Resolves time sensitive Guest opportunities while maintaining brand standards between two award winning theme parks to enhance Guest experience Utilizes Salesforce to log and track over 100 Guest feedback and recovery inquiries per day for leadership analysis and follow upActs as a one-stop shop for Universal Orlando Resort Guests, including providing local information, ticket upgrades, ADA accommodation information, hotel and restaurant reservations, pandemic specific challenges, and… Show more Resolves time sensitive Guest opportunities while maintaining brand standards between two award winning theme parks to enhance Guest experience Utilizes Salesforce to log and track over 100 Guest feedback and recovery inquiries per day for leadership analysis and follow upActs as a one-stop shop for Universal Orlando Resort Guests, including providing local information, ticket upgrades, ADA accommodation information, hotel and restaurant reservations, pandemic specific challenges, and other guest needs Show less

Lead and inspired s a team of 100 VIP Tour Guides, utilizing KRONOS to manage labor resources to support the VIP Experience Exclusive and Non-Exclusive, Halloween Horror Nights RIP Tours, and Behind The Screams, Unmasking The Horrors, and Universal’s Holiday Tour Marquee Event ToursSupported The VIP Experience by supervising check-ins of over 200 Guests daily, creating dining reservations for Guests, securing Entertainment offerings, and welcoming the VIP Guides back post tour… Show more Lead and inspired s a team of 100 VIP Tour Guides, utilizing KRONOS to manage labor resources to support the VIP Experience Exclusive and Non-Exclusive, Halloween Horror Nights RIP Tours, and Behind The Screams, Unmasking The Horrors, and Universal’s Holiday Tour Marquee Event ToursSupported The VIP Experience by supervising check-ins of over 200 Guests daily, creating dining reservations for Guests, securing Entertainment offerings, and welcoming the VIP Guides back post tour Cultivated relationships with Food & Beverage, Entertainment, Attractions, and Merchandise partners resort wide to ensure an exceptional tourIssued Senior feedback and ensured follow-ups are performed in a timely to ensure all Universal Orlando Resort team member competencies and Environmental, Health & Safety guidelines were met and exceededSpearheaded a new recognition program that resulted in over 100 positive Guest comments and Senior Observations in two month period Show less

Acted as a personal concierge to affluent and celebrity guests, from their destination arrival to their departure from the 900+ room resortPartnered with resort executive team, meeting and event planners, and front office department to ensure seamless VIP experience for corporate and leisure VIP guestsCreated revenue generating VIP experiences and products, generating $4,000 revenue YTD’22Created and maintained a new VIP log to track VIP arrivals, improve guest satisfaction scores… Show more Acted as a personal concierge to affluent and celebrity guests, from their destination arrival to their departure from the 900+ room resortPartnered with resort executive team, meeting and event planners, and front office department to ensure seamless VIP experience for corporate and leisure VIP guestsCreated revenue generating VIP experiences and products, generating $4,000 revenue YTD’22Created and maintained a new VIP log to track VIP arrivals, improve guest satisfaction scores, and provide seamless service between all departments Show less

•Supervised True Waldorf Service and VIP guest trip itineraries, arrivals, and departures at a 500+ room luxury brand resort.• Acted as a first impression of the Forbes rated resort by contacting guests pre arrival to ascertain guest’s arrival needs• Rebranded the Guest Recognition department by creating new amenities, activation events, and revenue generating room upgrades and enhancements• Led, managed, and trained a team of three VIP Concierge hosts and supervised twelve lobby… Show more •Supervised True Waldorf Service and VIP guest trip itineraries, arrivals, and departures at a 500+ room luxury brand resort.• Acted as a first impression of the Forbes rated resort by contacting guests pre arrival to ascertain guest’s arrival needs• Rebranded the Guest Recognition department by creating new amenities, activation events, and revenue generating room upgrades and enhancements• Led, managed, and trained a team of three VIP Concierge hosts and supervised twelve lobby conciergePersonally increased revenue by over $40,000 (‘19 YTD) by offering appropriate upsells and creating enhancement packages• Displayed mastery and facilitated training of various software platforms such as GoConcierge, OpenTable - Concierge, OpenTable - Guest Center, Medallia, OnQ, HotSOS, and TWS Enage• Acted as department trainer for a concierge team of twelve team members• Maintained SALT Review scores at an average overall concierge score of 80% and receiving over 10 positive SALT comments and TripAdvisor reviews (FY '18)• March 2018 - Team Member of the Month•Forbes Travel 5-Star Trained• Toys for Tots Seasonal Champion - Coordinated department wide Toys for Tots financial and in-kind donations, totaling over $2,000 Show less

• Utilized LILO to check-in, book, and modify resort reservations for over 800 campsites and 350 cabins and guest golf carts• Created recreation, dining, dinner show, and other theme park experiences for guests using A La Carte• Showed mastery of CastApps in order to troubleshoot, solve, and provide guest service recovery involving MyDisneyExperience challenges• Used discovery questions to solve for yes and match guests with their right fit ticket

Food and Beverage Hostess at Flame Tree Barbecue within Disney's Animal Kingdom Theme Park-Consistently adhering to brand standards for food quality and safety, as well as sanitation regulations.-Interacting with over 100 guests daily in a theme park food and beverage setting-Using property wide point-of-sale system to take guests orders, handling cash, credit card, voucher, and MagicBand transactions -Partnering with culinary and leadership team to assist guests with specific… Show more Food and Beverage Hostess at Flame Tree Barbecue within Disney's Animal Kingdom Theme Park-Consistently adhering to brand standards for food quality and safety, as well as sanitation regulations.-Interacting with over 100 guests daily in a theme park food and beverage setting-Using property wide point-of-sale system to take guests orders, handling cash, credit card, voucher, and MagicBand transactions -Partnering with culinary and leadership team to assist guests with specific dietary concerns/restrictions Show less

•​Assisted with the hiring and recruitment process of over 40 new disaster case managers by reviewing resumes and scheduling interviews for the executive director• Day-of event assistant coordinator for annual fundraising gala in Red Bank, NJ, raising over $2,000 in donations and ticket sales (2015)• Managed 3 social media accounts, raising followers by 5% on outlets such as Instagram and Twitter

-Qualified over 750 sales leads from incoming telephone calls and emails to support a variety of Disney group markets, such as Disney’s Fairy Tale Weddings, Disney Youth Programs, Disney Group Getaways, Disney Meetings, Disney Institute, and Disney Catered Celebrations and Events.-Utilizing computer software such as Siebel and Microsoft Office to create sale lead opportunities-Using The Four Key Basics to exceed guest satisfaction

- Facilitated character interactions in all four Walt Disney World theme parks, 3 resorts, Downtown Disney, and during special events while effectively representing the Four Keys Basics- Maintained brand standard guest service to a nearly 2,000 guests per day by performing guest recovery techniques to ensure Disney quality satisfaction at all times- Ensuring safety of performers and guests, as well as initiating punctual show elements and safeguarding character and Company integrity

- Delivered world renowned Disney guest service to create “the best 30 minutes of a child’s day” and elevate the overall retail experience- Specialized in in-store events, including organization, speaking and performing in front of groups of at least 20 guests, impromptu entertainment, and set-up/breakdown of event materials in a timely manner- Handled large cash, credit, ticket sale, and gift card transactions, showing mastery of Disney Store’s point-of-sales technology and executing… Show more - Delivered world renowned Disney guest service to create “the best 30 minutes of a child’s day” and elevate the overall retail experience- Specialized in in-store events, including organization, speaking and performing in front of groups of at least 20 guests, impromptu entertainment, and set-up/breakdown of event materials in a timely manner- Handled large cash, credit, ticket sale, and gift card transactions, showing mastery of Disney Store’s point-of-sales technology and executing nearly 200 transactions a day.- Built relationships with both internal and external guests of all elements, including creating magic moments through retail experiences, creating a cast friendly merchandise release calendar, and implementing a cast recognition program within the store Show less

- Lead, managed, assisted, and trained a team of four seasonal cast members during the peak holiday season- Facilitated opening and closing procedures, including having keys and safe access, and performing at least 3 for large cash deposits a day.