Lauren Muirhead

Union liaison between the Cast Member and company throughout investigative and disciplinary processes to ensure all union guidelines were properly upheld and all parties were held accountable.

• Expert knowledge of Full time and Part Time Employee Entertainment Contracts.
• Reviewed production schedules and streamlined operational processes in accordance to union contract.
• Monitored employee actions for adherence to safety procedures.

Partnered with management to ensure flawless operation of all character show elements while keeping safety as top priority for all involved.

• Used critical thinking to break down problems, evaluate solutions and make decisions in safety critical situations.
• Managed team of 20+ Cast Members, facilitated their timely arrival, monitored proper execution of all show responsibilities.
• Carried out day-day-day duties accurately and efficiently.
• Maintained energy and enthusiasm in fast-paced environment.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Proactively demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours; night, weekend, and holiday shifts.

Provided daily leadership and direction to 20+ Cast Members working in the character operation across the Walt Disney World Resort.

• Held Cast Members accountable for proper execution of their daily duties including timely arrival, proper costume attire, character integrity, and positive guest interaction.
• Managed delicate or difficult interactions with guests in polite and professional manner by identifying source of complaint and formulating proper guest recovery, coordinating with leadership and security as needed.
• Adhered to basic scripts while utilizing strategic improvisation during performances and while interacting with guests.
• Assessed guest engagement to adjust energy levels and identify individuals to interact with or recruit for participation in shows.
• Maximized customer service and satisfaction by providing directions to visitors regarding requested locations, events and landmarks.
• Promoted safety of visitors and mitigated liability risks by monitoring entertainment areas, enforcing rules and safety policies.
• Cleaned entertainment areas to reduce spread of germs and bacteria.

Performed various character roles in shows and parades across the Walt Disney World Resort.

• Gave fans positive experiences and good memories by staying in character throughout events and photo sessions.
• Took extra care connecting with children, disabled fans and VIPs to strengthen organizational loyalty.
• Kept optimal physical conditioning to handle long periods of standing and wearing heavy, hot costume pieces.
• Developed funny and positive answers to fan questions with special emphasis on entertaining children.
• Delighted audience members by using diverse cheers, dance routines and personal contact sessions after events.
• Held special one-on-one sessions with fans and attended charity events to capitalize on diverse promotional strategies.
• Mentored other Cast Members in new methods of performance.
• Maintained energy and enthusiasm in fast-paced environment.
• Proved successful working within tight deadlines and fast-paced atmosphere.

• Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
• Onboarded new employees, including training, mentoring and new hire documentation.
• Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
• Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
• Accomplished multiple tasks within established timeframes.
• Applied customer feedback to develop process improvements and support long-term business needs.
• Delivered feedback to decision-makers regarding employee performance and training needs.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Developed and maintained relationships with customers and suppliers through account development.

• Supervised daily recreation outlet operations to ensure guest satisfaction and service excellence.
• 
  
• Assisted in resolving guest complaints promptly to enhance overall experience.
• Monitored inventory levels of supplies and equipment for efficient operations.
• Conducted regular inspections of facilities to uphold safety and quality standards.
• Collaborated with management to develop strategies for increasing guest engagement and loyalty.
• Collaborated closely with management, reporting on departmental performance and providing strategic recommendations for improvement.
• Reduced guest complaints by ensuring consistent delivery of high-quality services throughout the hotel.
• Cultivated a professional atmosphere among staff members by enforcing adherence to company policies and procedures.
• Led training sessions for new hires, fostering a positive work environment that emphasized teamwork and communication.
• Collaborated with housekeeping staff, maintaining public spaces to exceed guest expectations.
• 
  
• Ensured compliance with safety regulations, conducting routine inspections of facilities and equipment for potential hazards.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Monitored and evaluated performance of personnel to confirm compliance with standards.