Robert Nagano
Anaheim,CA
Summary
Organized and dependable leader successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Motivating others to reach personal and professional goals while sharing experience and feedback to inspire others to grow. Collaborating with other departments to meet and exceed guest experience expectations while creating service solutions when expectations are not met.
Overview
20
20
years of professional experience
Work History
Guest Relations Working Lead Trainer
Disneyland Resort
03.2009 - Current
- Setting and maintaining operational standards for working lead position
- Influencing new leaders to assist and empower cast member to meet and exceed guest experience expectations
- Inspiring continued growth with new and upcoming leaders
- Motivating newer leads to collaborate with other lines of business to find service solutions to common concerns
Guest Relations Working Lead
Disneyland Resort
01.2007 - Current
- Supporting cast through daily operations, providing necessary tools for them to be successful.
- Guiding cast through difficult situations. Mentoring cast members who are interested in growing and developing.
- Motivating cast members to take extra steps to exceed guests' expectation.
- Maintaining calm demeanor while leading cast members through guest concerns.
- Empowering cast members to make decisions to assist guest with concerns about their park experience
- Collaborate with leads from other lines of business to find service mutually beneficial service solutions
- Supported leadership by participating in team meetings and workshops to identify process improvements and quality measures for new hire and lead training
Guest Relations Host
Disneyland Resort
05.2005 - Current
- Enforced company policies while maintaining cheerful, supportive approach to guests.
- Partnering with other lines of business to enhance guests' overall park experience
- Meet and exceed guests' service expectations in addressing concerns about their day
- Communicating between other lines of business to improve guest's satisfaction and correct error s from re-occurring
Retail Operations Line of Business Facilitator
Disney University, Disneyland Resort
01.2004 - 01.2005
- Set resort safety and operational standards with new cast members
- Set resort expectations and standards of guest service in a retail environment
- Provide understanding of each new cast member's role and overall image and brand of The Disneyland Resort
- Provide and understanding of the line of business and how it relates to others around the resort
Retail Operations OJT Trainer
World Of Disney, Disneyland Resort
09.2003 - 04.2005
- Taught and exemplified location and resort standards
- Inspired others to find creative service solutions in an ever changing environment
- Engaged with management and floor leaders for assessment of employees in training
- Explained role expectations and motivated new cast members to exceed those expectations
Education
Master of Science - Business Analytics
Bellevue University
Bellevue, NE07.2025
Bachelor of Science - Hospitality Management
Bellevue University
Bellevue, NE11.2021
Skills
- Cast Mentor and Development
- Cash Handling Process and Procedures
- Leadership Development
- Training and Documentation Implementation
- Interpersonal Communication Skills
- Providing Feedback
- Develop Training Programs
- Interdepartmental Networking
Timeline
Guest Relations Working Lead Trainer
Disneyland Resort
03.2009 - Current
Guest Relations Working Lead
Disneyland Resort
01.2007 - Current
Guest Relations Host
Disneyland Resort
05.2005 - Current
Retail Operations Line of Business Facilitator
Disney University, Disneyland Resort
01.2004 - 01.2005
Retail Operations OJT Trainer
World Of Disney, Disneyland Resort
09.2003 - 04.2005
Master of Science - Business Analytics
Bellevue University
Bachelor of Science - Hospitality Management
Bellevue University
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