Kevin McKinney
Davenport,FL
Overview
13
13
years of professional experience
Work History
Assistant Front Office Manager
Davidson Hotels & Resorts Wyndham Orlando IDrive
Oralndo, FL
03.2024 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Collaborated with others to discuss new opportunities.
- Recognized by management for providing exceptional customer service.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Guest Experience Manager Disneys Yacht and Beac
The Walt Disney Company
Orlando, FL
01.2023 - 02.2024
- Developed and implemented customer service policies and procedures to ensure superior guest experience.
- Conducted regular training sessions for staff members on the importance of providing exceptional customer service.
- Monitored the performance of team members to ensure they are meeting customer service standards.
- Created a system to track guest feedback and complaints in order to identify areas of improvement.
- Collaborated with other departments to resolve guest issues quickly and efficiently.
- Analyzed customer data to determine trends and opportunities for improved customer satisfaction.
- Provided guidance, support, and coaching to team members in order to improve their customer service skills.
- Implemented strategies aimed at enhancing the overall quality of customer service provided by staff members.
- Reviewed weekly reports on customer feedback received through various channels such as social media, emails.
- Compiled monthly reports summarizing key performance indicators related to the guest experience.
- Identified potential risks that could negatively impact the quality of service delivered by staff members.
- Investigated escalated complaints from guests and took appropriate action when necessary.
- Responded to guests, including email, telephone and in-person inquiries.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Greeted arriving guests to provide assistance and facilitate check-ins.
- Assisted guests in answering questions and completing check-in and check-out processes.
- Answered guest inquiries regarding hotel offerings and services.
- Provided guest assistance and information regarding local attractions and points of interest.
- Kept records of room availability and guest accounts, manually or using computers.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Reviewed accounts and charges with guests during check out process.
- Contacted housekeeping or maintenance staff to report room or building issues.
Front-Line Service Advisor
The Walt Disney World Resort
Lake Buena Vista, FL
09.2018 - 01.2023
- Oversee daily operations of the Front Office operation at Disney's Art of Animation Resort.
- Rolled out new communication with Cast Members for daily updates as well as Medallia scores.
- Partnered with leaders to determine labor strategy and track labor.
- Worked with Leaders and fellow Front Line Service Advisors to become the benchmark for Resorts.
- Teach and show by example The Quality Operating Principles on a daily basis.
- Built relationships with Multiple lines of business within the Lodging and the greater resort area to exceed Guest expectations.
Guest Relations TA
The Walt Disney Company
Orlando, FL
11.2021 - 05.2022
- Guaranteed guest satisfaction and positive experience through genuine, enthusiastic and friendly interactions.
- Handled payment processing and provided guest with receipts and proper bills and change.
- Investigated guest complaints and utilized critical thinking to foster expedient resolution.
- Expert in the Guest Experience of The Walt Disney World resort, including ticket packages, Genie+, attraction requirements, dining and resort offerings
- Independently problem solved and delivered recovery for all Guest needs while seamlessly Navigate in multiple computer systems such as SnApp Ticketing, Guest Service Suite, and A La Carte
- Served as a brand ambassador for The Walt Disney Company, addressing and resolving concerns from all lines of business while protecting the brand
Concierge Cast Member
The Walt Disney World Resort
Lake Buena Vista, FL
03.2018 - 09.2021
SnAppy through active listening, conflict resolution, and dynamic communication skills.
Delivered personalized guest service to each Guest to optimize their overall experience.
Utilize Cast app, Hotel Experience, Lilo and My Disney Experience and Disney Arrival and A La Carte to maximize Guest stays.
Guest Services Coordinator
The Disneyland Resort
Anaheim, CA
01.2015 - 03.2018
- Fostered strong working relationships with training partners and leaders to change the Guest Services new hire training progression to provide training more efficiently.
- Mentoring and developing the Guest Services and Front Desk training team.
- Developed new hire mentorship program and trainer development program to improve skills.
- Worked on updating the Operating Guide and corresponding document to prepare for Performance Alignment.
- Taught through meetings, discussions and demonstrations in LMS, Stitch, and A La Carte in new Hire 1-day Guest Services Class.
Guest Services Global Lodging Trainer
The Disneyland Resort
Anaheim, CA
10.2014 - 03.2018
- Responsible for on-boarding and training Cast Members joining the lodging team.
- Educated new Cast Members Lodging Management System (LMS).
- Trained new Global Lodging Facilitators the on-boarding process for the Disneyland Resort Hotels.
Guest Services Lead
The Disneyland Resort
Anaheim, CA
05.2013 - 03.2018
- Responsible for the day to day operation at 2 hotel properties totaling over 1900 rooms.
- Supervising over 50-60 cast members between The Disneyland Hotel and Disney's Grand Californian Hotel and Spa.
- Built relationships with multiple lines of business within the Lodging and the greater resort area to exceed Guest expectations.
- Ongoing mentorship of Cast Members to provide feedback and work on improving work and personal skills.
Guest Services Cast Member and Trainer
The Disneyland Resort
Anaheim, CA
10.2011 - 03.2018
- Performs Concierge services for two AAA 4 Diamond rated hotels.
- Assisted Guests with any special requests during their stay to enhance their experience.
- Working with Housekeeping or Maintenance Cast Members to resolve Guest concerns.
- Trained Cast Members in all locations including the Concierge Desk and Concierge Lounge applying all safety guidelines.
Club 33 Sales Coordinator
The Disneyland Resort
Anaheim, CA
03.2012 - 04.2014
- Processed and Maintained Member files and Sales
- Maintained Sales' meeting room Calendar and Scheduled Valet Parking, Admission Tickets and Dining Reservations for incoming Guest.
- Communicates Directly with Members regarding outstanding Balances while working with Accounts Receivable to process declined credit cards, Membership annual dues and other collections.
- Processed orders, invoices and check request via SAP.
- Coordinate Member items for shipping using FedEx, UPS and USPS.
- Used Mike, Siebel, and A La Carte to Assist Members to book plans.
Affiliations
Eagle Scout
Timeline
Assistant Front Office Manager
Davidson Hotels & Resorts Wyndham Orlando IDrive
03.2024 - Current
Guest Experience Manager Disneys Yacht and Beac
The Walt Disney Company
01.2023 - 02.2024
Guest Relations TA
The Walt Disney Company
11.2021 - 05.2022
Front-Line Service Advisor
The Walt Disney World Resort
09.2018 - 01.2023
Concierge Cast Member
The Walt Disney World Resort
03.2018 - 09.2021
Guest Services Coordinator
The Disneyland Resort
01.2015 - 03.2018
Guest Services Global Lodging Trainer
The Disneyland Resort
10.2014 - 03.2018
Guest Services Lead
The Disneyland Resort
05.2013 - 03.2018
Club 33 Sales Coordinator
The Disneyland Resort
03.2012 - 04.2014
Guest Services Cast Member and Trainer
The Disneyland Resort
10.2011 - 03.2018
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