💡 Vic Martinez Email and Phone Number

I'm committed to helping my clients drive sales, control costs, and improve customer experience by integrating cutting-edge cloud-based, hospitality-focused technology. Utilizing my expertise and background in hospitality, operations, and guest experience management, I help business owners and managers better operate, engage with, and manage their companies.

• Led 40 retail employees and 4 supervisors while managing store operations at Hard Rock’s largest and highest volume location worldwide, the Hard Rock Café® Orlando and Hard Rock Hotel® ($50M annually).• Spearheaded recognition programs such as Rockstar of the Month, Standing Ovation awards, and Encore Card certificates, to enhance team experience, maximize guest service and increase bottom-line revenue.• Enhanced direct guest experience and “second impression” by leading in-house Customer Care team; awarded honor from CEO for going above and beyond to repair relationships and representing brand.

• Partnered with peers to lead 600 employees and manage total store operations at the World of Disney®, Disney’s largest and highest volume retail location worldwide with revenue over $149M annually. • Partnered with peers to lead 300 employees and manage total store operations at the Emporium®, that saw 30% of all traffic in Magic Kingdom® Park, Disney's flagship theme park ($85M annually).• Modeled, actively taught, engaged, and reinforced the behavior associated with Disney Standards of Guest Service across two properties and four different teams in big box and specialty shops that include candy production, mobile merchandising, high-end art, concept retail, and year-round holiday retail.• Responsible for safety, cast and guest engagement, labor, sales, loss prevention, product merchandising and logistics, employee development and world-class service.>PROJECT MANAGEMENT & EXECUTIONSelected by property Merchandise Director to design and implement new business analytic platform. Project was successfully completed in collaboration with 13 external departments - resulting in project we created fully adapted by entire line of business at The Walt Disney World Resort®.>TALENT PLANNING & DEVELOPMENTPartnered with Casting team to facilitate secondary interviews for specialized roles in unique retail concept shops and supervisory positions. Selected, coordinated training, and led new team members in delivering world-class service and exceed local goals.

The Emerging Leaders Program for Operations• Hand selected to participate in role development training consisting of line of business classes, in-costume training, and peer shadows in the Walt Disney Company's flagship theme park throughout the duration of the program. Program is divided by 60% on-the-job development aligned with 40% in classroom sessions. • Successfully completed all required leadership, soft-skill, and technical classes along with the Cornerstone Series, which connects the concepts and content learned throughout the program with behaviors that uphold the Disney Leader Basics.

• Operational Trainer for all 55 individual retail locations at Epcot® including specialty shops: Art of Disney, Kodak’s ImageWorks, Hotel Delivery and Mobility Operations.• Participated in rollout of the Four Keys Basics through one-on-one training and facilitation of classes.• Continually assisted with new hire on-boarding, on-the-job, regulatory and continual training for 4000+ cast members, trainers, and leaders of Merchandise, Food & Beverage, and Park Event Operations.

• Actively participated and collaborated as member of various task force groups to ensure success of planning, setup, breakdown, launch, and daily operation of high volume signature events.• Directed Cast Members and third party volunteers daily; regarding goals, tasks, inventory levels, housekeeping, shift priorities, the Four Keys Basics of Disney Service and our vision of Retail as Theater.• Coordinated and partnered with direct Leadership and local merchandise teams to maximize labor allocations utilizing local systems and processes to increase efficiency and communication.>SIGNATURE & HARD TICKET EVENT OPERATION2013/2012 WDW® Marathon Weekend - RunDisney2012 Disney•Pixar's Brave - The Highland Games Tournament!2012/2011 Star Wars™ Weekends2012/2011 Disney's Princess Half Marathon Weekend - RunDisney2012 National Cheerleading & Dance Competitions - DisneyYouth 2012/2011/2010 Night of Joy!2012/2011/2010 Epcot® International Flower & Garden Festival2011/2010 Epcot® International Food & Wine Festival

Holiday Brewers Collection Presented By Radeberger Gruppe• Tasked with leading the success of a pop-up synergy opportunity between Disney and Radeberger Gruppe by setting up operational processes in 7 days, training team of merchandise cast members in food & beverage procedures, and managing the daily operation; resulting in $250k in 6 weeks.• Partnered, collaborated and delivered communication within Merchandise Operations and cultivated relationships with teams such as Business Development, Park Event Operations and Food & Beverage.

• Displayed outstanding Guest Service daily utilizing the Disney Four Keys Basics, and Magical Moments.• Directed Cast Members regarding shift priorities, positions, stock, tasks, and goals.• Participated in the roll-out of Merchandise Learning Journey program. • Assisted in planning, setup, breakdown, and execution of Diversity events and team activities.

• Participated in the planning and execution of events, including Bright House Networks' Festival Calle Orange.• Worked 1-on-1 with radio station's listeners, contest winners, VIP guests, and talent (local and mainstream).• Updated web and social media with relevant and exciting content.• Assisted in research of relevant events, trends, and musical preferences of the market.• Executed day to day radio station operations, including setup/storage of equipment, creating promotional materials, general office duties, etc.