Josh Hillinger Email & Phone Number

Canada

Ontario, Canada

Toronto, Ontario, Canada

Presidents Club 2024Q2 - 215%YTD - 247%

Toronto, Ontario, Canada

Top performing Canadian Field AE YTD | 259% of Target

As the leader of the department, I successfully provided strategic direction that contributed an annual $3M EBITDA. I effectively managed a team of approximately 50 employees, who were all led by three of my direct reports. Through my leadership, we were able to deliver exceptional customer service and drive a sales-oriented culture through suggestive upselling and providing value to our guests. This resulted in us surpassing budget and sales targets year over year. In addition to focusing on sales and customer service, I also implemented a culture of inclusivity within the team, emphasizing the importance of finding purpose and passion in all aspects of life and work. This helped team members to truly understand the impact of their actions and gestures on the guest experience, resulting in an unparalleled level of service. I also developed and presented quarterly reports to the Board of Directors, highlighting our successes and failures and making recommendations on business direction to aid in their decision-making processes.

As the leader in charge of relations with the Alcohol and Gaming Commission of Ontario (AGCO), I made sure the company was fully compliant and in good standing with all laws and regulations. I also served as the primary point of contact and liaison with the Corporate Landlord, negotiating leasehold improvements and amendments to the lease. In addition, I was the main point of contact with City of Toronto officials, responsible for negotiating the annual patio lease. In 2019, I was successful in negotiating a 5% increase over a new 5-year term, down from the initial proposal of a 40% increase. Additionally, I worked closely with the City of Toronto Heritage department as the key contact during the interior modification process, ensuring that we were granted the necessary approvals and consent to construct on a National Heritage site.

As the leader of the team, I was responsible for developing and managing annual budgets. I also created new experiences for visitors at our historic location and came up with unique programs, promotions, and partnerships to drive topline revenue, constantly looking for ways to innovate and drive year-over-year growth. I sourced and negotiated a retail merchandise program with an average gross profit margin of 35-40%. In addition, I cultivated relationships with Tourism Toronto and achieved a #1 ranking on Trip Advisor for "Things to Do" in Toronto. I also built strategic partnerships with tour operators for brewery experiences, resulting in a 10% annual increase in tour traffic.

In my role as the leader of the Retail Merchandise and Tap Room business, I was responsible for overseeing the day-to-day operations and ensuring that all staff followed SMART serve guidelines and all necessary health and safety measures. I also managed all correspondence and bookings with potential tour guests, working to sell them on group tour experiences for higher revenue.

As a member of a 20-person cast, my main responsibility was to provide the highest level of entertainment to families on vacation. I consistently upheld choreography and director intent/standards during all performances and personally exemplified the Disney Standard of Guest service and Experience.