Rafael Borralho Dos Santos
Guest Services Manager
Anaheim,CA
Summary
Highly communicative professional with more than 10 years of expertise as a Guest Services and Training Manager. Detail-oriented, team player successful at managing multiple priorities with a positive attitude.
Overview
2025
2025
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Entertainment Manager, Character Operations
The Walt Disney Company
07.2024 - Current
- Resolve a wide range day-to-day operational challenges from costuming to interpersonal communication.
- Streamlined communication between various departments involved in the daily Character Operations.
- Developed strong working relationships with our Costuming and Cosmetology departments, with the intent to find solutions for ongoing issues.
- Conducted regular performance evaluations of Cast Members, Leads and Performers to foster growth, development, and accountability in the workplace.
- Fostered a culture of Guest Services excellence, teaching our Leads de-escalation techniques and providing more resources to give them more confidence when dealing with concerns.
Guest Relations Core "A" Lead, Stage Scheduler & Lead Trainer
Disneyland Resort
1 2022 - 07.2024
- Managing post production schedule
- Coordinating workloads and managing labor targets
- Ensuring a safe and secure work environment
- Coaching, counseling, training and providing feedback to Cast Members and Leads
- Assisting Leads and Cast Members to resolve work related conflicts, acting as mediator, facilitating communication and dialogue
- Creating solutions and implementing new procedures to improve department operation
- Constant contact with Guests regarding Resort Information
- Handling elevated Guest concerns and enquirers
- Proactively problem-solve, finding appropriate solutions while anticipating expressed and unexpressed needs and wishes of our Guests
- Utilize multiple technology systems and forms of communication while having exceptional verbal, nonverbal, and written communication skills
- Staying calm during complex and fast-paced situations
- Handling different amounts of money and possessing high-level of integrity
- Handling administration and paperwork
- Manage and maintain sensitive and confidential information
General Manager
New House Group LLC
01.2017 - 01.2022
- Group of restaurants general Manager
- Hire, train, supervise and evaluate diverse staff base of 250 individuals
- Ensuring compliance with licensing, hygiene and health and safety legislation/guidelines - Regularly review product quality and research new vendors
- Coaches, counsels, and disciplines employees
- Providing training and daily orientation for managers from 7 locations of franchise
- Schedule staff and coordinate workloads
- Respond to elevated cases of Guests concerns over phone, email or in person
- Effectively managed payroll and timekeeping, including completion of proper paperwork for new hires and terminations
- Handling large amounts of cash
- Implement policies and protocols that will maintain future restaurant operations
- Ensure food and beverage quality, presentation and sanitation to meet exacting standards
- Engage in delivering superior Customer service via floor presence
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Operations Training Specialist & Manager
Outback Steakhouse
01.2010 - 01.2016
- Coordinated logistics and trained new employees for over 20 new locations
- Delivered high-quality classroom instruction using a variety of teaching methods tailored to individual learning styles.
- Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Responding efficiently and accurately to restaurant Customer complaints
- Controlled costs to keep business operating within budget
- Ensuring compliance with licensing, hygiene and health and safety legislation/guidelines
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Promoted a culture of continuous learning within the organization by encouraging employee engagement in training opportunities.
Education
Business And Hospitality Management -
Catholic University of Brasilia - Marista
Brazil 01.2013 - 05.2017
Skills
Customer Service
Decision Making
Organization
Administrative skills
Communication skills
People skills
Collaboration talent
Problem-solving abilities
Guest experiences
Excellent Communication
Timeline
Entertainment Manager, Character Operations
The Walt Disney Company
07.2024 - Current
General Manager
New House Group LLC
01.2017 - 01.2022
Business And Hospitality Management -
Catholic University of Brasilia - Marista
01.2013 - 05.2017
Operations Training Specialist & Manager
Outback Steakhouse
01.2010 - 01.2016
Guest Relations Core "A" Lead, Stage Scheduler & Lead Trainer
Disneyland Resort
1 2022 - 07.2024
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