- Orchestrate the facility management and comprehensive janitorial maintenance within the 20,000 seat capacity Amway Center Arena, home of the NBA’s Orlando Magic, and within Camping World’s 70,000 seat capacity stadium.- Coordinate schedules for up to 150 personnel per event to support the daily budgets provided by clients.- Supervise the deployment of all staff during event day check in while ensuring all required credentials are distributed.- Interact with clients and partners to establish effective lines of communication and ascertain all requirements are addressed.- Proactively conduct quality control inspections within venues of up to 875,000 square feet.- Monitor staff’s functions and activities during high profile events for the NBA, NCAA, ECHL, and AMA Supercross.

- Provided operational direction for up to 300 employees at a 2,081-room property to deliver excellent guest service, financial profitability, and operational excellence. - Monitored and developed team member performance which increased Guest Satisfaction KPI (Key Performance Indicators) scores by 5%. - Assisted the General Manager with resolving guest complaints and operational issues to protect assets and ensure principles were upheld. - Tested evacuation plans and drills to ensure emergency preparedness. - Instrumental in coordinating property-wide projects including rejuvenating 1,260 rooms, 18 buildings, roadways, and parking lots.- Partnered with Engineering, Transportation, Front Office, and Recreation to complete an urgent repaving project in 48 hours with minimal impact on resort transportation and guest experience. - Created a new form of communication with Microsoft OneNote on Teams that improved inter-department communication and increased operational efficiency. - Enhanced the experience for participants in the Disney Internships and Programs as a Disney Programs Champion.

Front Desk Service Adviser Manager 2016-2018 – I was the manager directly overseeing the Front Desk supervisors throughout my time at Disney’s All-Star Movies resort. On average, our location had at least 10 supervisors, and it was my role to coach and empower the FSA team in order to improve their performance and that of the operation. During my time as the FSA Manager, our team improved on KPIs, such as Staff and Arrival experiences, by up to 15%.- Trained and directed 80 frontline employees according to company directives and core values.- Provided professional development opportunities and advised managers across the organization regarding issues with housekeeping, custodial, food & beverage, and merchandise. - Improved check-in processes by 10% for the 1,920-room hotel enabling the team to reach its guest experience and check-in score goal for six consecutive months. - Partnered with the Resort Duty Team, Reedy Creek Emergency Services, and Osceola County Sherriff’s Office to ensure proper emergency response.- Ensured adherence to OSHA guidelines and reduced OSHA recordable incidents by 75%.- Selected by the executive committee to work with PR, Promotional Media, and Sales Partners at the Toy Story Land grand opening at Hollywood Studios on behalf of the resort.

- Provided professional development, empowerment, mentoring, and support to a 135-person team for the delivery of outstanding guest shopping and dining experiences.- Improved and adapted operational procedures for the 1,920-room resort to guarantee continuous positive guest interactions and ensure performance excellence.- Initiated Total Quality Management Projects to address operational opportunities in the retail store.- Rolled out incentive programs that turned an underperforming retail location into one that consistently met transaction goals.- Built relationships with resort partners to ensure the realization of global initiatives.- Increased the Food & Beverage check average by 10% by inventing new menu items eligible for the consumer dining plans.- Collaborated with third-party vendors to ensure company standards were upheld.