Shirvel Landford
Waianae,HI
Summary
Highly-motivated individual who is currently a Guest Service Manager with over a decade experience in providing exceptional Guest and Member service within the Walt Disney Company. A cast-centric (employee-centric) candidate dedicated to leading by promoting an engaged and empowered work culture.
Overview
12
12
years of professional experience
Work History
Front Office Guest Service Manager
Aulani, A Disney Resort & Spa
06.2022 - Current
- Effectively communicate expectations and responsibilities to Front Office Cast Members which includes, front desk agent, phone operator, concierge, bellman, valet, dispatch, VIP coordinator, groups assistant, room inventory assignor, FD runner and FD lead.
- Drive and maintain a friendly, sincere and safety focused service culture through consistent performance coaching and team development.
- Plan and hold individual cast member meetings, meetings with other lines of business, round tables and town halls.
- Ensure smooth communication and relationships with partnering lines of business such as Housekeeping, Recreation, Custodial and Engineering.
- Seek creative ways to maximize productivity while sustaining excellent service quality.
- Ensures that Guest service recovery for inconvenience and compensation given balance service goals and business goals.
- Support Training and Development.
- Interview and recommend potential candidates to the Front office Manager for open roles in the Front Office.
- Plan and execute Meetings and Cast Initiatives.
- Review guest (customer) feedback such as Medallia and Intra Stay, use feedback as a constructive tool to meet guest service scores.
- Create, initiate and execute new programs and procedures in alignment with guest service expectations.
- Implemented successful strategies to increase customer satisfaction.
Front Desk Lead
Aulani, A Disney Resort and Spa
06.2016 - 06.2022
- Provide Cast (employee) support in areas such as Front Desk, Concierge, Group Arrival operations.
- Complete end-of-day reporting and balanced registers to maintain financial accuracy.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- Recognize Cast opportunities of growth and share immediate feedback in a constructive manner.
- Build strong relationships with business partners to ensure smooth communication and partnership with any operational or guest concerns.
- Model company vision and mission such as the 5 Disney Keys and Aulani Values.
- Be the first responder to Guests with concerns for all areas of the Resort and ensure adequate and satisfactory resolutions.
- Ensure proper communication via Email, phone conversations, in-person meetings are done concisely and effectively.
- Identified areas in need of improvement and implemented solutions.
Front Desk Agent
Aualni, A Disney Resort And Spa
05.2012 - 06.2016
- Welcomed each new arrival pleasantly and confirmed reservations and identification to company service and security standards.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Proficiently used the multiple programs needed to perform duties such as check ins and inquiries.
Education
High School Diploma -
Waianae High School
Waianae, HI05.2007
Skills
- Exceptional Guest Service
- Ability to create and execute trainings and meetings using programs such as Power Point and relevant programs
- Team Management and the ability to lead discussions
- Communication skills with all lines of businesses, guests and affiliated partners
- Supervision & Leadership
- Proficiencies in programs such Excel, Canva, Powerpoint, etc
- Staff Training
- Ability to grasp new concepts quickly
- Adaptability in diverse situations
Relevant Mentions
A list of programs/ committees outside of job responsibilities highlighting the passion for development within the Walt Disney Company and Aulani Resort.
- Traditions Facilitator- Facilitate and manage new cast members in this first day onboarding experience. Ensure the
communication of pertinent Disney information while delivering the message of the 5 Keys and Guest Service
Expectation. - Kulia I Ka Nu'u Point of Contact/ Manager- Continue the cast to cast recognition program within the Front Office to
promote a positive work environment while celebrating the excellent Guest Service work of fellow Cast Members.
Manage the committee and it's members to execute new initiatives relevant to the integrity of the committee's goal. - Recognition Committee Member
- Native Hawaiian Infinity BERG Member
Timeline
Front Office Guest Service Manager
Aulani, A Disney Resort & Spa
06.2022 - Current
Front Desk Lead
Aulani, A Disney Resort and Spa
06.2016 - 06.2022
Front Desk Agent
Aualni, A Disney Resort And Spa
05.2012 - 06.2016
High School Diploma -
Waianae High School
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