Ryan P. Bicknell
Minneola,FL
Summary
Experienced with operational management, staff supervision, and customer service excellence. Utilizes strong interpersonal skills and strategic thinking to ensure smooth daily operations. Track record of effective problem-solving and maintaining high standards in dynamic settings.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Resort Duty Manager
Walt Disney World Resort/ Travel Team
03.2016 - Current
- Essential Caretaker- A selected individual who preserves and protects the Disney brand and its assets through active observation, communication and resolution of challenges as they originate
- NBA Resort- selected as a leader to be part of this immersive experience during the NBA bubble
- Liaison for NBA security/personnel
- Created a culture between NBA security/ Disney security/ Resort Operations to ensure a well-balanced experience for all
- During this time I also assisted with Front Desk operations
- Support the General Manager by being committed to drive Guest results and turn losses into wins
- Thought partners for our lines of business through our Medallia and GM letters
- Resort liaison for our Security team, providing weekly updates via a newsletter to ensure our teams are set-up for success
- Served as the main point of contact for all major Guest and Cast situations to ensure property emergency response procedures are followed and the link between internal and external partners (Disney Security, Public Relations, Media Relations, local law enforcement and the fire/rescue department)
- Re-structured our evacuation plans while working with each line of business
- Strategic thinking partner for our line of business’s when new initiatives roll out
- Mano a Mano Mentor- selected as mentor for the inaugural program having an hourly cast member to guide them on their leadership journey by meeting bi-weekly
- Restructure our Daily recap to streamline and ensure consistency across all resorts
- Run Disney- Assisted in the EOC by being the Liaison between event operations and Resorts
- Worked on several streamlining projects to assist with our consistency amongst the Duty Organization
- Facilitator for our Duty Core classes/ Conversations with Today's Guest
Custodial Guest Service Manager
Disney’s Port Orleans Resorts
08.2015 - 03.2016
- Responsible for the safety and show of our pargo transportation
- Held monthly conversations with my homeroom Custodial Cast Members
- Worked with line of business to streamline our checklist process
- Partnered with peers and all line of business to provide Guests with exemplary lodging experiences
- Collaborated with Housekeeping to manage our late service calls
Recreation Guest Service Manager
Disney’s Contemporary and Bay Lake Resorts
03.2014 - 08.2015
- Scheduling and labor liaison for the Recreation department
- Partnered with line of business to publish an operational guideline and checklists for our new rescue boat
- Oversaw the safety and show of the Fitness Center
- Streamlined a new process for Coordinators to be more efficient with paperwork
- Directly responsible for leadership and development of College Program participants, backstage tours, Cast activities
- Supported the Touch To Pay and Touch To Identify devices for our area
- Supported over a 100 Cast Members who were responsible for the safety and show of our pools and activities throughout the Resort
- Responsible for the Show and Quality of our beaches and chairs
Custodial Guest Service Manager
Disney’s Pop Century, Art of Animation Resorts
01.2014 - 03.2014
- Attended developmental leadership classes to reinforce skills in preparation for leadership assignments in a Resort operations area
- Engaged in written and classroom assignments to further develop leadership tactics through role play and sharing on-the-job experiences
- Applied knowledge learned in the classroom to Custodial/Duty operations through in-costume training, leader shadows and weekly meeting with the Area Custodial leader
- Partnered with peers and Front Desk Operations to provide Guests with exemplary lodging experience
Education
Bachelor’s - Business Administration
DeVry University
Skills
- Service excellence
- Service-oriented approach
- Strong organizational skills in managing time
- Staff training and development
- Proficient in customer interactions
- Interpersonal connection development
- Operational management
- Inspiring leadership
Certification
CPR Certified
Timeline
Resort Duty Manager
Walt Disney World Resort/ Travel Team
03.2016 - Current
Custodial Guest Service Manager
Disney’s Port Orleans Resorts
08.2015 - 03.2016
Recreation Guest Service Manager
Disney’s Contemporary and Bay Lake Resorts
03.2014 - 08.2015
Custodial Guest Service Manager
Disney’s Pop Century, Art of Animation Resorts
01.2014 - 03.2014
Bachelor’s - Business Administration
DeVry University
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