Marcos Acosta
Sacramento,CA
Summary
Seasoned, bilingual operations trainer with exceptional guest relations skills and over 7 years of Disney customer service experience. Plentiful first-hand experience with maintaining customer service, operational, and safety expectations in high stress operations up to and including emergencies and high guest traffic operations. Eager to bring a Disney-level of guest service and attention to detail into a new operation.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Attractions Cast Member
The Walt Disney Company
2021.04 - 2025.09
- Facilitated guest interactions, ensuring positive experiences throughout attractions.
- Assisted and led emergency and maintenance related evacuations in high stress environment while staying calm and relaying information to guests and first responders/maintenance
- Maintained a high level of personal presentation according to company standards, ensuring a professional and approachable image at all times.
- Handled guest concerns and complaints with professionalism, empathy, and effective problem-solving skills.
- Enhanced overall attraction presentation by maintaining clean surroundings at all times including queue areas, ride vehicles, and exit paths.
- Provided accurate information regarding park attractions, amenities, and policies to guests, ensuring clarity and understanding.
- Promoted online products related to the attractions and assisted guests with purchases, refunds, usage, and guidance
Attractions Trainer
The Walt Disney Company
2022.04 - 2025.07
- Collaborated with team leaders to implement operational improvements, increasing guest satisfaction scores.
- Facilitated ongoing training sessions, ensuring staff proficiency in safety protocols and attraction operations.
- Mentored junior trainers, fostering professional growth and strengthening team dynamics.
- Oversaw scheduling of training sessions, optimizing resource allocation for maximum efficiency.
- Conducted performance evaluations, providing constructive feedback to improve individual trainer effectiveness.
- Promoted an inclusive work environment by tailoring training methods to accommodate diverse learning styles among employees.
- Served as a liaison between management and staff to ensure that any concerns or suggestions were communicated effectively and addressed promptly.
- Trained and mentored 55 new personnel in OJT for various roles.
- Completed various Leadership, emergency response, and operational efficiency related trainings curated and/or designed by TWDC
Resort Transportation & Parking Host
The Walt Disney Company
2018.02 - 2021.04
- Crafted tailored service solutions for customers, adhering to established Walt Disney Company protocols for optimal guest experience.
- Acted as guest information concierge, giving information about parking, the resort, and surrounding areas to international and high profile guests
- Implemented strategies for managing foot and vehicle traffic at the resort, accommodating diverse operational scales from small groups to large events.
- Executed accurate cash handling in fast-paced, high-pressure environments across multiple point-of-sale systems.
- Oversaw operation of company vehicles, including buses, cars, golf carts, and proprietary tractors/trams, while maintaining safety and efficiency standards.
- Addressed guest feedback and concerns to enhance service quality and operational efficiency.
Education
High School Diploma -
Montclair High School
Montclair2017-05
Skills
- Exceptional communication
- Fluent Spanish Speaker
- Performance under pressure
- Guest relations and customer service expertise
- Cash handling and POS experience
- Strong problem solving
- Strong work ethic
- Flexible schedule
- Attention to detail
- Conflict resolution
- CPR certified
Certification
- CPR/AED Certified until 7/2027
Languages
Spanish
Native or Bilingual
Timeline
Attractions Trainer
The Walt Disney Company
2022.04 - 2025.07
Attractions Cast Member
The Walt Disney Company
2021.04 - 2025.09
Resort Transportation & Parking Host
The Walt Disney Company
2018.02 - 2021.04
High School Diploma -
Montclair High School