Paula Hyde
Orlando,FL
Summary
Professional in guest service with strong focus on delivering exceptional experiences and resolving issues efficiently.
Dependable and results-driven leader with 20 years experience managing complex operations in fast-paced, guest-facing environments. Known for integrity, adaptability, and strong communication, with a proven ability to lead a large team. Diligent
team oriented professional with a strong focus on safety, service quality
and continuous improvement.
Overview
35
35
years of professional experience
Work History
GUEST SERVICE MANAGER
Magic Kingdom Parking Operations
01.2022 - Current
- Responsible for daily administrative functions of the parking lot and auto plaza, ensuring safe, efficient traffic flow and exceptional guest service, but not limited to, evaluations, coaching, disciplinary actions, and maintaining Disney appearance and performance standards.
- Support Cast Members with scheduling, payroll and operational concerns.
- Partnered with cross functional teams including Vacation Planning, Security, Transportation and Park Operations to deliver a seamless guest experience.
GUEST SERVICE MANAGER
Disney Magical Express
07.2010 - 03.2021
- Manager the inbound and outbound luggage transfer operation at Orlando International Airport including, but not limited to, the delivery of luggage to and from the airport, hotel and port.
- Led a team of 100+ Cast Members providing technical operational support in a fast-paced, constantly changing environment.
- Collaborated with internal leaders and third-party vendors to coordinate training in luggage service, airport and hotel meet and greet,motorcoach transportation, and staff to deliver service at Disney Standards.
- Overseen all on stage areas at the airport and Hyatt Regency Hotel to ensure safety, security and brand standards.
- Acted as a liaison between Disney Magical Express, Disney Cruise Line, and Airlines to resolve guest travel and luggage issues.
AIRPORT OPERATION COORDINATOR
Orlando International Airport
01.2006 - 01.2009
- Delivered frontline customer service to an average of 6,000 domestic and international guests daily.
- Ensured systems and processes operated efficiently to support airport and Disney operations.
- Supported the rollout of multiple hardware and software initiatives, including Disney Cruise Line passenger check-in systems, mobile interfaces, MyMagic+ MagicBand technology.
- Maintain a safe, professional environment for all Cast Members, Guest and third-party vendors.
GENERAL MANAGER/PHOTOGRAPHER
Beach Photo
01.1998 - 01.2004
- Directed daily operation of the digital imaging professional photography lab and full services studio.
- Conducted classroom training in portraiture, posing, lighting, sales and customer service.
- Perform quality control inspections using the Kodak Color Watch System.
- Communicating business goals, pricing options, and company mission to staff and customers.
MANAGER/PHOTOGRAPHER
Norfolk Navy Portrait Studio
01.1991 - 01.1998
- Supervised daily operations and led a team of 25 employees, ensuring customer satisfaction and operational efficiency.
- Managed administrative functions and studio operations.
- Planned and executed photographic compositions and oversaw lab production.
- Promoted business through television, radio, and word of mouth advertising.
Education
Nursing -
Norfolk State University
Certification in Professional Photographer of America - undefined
Gene’s Photography Workshop
Skills
- Operation Leadership
- Guest Experience Management
- Team Coordination & Development
- Labor Planning and Prioritization
- Complex Problem Solving
- Conflict Resolution
- Adaptability and Quick Thinking
- Confidentiality and Integrity
- Cross-Functional Collaboration
Timeline
GUEST SERVICE MANAGER
Magic Kingdom Parking Operations
01.2022 - Current
GUEST SERVICE MANAGER
Disney Magical Express
07.2010 - 03.2021
AIRPORT OPERATION COORDINATOR
Orlando International Airport
01.2006 - 01.2009
GENERAL MANAGER/PHOTOGRAPHER
Beach Photo
01.1998 - 01.2004
MANAGER/PHOTOGRAPHER
Norfolk Navy Portrait Studio
01.1991 - 01.1998
Certification in Professional Photographer of America - undefined
Gene’s Photography Workshop
Nursing -
Norfolk State University