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