Nate Hirni
Davenport,FL
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Guest Experience Associate position. Ready to help team achieve company goals.
Overview
34
34
years of professional experience
Work History
General Manager
Museum of Illusions
Orlando, FL
02.2024 - 10.2024
- Delivered exceptional guest experiences in a high-volume interactive attraction.
- Assisted guests with admissions, ticketing, exhibit information, and way finding.
- Supported daily venue operations, cleanliness standards, and facility presentation.
- Resolved guest concerns quickly and professionally.
- Trained and coached team members on guest service and operational standards.
- Assisted with opening and closing procedures, cash handling, and operational reporting.
Area General Manager
Escapology
Gilbert, AZ
07.2021 - 10.2023
- Created memorable guest experiences in a fast-paced entertainment environment.
- Assisted guests with reservations, check-in, gameplay orientation, and troubleshooting.
- Supported sales initiatives through guest recommendations and upselling opportunities.
- Maintained high standards of cleanliness, organization, and facility presentation.
- Trained team members on guest service, safety, and operational procedures.
- Worked closely with teams to ensure smooth daily operations and guest satisfaction.
Operations Director
Allegiant Entertainment Inc/Allegiant Travel Company
Queen Creek, AZ
12.2018 - 04.2020
- Led the development and implementation of customer service standards and guest experience programs for a start-up family entertainment center chain.
- Created and delivered guest service training materials, operational procedures, and service excellence guidelines.
- Directed and coached Customer Experience Managers and multi-department leadership teams to ensure exceptional guest satisfaction.
- Collaborated with corporate departments to enhance customer experience, service delivery, and operational effectiveness.
- Developed customer-focused policies, service protocols, and performance metrics to drive guest engagement and satisfaction.
- Conducted regular on-site training, coaching, audits, and performance reviews to maintain high service standards.
- Monitored operations and provided hands-on support to ensure a positive, efficient, and welcoming guest experience.
- Assisted in planning new locations with a focus on customer flow, guest amenities, and overall experience design.
- Reported operational and customer experience performance results to executive leadership.
Executive General Manager
FlipSide Entertainment
Gilbert, AZ
06.2014 - 04.2018
- Led customer service operations for a large luxury entertainment venue, ensuring exceptional guest experiences across multiple attractions and service areas.
- Rebuilt and developed high-performing guest service teams through strategic hiring, training, coaching, and performance management.
- Created and implemented customer service standards, operating procedures, and training programs to improve service consistency and guest satisfaction.
- Resolved guest concerns and service issues promptly while maintaining a positive and professional customer experience.
- Developed promotional programs, pricing strategies, and service offerings designed to enhance guest value and engagement.
- Oversaw daily operations to ensure a safe, welcoming, and enjoyable environment for guests and team members.
- Managed and mentored a leadership team and over 120 employees to deliver outstanding customer service and operational excellence.
- Conducted risk assessments and maintained safety standards to protect guests and staff.
- Collaborated across operations, sales, marketing, and food service departments to improve the overall guest experience.
- Led employee recruitment, onboarding, training, and development initiatives focused on service excellence and customer satisfaction.
Attractions Manager
Legoland Florida Resort
Winter Haven, FL
01.2011 - 01.2014
- Ensured safe and efficient operation of high-volume attractions.
- Assisted guests with questions, directions, and attraction information.
- Maintained attraction cleanliness, safety, and show quality standards.
- Responded to guest concerns and provided immediate resolution.
- Trained and supported frontline team members.
- Worked collaboratively with multiple departments to enhance the guest experience.
Owner/CEO
Little Monsters Bounce Rentals
Davenport, FL
01.2009 - 01.2013
- Owner and creator of Little Monsters Bounce Rentals.
Attractions Manager
NBC Universal-Universal Orlando Resort
Orlando, FL
01.2006 - 01.2009
- Delivered exceptional guest experiences in a fast-paced theme park environment.
- Managed attraction operations while ensuring guest safety and satisfaction.
- Assisted guests with questions, concerns, and wayfinding throughout the park.
- Supported opening and closing procedures and daily operational tasks.
- Trained and coached team members on guest service standards.
- Responded to emergencies and guest concerns professionally and efficiently.
Assistant Unit Manager
NBC Universal-Universal Orlando Resort
Orlando, FL
01.2005 - 01.2006
- Provided leadership to the Jurassic Park Restaurant and Merchandise Complex grossing 20M annually.
- Responsible for Duty Manager coverage for all Revenue Operations at Islands of Adventure Theme Park.
Park Operations Management Intern/College Program Representative
Disneyland Resort
Anaheim, CA
01.1991 - 01.1993
- Park Operations Management Intern/College Program Representative
Education
Bachelor of Science -
State of Florida
OrlandoSkills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Customer relations
- Training and development
- Staff training/development
- Employee scheduling
- Verbal and written communication
- P&L management
- Sales expertise
Timeline
General Manager
Museum of Illusions
02.2024 - 10.2024
Area General Manager
Escapology
07.2021 - 10.2023
Operations Director
Allegiant Entertainment Inc/Allegiant Travel Company
12.2018 - 04.2020
Executive General Manager
FlipSide Entertainment
06.2014 - 04.2018
Attractions Manager
Legoland Florida Resort
01.2011 - 01.2014
Owner/CEO
Little Monsters Bounce Rentals
01.2009 - 01.2013
Attractions Manager
NBC Universal-Universal Orlando Resort
01.2006 - 01.2009
Assistant Unit Manager
NBC Universal-Universal Orlando Resort
01.2005 - 01.2006
Park Operations Management Intern/College Program Representative
Disneyland Resort
01.1991 - 01.1993
Bachelor of Science -
State of Florida