Timothy Gerlach
Davenport,FL
Summary
Hospitality operations leader with a background spanning 8 years in guest services, wardrobe, recreation, and attractions support. Bringing hands-on strength in service recovery, budgeting, and team coordination, using reporting and quality checks to support guest satisfaction, faster issue resolution, and smooth daily operations.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Wardrobe Supervisor
Universal Studios
Orlando, FL
10.2025 - Current
- Led detailed quality assurance inspections to verify garment standards for appearance and durability.
- Developed incentive programs enhancing team engagement and focus on TSAT score growth.
- Partnered with venue contacts to complete venue audits to recover garments from break spaces, resulting in an inventory return of over $12000.
- Monitored inventory status and identified shortages, escalating replenishment needs for timely restocking.
- Resolved guest service issues promptly to minimize disruptions related to inventory.
Assistant Guest Services Manager
Holiday Inn Club Vacations Resort
Kissimmee, FL
10.2023 - 10.2025
- Coordinated daily cross-functional stand-ups with front office, housekeeping, and engineering to align room readiness priorities and resolve same-day operational issues.
- Managed service recovery for complex guest concerns by streamlining resolution workflows, reducing wait times, and improving guest satisfaction.
- Guided 100+ team members in front-desk operations, supporting check-in, check-out, reservations, phone support, and concierge service across a resort with over 2500 rooms.
Recreation Supervisor
Holiday Inn Club Vacations Resort
Kissimmee, FL
11.2022 - 10.2023
- Led 25+ associates across 10 amenities, adapting staffing to occupancy changes and weather conditions to ensure seamless operations.
- Streamlined procurement and inventory practices across multiple budgets, reducing stockouts and supporting guest-ready operations.
- Implemented upsell scripting and display changes in outlets, achieving a sustained increase in per-guest spend.
Attractions Trainer
Walt Disney World
Lake Buena Vista, FL
08.2018 - 11.2022
- Enhanced team readiness by training new cast members on queue safety, load and unload procedures, and guest interaction standards, contributing to improved incident response.
- Ensured high guest service levels through effective wayfinding and proactive safety support in high-traffic attractions.
- Facilitated guest recovery by providing tailored experiences, guidance, and timing tips based on individual guest needs.
Education
Bachelor - International Tourism & Hospitality Management
Saint Leo University
Saint Leo, FL05-2020
Skills
- Garment inventory control (InvoTech)
- Inventory & Vendor Management
- Labor Forecasting / Scheduling (Kronos/UKG)
- Microsoft Suite
- Cost Control
- Guest Experience Enhancement
- Conflict Resolution
- Time Management
Certification
ServSafe Manager | TIPS
Timeline
Wardrobe Supervisor
Universal Studios
10.2025 - Current
Assistant Guest Services Manager
Holiday Inn Club Vacations Resort
10.2023 - 10.2025
Recreation Supervisor
Holiday Inn Club Vacations Resort
11.2022 - 10.2023
Attractions Trainer
Walt Disney World
08.2018 - 11.2022
Bachelor - International Tourism & Hospitality Management
Saint Leo University