Overview
Work History
Education
Skills
Timeline
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Katherine Rosa

Kissimmee,FL

Overview

7
7
years of professional experience

Work History

Disney’s Typhoon Lagoon & Blizzard Beach Guest Service Hostess/ Trainer /Coord

Walt Disney World Resort
03.2021 - Current
  • Delivered outstanding service by customizing ticket options to meet individual Guest needs, ensuring a seamless and magical experience for all.
  • Communicated effectively in both English and Spanish to create magical moments and enhance the experience for Guests of all ages and backgrounds.
  • Managed extensive cash transactions, including cash, credit cards, vouchers, will calls, and traveler's checks, using systems such as ATS, Cast App, HERCULES, GSS, and HERA.
  • Assisted Guests with ticketing, park entry, and provided clear explanations of the advantages of Walt Disney products to ensure smooth and enjoyable park
    access.
  • Directed and organized traffic flow within the park and parking areas, ensuring safety and efficiency during peak operating hours.
  • Utilized Chargerback to log and track lost items, contributing to the successful recovery and return of Guests' personal belongings.
  • Led training sessions for diverse groups of Cast Members, instilling the Five Keys Basics and adhering to operational guidelines to maintain Disney's service standards.
  • Coordinated operations in the parking lot and main entrance, ensuring smooth processes and proactively assisting both Guests and fellow Cast Members to enhance overall park efficiency.

Disney Guardians of the Galaxy: Cosmic Rewind

Walt Disney World Resort
11.2023 - 02.2024
  • Upheld operating guidelines and maintained safety standards, ensuring the well-being of all Guests while facilitating efficient ride operations
  • Efficiently maintained attraction efficiency, accommodating up to 2,000 Guests per hour, ensuring smooth ride operation during peak hours
  • Performed various roles across multiple positions within the attraction, demonstrating flexibility and the ability to adapt to dynamic operational needs
  • Assisted in managing the virtual queue process, ensuring Guests were informed, directed, and processed in a timely matter

Attractions Host – Magic Kingdom Park – People Mover and Astro Orbiter

Walt Disney World Resort
11.2019 - 03.2021
  • Modeled the Five Keys Basics while receiving feedback and follow-ups, when necessary
  • Uphold operating guidelines by ensuring the safety of Guests while efficiently maintaining attraction efficiency standards of Guest flow of 1400 Guests an hour
  • Had the opportunity to partner with our Entertainment partners during peak attendance
  • Assisted in Support Crowd Control during peak seasons
  • Partnered with Leaders and other Cast Members to effectively and seamlessly resolve complex Guest situations
  • Maintained cleanliness and organization throughout attraction areas, ensuring optimal appearance for guests.
  • Collaborated with other departments as needed to provide comprehensive support across the theme park facility.

VACATION SALES ADVISOR

Hilton Grand Vacation Call Center
05.2019 - 11.2019
  • Responsible for promoting vacation resorts and timeshare to clients all over the United States, Canada, Hawaii, and Australia
  • Able to upsell and sell over the phone
  • Maintained positive relationships with various levels of clientele
  • Exhibited mastery in problem solving, multi-tasking, customer service, and sales
  • Worked individually and with a team to achieve common sales goals
  • Streamlined customer follow-up process, ensuring timely communication and increased likelihood of securing bookings.
  • Asked open-ended questions to better ascertain client needs and determine best international travel offerings.

Family Ride Attendant/ Arcade Attendant/ Lead

Fun Spot America Theme Parks
02.2018 - 05.2019
  • Being responsible for the safe and efficient operation of one or more ride
  • Staying focused and always remain courteous while enforcing ride rules
  • Strong product knowledge of the rules and prize levels of the games
  • Maintain cleanliness of displays, games, and stockroom
  • Interacting with the guests to get them excited to win a prize
  • Stocking and doing inventory for the prizes for the game
  • Promoted a positive atmosphere throughout the park by engaging with guests, answering questions, and delivering exceptional customer service.
  • Provided exceptional guest experiences through attentive service and quick response to any issues or concerns.
  • Managed daily ride operations, including queue management and rider height verification for safety compliance.

Education

Associate in Arts - Business Specialist

Valencia College
Kissimmee, FL
05.2021

Skills

  • Mac and PC skills
  • Word
  • PowerPoint
  • Excel
  • Outlook
  • SnApp
  • ATS
  • GSS
  • HERA
  • HERC
  • New hire training

Timeline

Disney Guardians of the Galaxy: Cosmic Rewind

Walt Disney World Resort
11.2023 - 02.2024

Disney’s Typhoon Lagoon & Blizzard Beach Guest Service Hostess/ Trainer /Coord

Walt Disney World Resort
03.2021 - Current

Attractions Host – Magic Kingdom Park – People Mover and Astro Orbiter

Walt Disney World Resort
11.2019 - 03.2021

VACATION SALES ADVISOR

Hilton Grand Vacation Call Center
05.2019 - 11.2019

Family Ride Attendant/ Arcade Attendant/ Lead

Fun Spot America Theme Parks
02.2018 - 05.2019

Associate in Arts - Business Specialist

Valencia College

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Katherine Rosa