Jennifer Pon Email & Phone Number

Anaheim, California, United States

• Responsible for providing a world class spa experience to Guests by focusing on the Forbes Service Standards to exceed the hotel’s Forbes rating, while encompassing Disney’s Five Keys.• Exhibited the ability to use critical-thinking solutions when rebalancing Guest appointments due to Cast Member call-ins, while monitoring staffing levels to minimize any impact to the Guest experience. • Inspired Cast Members to innovate and deliver new offerings to enhance the Guest experience. • Demonstrated exceptional Guest service to a diverse clientele, including Guest recovery processes and Magical Moments.• Tracked product inventory, managed operating processes, and ordered replenishments.• Prioritized operational needs by creating daily monitoring checklists, action plans, and provided follow through for individuals who required additional guidance and/or training.

Anaheim, Ca

• Responsible for creating and implementing Retail Operations Lead Operating Guide to ensure clear intent with streamlined consistencies against multiple retail locations throughout the Disneyland Resort property.• Demonstrated independent problem solving and decision-making to ensure all daily and quarterly goals were met while maintaining high levels of guest satisfaction. • Managed multiple inbound phone calls including cast members seeking assistance in and outside the area, scheduling needs, guest requests and guest services inquiries. • Increased efficiency of the business by directing cast members to perform specific duties to increase transaction revenue and ensure guest satisfaction.• Led a team of over 60 cast members in daily operational tasks while upholding the standards of the Four Keys.

Bs, Management

Education record