Managing the operations of the Guest Services department including hiringneeds, development of the team, managing budget lines, monthly forecasts and attending all appropriate meetings related to the lodge.Monitoring Medallia scores to ensure guest satisfaction and NPS results are in line with company expectations. Actively focussing onEBITDA and P&L Statements ensuring we are meeting our targets and budget.- Directly reporting to the General Manager of the Resort and managing 40-50 ‘pack members’ to ensure their needs are met ina timely manner.- Responsible for accounts averaging $50,000 per month in supplies/labor, as well as CAPEX projects budgeted for the year withcapital plans at over $500,000.- Scheduling the pack members in line with business needs, ensuring fair execution of hours as well as development of the teamprofessionally and personally.- Monitoring NPS Surveys and relay the information to the General Manager and appropriate Department Leaders to ensure weare improving month-to-month and paying attention to key indicators and opportunities for improvement.

➢ Served as the face and voice of the ship with a strong focus on all forms of entertainment. Managed operations of the entertainmentdepartment including product development, programming, quality control, promotions, special events, guest satisfaction, publicrelations, brand communications, and budgets. Oversaw entertainment programs for more than 2MM guests per year. Managedentertainment department staff of four direct reports and 20-50 team members. Reported to the Hotel Director.Within first seven months, raised over $2.5MM for Carnival Cruise Lines of new revenue sources averaging 30% in rebooking. ➢Developed activity programming sensitive to guest demographics and itinerary fluctuations. Scheduled all music, activities, shows, andtelevision content for the ship.➢ Ensured guest entertainment and activities were carefully integrated with all product offerings aboard the ship. ➢ Commanded theattention of audiences as the ship’s Master of Ceremonies, entertaining passengers while providing information on shore excursions,ports of call, entertainment, and nighty activities.➢ Arranged, coordinated and managed daily tour excursions, cocktail hours, nightly entertainment, and activities. ➢Oversaw all aspects of contracted Entertainers and Guest Speakers.

Responsible for increasing the positive experience for park guests and sharing my culture and history of the United Kingdom. ➢Collaborated closely with operating teams to best accommodate guest needs during their experience. Assisted with transportation toand from their resorts, modified dining reservations, and ensured all guests were satisfied and their needs met. ➢ Earned the DisneyHeroes Award, an honor granted to a select few Disney employees worldwide for saving a life or preventing serious injuries.➢ Train the Trainer Award which results in training other Team Members from around the world to enhance overall guest satisfactionand ensure proper understanding of the company values is met and exceeded at all times.