Kristen Waters
Auburndale,FL
Summary
Highly effective and well rounded Guest Experience Manager with 20+ years of Operations management and Guest service experience working for high profile organizations such as the Walt Disney Company and Enterprise Rent-a-Car. Recognized for delivering excellent service in fast-paced environments with the ability to adapt dynamically and cultivate exceptional Guest experiences. Proactive leader and collaborator who guides Cast Members in consistently surpassing service and sales goals while maintaining a focus on ongoing training and professional development. Exceptionally dedicated professional with keen interpersonal, communication, and influencing skills.
Overview
25
25
years of professional experience
Work History
Guest Experience Manager
Walt Disney Parks and Resorts
Lake Buena Vista, FL
06.2010 - Current
- Led teams in both Food & Beverage and Merchandise lines of business at the Walt Disney Parks and Resorts for 14 years.
- Contributed to the implementation of EDRC (engage, discover, recommend and close) sales training for the Polynesian Village Merchandise team. Facilitated in person classes and breakout training sessions.
- Observes and coaches Cast daily to ensure sales KPI's are met (units per transaction, average dollar per transaction, total daily revenue).
- Served as an instrumental part of the Leadership team, successfully coordinating and implementing the rollout of both Forbes Service Standards and Disney's Next Level Courtesy initiatives.
- Collaborates with Line of Business and all levels of the organization to meet or exceed Disney Guest service and revenue KPI's.
- Guides and develops Cast Members through training, coaching, performance management, and mentoring to maintain Disney service standards and exceed financial goals.
- Disney Institute Facilitator bench 2019-2020.
Volunteer and Events Manager
VISTE-Volunteers in Service to the Elderly
Lakeland, FL
11.2020 - 06.2021
- Spearheaded all management responsibilities to lead a team of over 900 volunteers.
- Liaised with external partners, including schools, civic partners, religious volunteer groups, and corporate sponsors, to fundraise, engage donors, and the community to accomplish goals of the organization.
- Organized the execution of volunteer-driven events, including various drives, fundraising events, luncheons, VISTEball annual event, online silent auction, and a Thanksgiving event delivering over 1800 meals to elderly clients in need.
- Source and recruit new talent to staff ongoing VISTE programs and services by developing relationships with the local community, including schools and community partners.
- Facilitated volunteer orientation and training sessions.
Food and Beverage Manager
Reunion Resort And Golf Club
Davenport, FL
10.2006 - 06.2010
- Led the daily operations of a signature dining restaurant including staff scheduling, inventory control, cost management, menu planning and Guest service.
- Worked closely with Catering, Sales, Golf and Membership team on events including corporate buyouts, weddings and conventions. Maintained excellent relationships with key event partners to ensure Guest satisfaction and a seamless event experience.
Branch Manager
Enterprise Rent-A-Car
St. Petersburg, FL
05.1999 - 08.2004
- Managed the daily operations of multiple Enterprise Rent a Car branches in the Tampa Bay area.
- Conducted weekly sales calls to various local establishments including dealerships, insurance agents, hotels, body shops, and other businesses with the aim of boosting branch revenue and expanding fleet size.
- Progressed from management trainee to Branch Manager, showcasing consistently strong performance throughout career.
- Consistently reached branch sales targets for collision damage waiver, car class upgrades, mileage, and gas programs.
Education
Some College (No Degree) - Business Administration
St. Petersburg College
Clearwater, FLSkills
- Guest service expertise
- Effective presenter
- Conflict resolution
- Strong influencing skills
- Relationship management
- Cast Member development
- Operations management
- Program implementation
- Business development
- Excellent communication skills
- Team leadership
Timeline
Volunteer and Events Manager
VISTE-Volunteers in Service to the Elderly
11.2020 - 06.2021
Guest Experience Manager
Walt Disney Parks and Resorts
06.2010 - Current
Food and Beverage Manager
Reunion Resort And Golf Club
10.2006 - 06.2010
Branch Manager
Enterprise Rent-A-Car
05.1999 - 08.2004
Some College (No Degree) - Business Administration
St. Petersburg College
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