Kayla Durso
Summary
Results-oriented Senior Coordinator skilled in prioritization, organization, and multitasking. Proficient in strategic planning and problem-solving to effectively handle short-term and long-term responsibilities. Strong communication skills and a track record of implementing innovative solutions to drive growth and enhance efficiency.
Overview
8
8
years of professional experience
Work History
Guest Services Senior Coordinator
Universal Orlando Resort
Epic Universe
12.2024 - Current
- Selected as a member of the inaugural Senior Coordinator team.
- Developed and implemented an appointment scheduling system using Zomato for the Guest Accessibility Team, allowing guests to book accommodation conversations
- Assisted in creating Standard Operating Procedures and training materials.
- Supported onboarding and training of the initial Coordinator team for grand opening operations
- Managed the training team for Epic Guest Services
Guest Services Senior Coordinator
Universal Orlando Resort
Volcano Bay
01.2022 - 12.2024
- Managed the training team dedicated to Volcano Bay Guest Services and Lockers
- Executed annual revisions for all training documents including Standard Operating Procedures, Trainer Guides, and Assessment materials
- Ensured readiness through pre-onboarding correspondence for new team members
- Facilitated a smooth transition of Inventory Control responsibilities, including pre-arrival communication and pre-planning guest reservations from the Volcano Bay Guest Services Team to the VIP Team
- Handled escalated in-park guest concerns, documented guest feedback, and set up compensation.
- Performed daily operational duties for all Guest Services locations and locker stations at Volcano Bay
Inventory Control Specialist
Universal Orlando Resort
Volcano Bay
03.2019 - 12.2024
- Monitored daily inventory all of Cabanas, Premium Seats, and Reserved Seats
- Ensured all pre-arrival information was communicated to cabana guests
Concierge Team Captain
Universal Orlando Resort
Volcano Bay
05.2018 - 01.2022
- Managed daily operation of all concierge huts and locker stations
- Handled troubleshooting of Tapu Tapu problems
- Addressed guests' issues with lockers, cabanas, premium seating, and express passes
Education
Bachelor of Science - Health Sciences
University of Central Florida
Orlando, FL05-2023
Skills
- UKG Management
- Salesforce
- Galaxy: Manager's Workstation
- Galaxy POS System
Accomplishments
- Recognition for Positivity, In-the-Field, Leading by Example, Observing, Team Player
- Recognition for Commitment to Guest/Team Service, Living the UO Values, Teamwork, and Reliability and Personal Effort
PILOT Award: 2nd Quarter 2023 Recipient
BRAVO Award: January 2022 Recipient
Timeline
Guest Services Senior Coordinator
Universal Orlando Resort
12.2024 - Current
Guest Services Senior Coordinator
Universal Orlando Resort
01.2022 - 12.2024
Inventory Control Specialist
Universal Orlando Resort
03.2019 - 12.2024
Concierge Team Captain
Universal Orlando Resort
05.2018 - 01.2022
Bachelor of Science - Health Sciences
University of Central Florida