goals and the Guest experience by identifying improvement opportunities, modifying labor inefficiencies, and promoting best practices.
Created an audit program regarding Guest Experience and safety-critical roles.
Park Arrival Coordinator
Epcot
Orlando, FL
12.2020 - 01.2022
Strengthened opening procedures at International Gateway by finding a more efficient and safe manner to allow Guest flow into temperature screening.
Constructed a monthly communication board that displays recognition and environmentalism, utilizing our 5 Keys.
Prompted inclusivity by empowering Cast Members to make daily operational decisions.
Integrated a time plan to meet with Cast about development and future opportunities within the company.
Collaborate with peers to create a better method of tracking show and safety concerns within our area.
Developed a weekly coordinator time plan to ensure breaks and coverage were utilized efficiently.
Guest Operations & Parking Coordinator
ESPN Wide World of Sports
Orlando, FL
04.2014 - 12.2020
Partnered with governmental services, including Florida Highway Patrol, Reedy Creek, and Osceola County Sheriffs, to ensure a safe and efficient parking lot operation for over 4,000 vehicles.
Planned staffing and workloads alongside Event Managers to ensure they matched the client's requested needs.
Created and implemented organizational tools to help with communication within the operation.
Sent out weekly parking safety audits, showing areas of opportunity and what can be improved upon.
Assisted in the utilization of ESPN Wide World of Sports' newest facility, The Arena, by cooperating with multiple lines of business to provide a flawless guest experience.
Coordinated and planned alongside third-party clients such as American Idol, NBA, MLB, NFL, and Special Olympics Florida.
RunDisney Logistics Coordaintor
Walt Disney World Resort
Orlando, FL
10.2019 - 03.2020
Collaborated with multiple lines of business and third-party vendors to ensure over 400 equipment and 300 different vehicle rentals are distributed properly and efficiently.
Inspected over 700 vehicles/equipment to ensure they meet Disney's Safety Standards.
Designed several documents to ensure proper placement and refueling of vehicles and equipment throughout Disney property.
Performed on-site assistance with vehicle and logistical issues throughout runDisney weekends.
Competition Coordinator
ESPN Wide World of Sports
Orlando, FL
01.2019 - 03.2019
Constructed events for high-profile clients, maintaining confidential information, and communicating successes through post-event analysis.
Supervised and coordinated the logistics and execution of high-profile third-party and Disney events.
Functioned as a liaison between the Event Managers and complex departments to relay pertinent information.
Promoted Disney's quality guest service standards by communicating proper courtesy and cleanliness concerns to operations teams.
Education
Bachelor of Science - Athletic Training, Music, Psychology
01/2019
01.2019
Skills
Client Relationship Management
Hospitality best practices
Team member development
Brand representation
Guest relations expertise
Exceptional communication
Reservation Management
Account Management
Guest complaint resolution
Hospitality and service knowledge
Guest Services
Strategic Planning
Staff Training and Development
Accomplishments
Fall 2023 & Spring 20Quarterly Award for Excellence Service
Languages
Haitian Creole
Elementary
Timeline
Guest Experience Manager
Walt Disney World Resort
01.2022 - Current
Park Arrival Coordinator
Epcot
12.2020 - 01.2022
RunDisney Logistics Coordaintor
Walt Disney World Resort
10.2019 - 03.2020
Competition Coordinator
ESPN Wide World of Sports
01.2019 - 03.2019
Guest Operations & Parking Coordinator
ESPN Wide World of Sports
04.2014 - 12.2020
Bachelor of Science - Athletic Training, Music, Psychology