Rand T. Collins
Arlington
Summary
Customer experience and special events professional with 20+ years of expertise building and leading diverse teams in challenging and fast-paced environments. Known for always leading with integrity, foster an employee culture of passionate engagement, and inspiring stakeholders to collaborate with a customer-first mentality.
Overview
23
23
years of professional experience
Work History
Senior Terminal Experience Manager
DFW INTERNATIONAL AIRPORT
Irving, TX
05.2024 - Current
- Drive CX and Stakeholder alignment with DFW standards, Board policies, and daily strategic adjustments across multiple terminals, mitigating safety and show concerns in service of the customer experience
- Represent the Airport at community events, lead professional development meetings and organize annual Signature Events as the PRIDE ERG President
- Lead a team of 30+ front line and management level professionals to provide a safe and frictionless experience for our passengers, federal partners, airline employees, and contracted custodial teams within a 24/7 operation
Terminal Experience Manager
DFW INTERNATIONAL AIRPORT
Irving, TX
09.2022 - 05.2024
- Mentor and guide team of CX Specialists and Supervisors to enhance customer experiences and improve operational efficiency in high paced and operationally complex Terminal environment
Director of VIP Services & Guest Experience (PT)
NEWPORT BEACH FILM FESTIVAL
Newport Beach, CA
04.2003 - 10.2022
- Created a seamless festival experience for VIP guests and talent through detailed logistics planning, communication strategies, and heavy focus on security and discretion
- Directed the strategic planning and execution of several industry including perimeter security plans, check-in process, seat plotting, and training of VIP handlers
- Partnered with agencies and studios to organize year-round showcases including film music concerts, industry seminars, Disney animation showcases and special screenings
Game Day Manager (PT)
LEGENDS HOSPITALITY | DALLAS COWBOYS
Arlington, TX
05.2021 - 08.2022
- Provide world-class fan experience during small and large scale events through meticulous planning and consistent cross-departmental communication.
Digital Account Executive
FEDEX SERVICES
Plano, TX
03.2021 - 08.2022
- Developed and maintained consultative client relationships across small and medium size businesses, driving increased customer satisfaction and retention
Front of House Manager
BOTTLE LOGIC BREWING
Anaheim, CA
03.2017 - 12.2020
- Developed and implemented building-wide safety and logistics strategy for high volume, multi-day events, including emergency planning, queuing strategies, and workload management
- Coached and mentored team to exceed revenue targets and serve as brand ambassadors
Security Manager
DISNEYLAND RESORT
Anaheim, CA
04.2013 - 08.2018
- Coordinated and led the complex and highly scrutinized 24-hour operation of Disneyland Resort Security & Special Services including the direct leadership of 100+ officers
- Built strong partnership with local Police, Fire, and first responders for the City of Anaheim and handled escalations with discretion and confidentiality
Task Force Manager
SHANGHAI DISNEYLAND
Shanghai, China
12.2015 - 07.2016
- Assisted in the creation and implementation of Security Operating Guidelines for the Shanghai Resort, including entry processes, lockdown and park clearing procedures, as well as Park Leadership response & development
- Served as the liaison between Park Security and Chinese Government to ensure safe and secure opening day events for attending government officials, executives, and celebrities
Manager, Custodial Guest Services
DISNEYLAND RESORT
Anaheim, CA
01.2010 - 01.2013
- Responsible for the leadership and direction of 300 custodial employees, including new-hire onboarding, training, and one-on-ones while ensuring park cleanliness standards were met
Education
Certified Member (CM) -
American Association of Airport Executives (AAAE)
DFW International Airport05-2024
Associate of Arts Degree - Film and Television Production
Orange Coast College
Costa Mesa, CA06-2004
Skills
- Customer Experience Strategy
- Security Management
- Crowd Control
- Special Event Management
- Cross-Functional Teamwork
- Leadership & Mentoring
- Theme Park Operations
- Aviation
- F&B Front of House
Websites
Timeline
Senior Terminal Experience Manager
DFW INTERNATIONAL AIRPORT
05.2024 - Current
Terminal Experience Manager
DFW INTERNATIONAL AIRPORT
09.2022 - 05.2024
Game Day Manager (PT)
LEGENDS HOSPITALITY | DALLAS COWBOYS
05.2021 - 08.2022
Digital Account Executive
FEDEX SERVICES
03.2021 - 08.2022
Front of House Manager
BOTTLE LOGIC BREWING
03.2017 - 12.2020
Task Force Manager
SHANGHAI DISNEYLAND
12.2015 - 07.2016
Security Manager
DISNEYLAND RESORT
04.2013 - 08.2018
Manager, Custodial Guest Services
DISNEYLAND RESORT
01.2010 - 01.2013
Director of VIP Services & Guest Experience (PT)
NEWPORT BEACH FILM FESTIVAL
04.2003 - 10.2022
Certified Member (CM) -
American Association of Airport Executives (AAAE)
Associate of Arts Degree - Film and Television Production
Orange Coast College