MELISSA M. LAPLANTE
Haines City,FL
Summary
Enthusiastic and self-starting professional with a people-facing demeanor, strong work ethic, substantial experience delivering excellent service standards, responding efficiently to guest inquiries and maintaining high guest satisfaction. Demonstrates expertise in handling guest complaints, providing appropriate solutions within timely limits to ensure resolution. Flexible and able to adapt quickly to new trends/fast-paced environments, builds key relationships and collaborates with high-performance Teams to exceed shared objectives. Prioritizes efficiently while juggling multiple competing tasks. Efficiently delegates tasks to provide the best path for the operation’s needs.
Overview
21
21
years of professional experience
Work History
Guest Experience Manager
Tomorrowland / Storybook Circus
Lake Buena Vista, FL
03.2024 - Current
- Oversaw the daily management of Big Top Souvenirs and Star Traders by compiling monthly reports summarizing key performance indicators related to the Guest experience
- Implemented strategies aimed at enhancing the overall quality of Guest service provided by Cast Members as a training liaison, interviewing and selecting trainers with a passion to welcome in new Cast Members
- Organized and hosted special events designed to increase Cast morale and recognition for delivering great Guest service
- Oversaw the stock and inventory of our stores through smart stock, confirming all store presentation qualities and on hand numbers while partnering with Heart of House to overcome any obstacles we may experience through smart stock
Coordinator
Main Street East
07.2022 - 03.2024
- Supported and assisted in coming up with new processes in the Confectionary to provide a safer work area for cast
- Created a closing task sheet for cast to create a more efficient way to close our stores and have them show ready for our guests
- Collaborated with peers for cast members that need accommodations for the tools to succeed in the operation
- Build a strong team environment with Cast Members through quality conversations related to the Disney Five Keys, recognizing success and offering feedback
- Execute cash handling standards while transporting and depositing over $25,000 in nightly cash revenue
Sales Hostess
Park Arrival Merchandise
10.2021 - 07.2022
- Promoted to Proficient Coordinator, demonstrating role flexibility and willingness to support the changing business
- Strategized and worked with leadership to find safer ways to stack strollers and store guest personal items to create a more efficient workspace
- Facilitated onboarding of new Cast Members as an Area Trainer, educating them on the Disney brand and overall Merchandise and Mobility Role
- Standards Trained in Mobility Collection, driving the truck to multiple locations on property to assure mobility would be readily available to guests with additional needs
Sales Coordinator
Best Western Woodbury Inn
01.2019 - 01.2021
- Made reservations, accommodating guests with various requests and provided appropriate solutions
- Provided the highest level of customer service to the company's clientele with timely responses on all inquiries.
- Answered questions and recommending closest restaurants, shopping and night life
- Provided inclusive leadership to team members including events for housekeeping, front desk and maintenance appreciation
- Orientation on best approach with guests resulting in record high customer satisfaction and loyalty.
- Worked with guests to organize room blocks for weddings, reunions, and birthday parties
Instructor / Stage Manager
Ella Marie School of Dance
01.2004 - 01.2021
- Directed, staged and led rehearsal for multiple production numbers involving over 30 students Created a fun, motivating, environment to increase the number of participants in group classes and the summer camp
- Introduced and implemented proper techniques to be observed while dancing, which involved warm-ups and stretching prior to dance
- Worked with parents and students to give them the best experience possible
- Communicated verbally, in writing and by phone with staff, parents and student.
Merchandising Manager
American Eagle Outfitters
01.2013 - 01.2017
- Managed visual merchandising to maintain corporate image, & boost customer traffic
- Helped customers find the items they are looking for, handled cash, and efficiently collaborated with co-workers on team projects to ensure the best experience for the guests
- Conducted weekly analysis of sales trends to understand guest purchasing behavior and determine appropriate merchandizing strategies.
Education
AAS - Hotel Tech Administration
Nassau Community College
Westbury, NY05.2019
Associate of Arts - Early Childhood Education
Nassau Community College
Westbury, NY05.2013
High School Diploma -
Long Island High School For The Arts
Syosset, NY06.2010
Skills
Woo, Context,Strategic,Communication,Includer
Accomplishments
- American Hotel & Lodging Educational Institute Certificates:
Managing Front Office Operations
Human Resources
Facilities Planning
Sales Coordinator
Timeline
Guest Experience Manager
Tomorrowland / Storybook Circus
03.2024 - Current
Coordinator
Main Street East
07.2022 - 03.2024
Sales Hostess
Park Arrival Merchandise
10.2021 - 07.2022
Sales Coordinator
Best Western Woodbury Inn
01.2019 - 01.2021
Merchandising Manager
American Eagle Outfitters
01.2013 - 01.2017
Instructor / Stage Manager
Ella Marie School of Dance
01.2004 - 01.2021
AAS - Hotel Tech Administration
Nassau Community College
Associate of Arts - Early Childhood Education
Nassau Community College
High School Diploma -
Long Island High School For The Arts
Similar Profiles
Roman IvshinRoman Ivshin
Kasjer-asystent I Przewodnik Po Atrakcjach at TomorrowLand, Centrum AtrakcjiKasjer-asystent I Przewodnik Po Atrakcjach at TomorrowLand, Centrum Atrakcji
Yaroslav HeleveriaYaroslav Heleveria
Promotor I Operator Atrakcji VR at TomorrowLand VR CenterPromotor I Operator Atrakcji VR at TomorrowLand VR Center
Earnisha ManningEarnisha Manning
Guest Room Attendant at Circus Circus Las Vegas Hotel Resort and CasinoGuest Room Attendant at Circus Circus Las Vegas Hotel Resort and Casino
Henry LinkHenry Link
Lead Pastor at The Church On The HillLead Pastor at The Church On The Hill
Nick SmithNick Smith
Epic Corporal at Universal Epic UniverseEpic Corporal at Universal Epic Universe