Summary
Overview
Work History
Education
Skills
Timeline
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Peter Billson

Winter Garden,FL

Summary

Detailed-oriented operations leader focused on career development and mentoring with a passion for Cast recognition and team building. Proven experience leading safety and training initiatives, serving as the liaison for Park Entry/ Main Street Ops. Leverage leadership and frontline experience to maximize operations efficiency, exceeding daily KPIs. Use out-of-the-box thinking to help transform operations, partnering with key stakeholders from other lines of business to create a more seamless Guest and Cast experience. Served as the College Program star point responsible for hosting Welcome Sessions and College Program events. Facilitator for Welcome to Park Operations at Disney University and Global Facilitator for Fastpass+ Cast Applications.

Overview

20
20
years of professional experience

Work History

Guest Experience Manager

EPCOT
04.2024 - Current
  • Leverage relationships throughout the park to improve park cleanliness.
  • Provide essential back-of-house support for the entire property.
  • Responsible for Cast recognition, Coordinators and College Program.

Guest Experience Manager

Disney’s Animal Kingdom
06.2023 - 04.2024
  • Responsible for supporting all College Program Cast Members including organizing town halls across all areas of transportation to create a stronger culture of teamwork and communication.
  • Supported the Cast Member and Guest experience through the implementation of new programs and tools to support better Guest interactions.
  • Created 'Parking Expeditions' to strengthen the connection to the park for Cast Members and equip them with more knowledge of the park to share with Guests during their park arrival experience.

Guest Experience Manager/Park Operations

Magic Kingdom Park
05.2021 - 06.2023
  • Coordinator leader focusing on career development and mentoring, blending two unique teams together during the merger of Fantasyland East and West.
  • Area event and recognition leader ensuring consistent and meaningful experiences for over 600 Cast Members.


Guest Experience Manager/Park Entry Operations

Magic Kingdom Park
04.2017 - 05.2021
  • Safety and Training liaison for a combined Park Entry/ Main Street Ops, supporting the operation in challenging times that required great flexibility.
  • Ensured Cast/Guest wellness during reopening by managing Guest Temp/Facial Covering checkpoints.
  • Maximized Main Street Vehicle visibility by tracking daily usage, availability and ridership on OpSheet, creating more opportunities for guests to enjoy the operation.
  • Facilitated efficient communication by using Cast TVs, pre-shift track talks, elevator posters and You Said We Listened.
  • Assisted the rollout of new entertainment offerings, Move it Shake it Mousekedance it!, Happily Ever After, and various Character Cavalcades post-covid closure ensuring efficient and safe crowd flow.

Guest Experience Manager

Magic Kingdom Park
06.2016 - 01.2017
  • College Program star point responsible for hosting Welcome Sessions and College Program events.
  • Built partnerships with various lines of business to create a seamless Guest Experience.

Operations Coordinator

Magic Kingdom Park
04.2015 - 04.2017
  • Facilitator for Welcome to Park Operations and Welcome to Operations classes at Disney University.
  • Coordinator Trainer in charge of onboarding new Coordinators to provide necessary tools to ensure their success in the area.

Operations Host/Trainer/Facilitator/Coordinator

Magic Kingdom Park
01.2010 - 04.2015
  • Participant with Disney VoluntEars at Give Kids the World Village and 2010 President Volunteer Service Award recipient.
  • Global Facilitator for Fastpass+ Cast Applications.

Merchandise Host/Africa

Disney College Program
06.2009 - 01.2010

Campus Representative

Disney College Program
08.2005 - 06.2009

Attractions Host

Disney College Program
04.2005 - 08.2005

Education

Bachelor of Science - Organizational Leadership

Wright State University
Dayton, Ohio

Skills

  • Exceptional communication
  • Show quality
  • Leadership development
  • Cast Member development
  • Guest conflict resolution
  • Operational efficiency

Timeline

Guest Experience Manager

EPCOT
04.2024 - Current

Guest Experience Manager

Disney’s Animal Kingdom
06.2023 - 04.2024

Guest Experience Manager/Park Operations

Magic Kingdom Park
05.2021 - 06.2023

Guest Experience Manager/Park Entry Operations

Magic Kingdom Park
04.2017 - 05.2021

Guest Experience Manager

Magic Kingdom Park
06.2016 - 01.2017

Operations Coordinator

Magic Kingdom Park
04.2015 - 04.2017

Operations Host/Trainer/Facilitator/Coordinator

Magic Kingdom Park
01.2010 - 04.2015

Merchandise Host/Africa

Disney College Program
06.2009 - 01.2010

Campus Representative

Disney College Program
08.2005 - 06.2009

Attractions Host

Disney College Program
04.2005 - 08.2005

Bachelor of Science - Organizational Leadership

Wright State University

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Peter Billson