Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Roberto Pulido

Winter garden,FL

Summary

Proactive Business Administration major. Currently attending The University of Arizona, with 15+ years of work experience.

Experienced with managing group dynamics to foster effective learning. Utilizes excellent communication to facilitate understanding and engagement. Track record of creating structured, impactful works environments that achieve desired outcomes while striving to exceed guest expectations on a consistent basis.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Facilitator

Walt Disney Company
08.2023 - Current
  • Built rapport with diverse groups of cast members working multiple lines of businesses by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
  • Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
  • Delivered high-quality training sessions, ensuring participants developed a thorough understanding of consistently delivering high level guest service standards and exceeding guest's expectations at the Walt Disney World resort.
  • Fostered collaborative environment, encouraging open dialogue and shared experiences among participants.
  • Increased participant engagement by incorporating interactive activities and group discussions into sessions.

COORDINATOR

Walt Disney Company
07.2021 - Current
  • Works under Forbes, Michelin, and AAA standards.
  • Improves team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Assist with Leadership team to keep working cast is up to date with training initiatives assigned by the Walt Disney Company.
  • - Works collectively with management to ensure location is prepared for service.
  • - Provides materials essential for operation to working cast.
  • - Record HACCP temperatures for food safety and quality control.
  • Entered data, generated reports, and produced tracking documents.
  • - Manage workplace conflict with employees and guest situations.
  • - Supervises operation with over 20 servers/Hosts along with 4-5 bartenders on a nightly basis.
  • - Works with other departments to ensure guest and location issues have been resolved.
  • - Handles products and equipment in accordance with safety and sanitation guidelines.
  • - Delegated tasks to working cast to optimize productivity.
  • - Closes down both locations and checks for completion of closing sidework.

CUSTOMER SERVICE ASSOCIATE

Publix
10.2018 - 07.2021
  • - Maintained up to date knowledge on store products, payments, and policies.
  • - Assisted customers with store and product complaints.
  • - Cross trained in multiple departments to provide backup when coverage was needed.
  • - Assisted customers with out of stock items.
  • - Stocked and replenished merchandise items for all departments and aisles in the store.
  • - Trained to identify potential shoplifters and alert management staff.
  • - Pursued learning and development opportunities while working at Publix.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

HOST

Walt Disney Company
01.2011 - 11.2017
  • - Greeted and seated guests to assigned tables.
  • - Trained as an Assignor, General Teller, and Location Trainer.
  • - Location trainer for both Liberty tree tavern and Be Our guest restaurant.
  • - Trained cast members that were either newly hired or transferred from other locations on Disney property.
  • - Assignor for Liberty tree tavern restaurant and handled flow of the location plus making sure guest count disparity was even for over 16 servers on a nightly basis.
  • - Opened Be Our Guest restaurant as one of the location trainers and utilized operation guidelines to train cast members and incoming leaders.
  • - Assignor at Be Our Guest and handled flow of location that has 3 separate dining rooms and can seat over 350 guests at a time per seating and made sure guest count was within a reasonable range for 28 different servers.
  • Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
  • Worked during both Quick Service (QSR) and Table service operations (TSR) for Be Our Guest restaurant and was proficient for support roles such as Cashier and Filler Expeditor for QSR and Assignor/General Teller for TSR.


Education

Bachelor's - Business Administration

THE UNIVERSITY OF ARIZONA
Tucson, AZ
08-2026

Skills

  • Fluent in Spanish
  • Multi tasking
  • Point of sale system and Dine time system
  • Active listening
  • Anticipatory of guest/cast needs
  • Microsoft platforms such Word, Excel, Teams, and Powerpoint
  • Strategic planning
  • Facilitation techniques
  • Attention to detail
  • Time management
  • Conflict resolution skills

Accomplishments

  • Used Microsoft office to develop inventory tracking spreadsheets and item movement.
  • Created training sheets for support roles for incoming cast members.
  • Joined the Grand Floridian resort and spa Facilitator team in 2023.
  • Opened Be Our Guest restaurant in 2012.
  • Helped with the reopening of Victoria and Albert's in 2022.
  • Part of the front of house staff that won Michelin's Best Guest service award in 2024.
  • Part of Victoria and Albert's that earned first michelin star in 2024.
  • Part of Victoria and Albert's that successfully retained Michelin star in 2025.

Certification

  • Personal Trainer
  • CPR

Timeline

Facilitator

Walt Disney Company
08.2023 - Current

COORDINATOR

Walt Disney Company
07.2021 - Current

CUSTOMER SERVICE ASSOCIATE

Publix
10.2018 - 07.2021

HOST

Walt Disney Company
01.2011 - 11.2017

Bachelor's - Business Administration

THE UNIVERSITY OF ARIZONA

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