Katherine Wildrick
Summary
Dynamic leader and skilled trainer with extensive experience at Disneyland Resort, adept in enhancing operational efficiency and guest satisfaction. By collaborating with other team members, achieved a 33% increase in hours where guest carried targets were met. Ready to take next professional career steps with multiple years of experience in Theme Park Operations.
Overview
10
10
years of professional experience
Work History
Core Working Lead and Trainer
Disneyland Resort
05.2022 - Current
- Oversaw all cast members at the location, ensuring compliance with company policies, safety protocols and promoting the Five Keys.
- Facilitated communication of operational needs, updates, and concerns with various business units and senior management.
- Collaborated daily with different lines of business based on operational requirements that included Facilities, Entertainment, Guest Talent, and Guest Show Operations
- Looked for solutions to improve location efficiency. This included an efficiency challenge against the Walt Disney World Railroad which resulted in a 33% increase Guest Carried Targets hit per data in OpSheet over a two-week period.
- Provided feedback and mentoring to cast members at location including members of the leadership team to support their development.
- Drove the business of the location by monitoring and making adjustments to meet hourly capacity and labor targets by ensuring accurate data was captured timely in OpSheet and balancing the area labor target with location demand.
- Delivered outstanding guest service, resolving concerns and looking for opportunities to improve the guest experience with our efficiency and cast member interactions.
- Utilized as a resource for understanding the operating guide and leveraged local expertise for location-specific knowledge. This knowledge was utilized in the script for the Disneyland Railroad Guided Tour.
- Facilitated on-the-job training for new cast members, managers, and was included in the consultation and integration process for updates to the operating guide with Documentation.
- Led operations during an unprecedented event with restricted capacity, balancing a safety focus and cast member morale for most of the year. This included supporting multiple temporary updates and tests, collecting feedback and keeping the operation running.
Attractions Host
Disneyland Resort
02.2017 - Current
- Operated fast-paced high demand locations that required an exceptional balance of guest service and safety
- Supported multiple operational changes that included two major queue access updates: Fastpass+ and Lightning Lane.
- Demonstrated knowledge of park amenities and services such as DAS Service, Location Return Time, and Lightning Lane Multipass
- Experience working with dispatch attractions and cast-operated locations. locations. (Indiana Jones Adventure, Jungle Cruise, Disneyland Railroad, and Main Street Vehicles)
Food and Beverage Cashier
Disneyland Resort
08.2016 - 02.2017
- Assisted guests with their orders, answered questions about menu items, and took accurate payment information.
- Operated the point of sale system to process payments from guests quickly and accurately.
- Took inventory of food items and novelties and was responsible for accurate record keeping.
Disney College Program Intern
Walt Disney World Resort
01.2015 - 07.2015
- Participated in a highly competitive internship in Theme Park Operations
- Learned multiple locations in both Quick Service Food & Beverage and Retail operations
- Program was extended past initial end date due to high performance and good attendance
- Completed extra credit guest services classes as part of program
Education
BFA - Entertainment Art/Animation
California State University Fullerton
Fullerton, CA05.2021
Skills
- Leadership
- Oral and written communication
- Microsoft Office Suite
- Adobe Creative Suite
- Collaboration
- Problem Solving
- Accountability
- Inclusion
- Training material updates
- Feedback evaluation
Accomplishments
- Promoted to Core Working Lead position after two months in the Working Lead Role.
- Collaborated on multiple temporary updates that were permanently added to the Disneyland Railroad Operating Guide.
- Requested as a resource for supplemental information that was included in the official script for the Disneyland Railroad Guided Tour.
- Facilitated communication that lead to a media feature and interview for the return of an opening day engine to the location from a multi-year refurbishment.
- Spearheaded a successful efficiency challenge against the Walt Disney World Railroad that saw demonstrated increases in location efficiency during and following the two-week challenge period with requests from the WDW team to perform the challenge again in the future.
Timeline
Core Working Lead and Trainer
Disneyland Resort
05.2022 - Current
Attractions Host
Disneyland Resort
02.2017 - Current
Food and Beverage Cashier
Disneyland Resort
08.2016 - 02.2017
Disney College Program Intern
Walt Disney World Resort
01.2015 - 07.2015
BFA - Entertainment Art/Animation
California State University Fullerton
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