I took a career break to focus on personal growth and development, caregiving for my family, and prioritizing my well-being. This period allowed me to recharge and gain a fresh perspective on my career goals and what I want in life. I reflected on my values, clarified my professional aspirations, and identified the importance of meaningful work that aligns with both my skills and passions through volunteer work and supporting local businesses in Central Florida.

As the Head of Operations, how could you not possibly enjoy and have fun with such a wide reach and creative canvas with an amazing team! My current responsibilities consist of the following:•Manage and oversee all aspects of the operation for attractions (Rides & Resort Experiences) catering towards show quality and guest service standards. Venue portfolio consists of 26 rides, 4 LEGO build experiences, 4 show venues, and 8 non-mechanical play structures.•Manage and oversee all aspects of the operation for Park Presentation & Sustainability for the Dry Park, Water Park, and Peppa Pig Theme Park.•Manage and oversee all aspects of the Admissions department for the Dry Park, Water Park, and Peppa Pig Theme Park. This consists of Guest Services, Parking Logistics/Transportation, Admissions, and Tolls.•Oversee the Park Operations Compliance department for the dry park and Peppa Pig Theme Park catering towards our efficiency, training, health, & safety guidelines.•Manage an annual OPEX budget of $9m+ for Park Operations.•CAPEX project management for Park Operations from creation to delivery.•Budget planning and financial forecasting.•Delivering growth strategies and 5-year business plans for the department.•Oversee 400+ hourly team members in addition to directly leading the Management team of the park.•Oversee the development of over 40 members of varying levels of management. This consists of Managers, Supervisors, Coordinators, and Area Duty Managers.•Strategize how to improve the guest experience through our guest obsession program by analysing flash reports, ride efficiency statistics, downtime reports, and KPI reporting.•Responsible for overseeing the Park Operations Duty Program.•Supports the planning and execution of all marquee events throughout the operating year.•Proven to deliver high performing teams by yielding positive results with bi-annual WWTK and interdepartmental engagement initiatives.

As a Senior Park Presentation & Sustainability Manager, my responsibilities consisted of the following:•Responsible for the operation of Park Presentation & Sustainability consisting of the following divisions: Restrooms, Park Prep, Park Quality, and the Sustainability teams.•Oversee staffing levels and recruitment for the department. Develops proper succession planning to support our day to day operation regarding retention.•Develop, implement, and updates training literature including Standard Operating Procedures and General Operating Procedures to exceed training, health, & safety standards.•Work closely with the PP&S Supervisors to effectively deliver guest satisfaction and make a positive impact with our KPI’s.•Monitor and provides support with managing labor and operating expenses.•Monitor and provides support with satisfying our training and compliance processes.•Accountable for the leadership of the Supervisors, Area Team Leaders, Team Leaders, and Model Citizens which includes training and development, coaching, and performance reviews.•Build sustainability principles for the Resort into short and long term planning.•Develop strategic partnerships with local partners and other stakeholders in the delivery of sustainability strategy.•Identify key performance indicators (KPIs) for the Resort regarding Sustainability.•Set organizational sustainability targets, and develops plans to meet those targets and oversee their delivery.•Develop and implement environmental strategies and action plans, to ensure sustainable development, resource conservation, and waste reduction.

As a Waste & Environmental Manager, my responsibilities included the following:•Oversee LEGOLAND Florida Resort, LEGOLAND Beach Retreat, and Merlin Magic Making Facility’s environmental sustainability program.•Build sustainability principles for the Resort into short and long term planning.•Develop strategic partnerships with local partners and other stakeholders in the delivery of sustainability strategy.•Identify key performance indicators (KPIs) for the Resort regarding Sustainability.•Set organizational sustainability targets, and develops plans to meet those targets and oversee their delivery.•Develop and implement environmental strategies and action plans, to ensure sustainable development, resource conservation, and waste reduction.•Independently managed multiple sustainability projects simultaneously to have an impact with our OPEX costs annually for the Resort.•Promote and raises awareness, at all levels, of the impact of emerging environmental issues.•Plan practical and cost-effective control measures through resource conservation and waste reduction in order to minimize environmental impacts associated with the Resort’s operations.•Identify utility cost saving opportunities on site and bids for central green CAPEX for funding.•Conduct case studies and provides analysis that encourages regular investments in environmental initiatives that will have a positive impact in cost savings and carbon emission reduction objectives.•Act as a liaison and local contact for the Being a Force for Good program for Merlin Entertainment.•Control operating expenses and the labor budget for Waste & Environmental.•Formulate standard operating procedures, develops and executes internal procedures.•Accountable for the leadership team and Model Citizens. This includes training and development, appropriate coaching and counselling practices, recruiting, and personal development plans.•Participate in the Park Duty Manager program

As a Waste & Environmental Supervisor my responsibilities consisted of the following:•Oversee LEGOLAND Florida Resort, LEGOLAND Beach Retreat, and Merlin Magic Making Facility’s environmental sustainability program.•Promote communication of LEGOLAND Florida Resort’s environmental sustainability initiatives regarding resource conservation and waste diversion to our Model Citizens and Guests.•Coordinate sustainability activities for the site to deliver sustainability employees’ engagement.•Plan practical and cost-effective control measures in order to minimize environmental impacts associated with the Resort’s operations.•Conduct case studies and provides analysis that encourages regular investments in environmental initiatives that will have a positive impact in cost savings and carbon emission reduction objectives.•Monitor, review, and processed all emissions data from refrigeration and air conditioning equipment that is listed in our annual carbon reporting.•Monitor, review, and process all environmental expense related initiatives that is listed in our annual carbon reporting.•Collation of utilities data for completing the central carbon template and submission of completed quarterly templates by the agreed deadlines.•Acts as a liaison and works with several vendors to improve LEGOLAND Florida Resort’s environmental performance.•Control operating expenses and the labor budget for Waste & Environmental.•Formulate standard operating procedures, develops and executes internal procedures.•Accountable for the leadership team and Model Citizens. This includes training and development, appropriate coaching and counselling practices, recruiting, and personal development plans.•Participated in the Park Duty Manager program

As a Hotel Front Desk Supervisor, responsibilities included the following:•Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities, and services, local directions, reservations systems, safety and emergency procedures, and familiarity with the dry and water park offerings.•Create and promote an awesome culture through effective employee engagement.•Up-sell rooms where possible to maximize hotel revenue.•Accurately process all cash and credit card transactions by established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.•Routinely check-in/check-out guests, answer phones, take reservations, and assist staff with job functions.•Promote hotel services, facilities, and outlets; provide guests with information such as local entertainment and directions to increase guest satisfaction.•Respond appropriately to guest complaints. Make appropriate service recovery gestures by established guidelines.•Promote teamwork and quality service through daily communication and coordination with other departments.•Accountable for the leadership of the Department’s MCs which includes training and development, coaching, and performance reviews.

The year of 2014 is when I returned back into the theme park industry! Responsibilities included the following:•Responsible for the operation of all park rides and attractions. •Respond to guest concerns and resolving the situation, overseeing opening and closing procedures for venues, and ensuring Model Citizens are following the set procedures for their designated role.•Oversee staffing levels and recruitment for the department. Develops proper succession planning to support our day to day operation regarding retention.•Ensure all departmental safety and ride procedures are consistently adhered to.•Develop, implement, and updated training literature including Standard Operating Procedures, General Operating Procedures, evacuation training and facilitation courses to exceed safety standards.•Facilitate Department Orientations and other attractions specific classes.•Responsible for overseeing the onboarding and training of new Attractions Model Citizens and Attractions Trainers and maintaining compliance post training.•Maintain the cleanliness of the rides to high quality standards.•Monitor and provided support with managing labor and operating expenses.•Accountable for the leadership of the Department’s MCs which includes training and development, coaching, and performance reviews.•Collect, analyze, and reported attraction statistical data over viewing and throughput and capacity and noting any variances.

In the world of Planet Fitness I was responsible for leading a team in a positive, motivating manner with continuous assistance in operational, financial and staff training and development. Essential Duties and Responsibilities included the following: • Ensure the clubs were fully staffed at all times due to a 24 hour operation.• Focused on continuous improvement and development for our employees, shaping a great culture and promoting effective employee engagement.• Drive revenue targets for the clubs within the region in all areas of business.• Work cross functionally with the Planet Fitness Regional and Operations team to execute all initiatives in the field.• Maximize member retention through ensuring high levels of customer service and cleanliness, as well as a variety of innovative and educational programs, continual upgrades of exercise equipment and responsiveness to member needs and suggestions.• Manage the operating expenses of the facilities.• Work with each club to ensure they are delivering the cleanest clubs for our members.• Work with each club to ensure they are educated and actively coaching on policy, brand, and membership knowledge.• Understand the local competition and keep current on changes in the fitness community.

As a Regional Operations Manager I was responsible for all facilities operations for the Central Florida portfolio of accounts. Responsibilities included the following:•Possess deep knowledge of the operation at each site (contract, scope of work, building type, client nuances, local market conditions).•Be responsible for the delivery and execution of all contracted services within the region.•Build long-term sustainable partnerships with the client at each location.•Build strategic opportunities and partnerships focused on new markets within the region.•Consistently travel to and visit each site within the region and participate in frequent, regular onsite meetings with the client.•Effectively address all client related communications in real time with a sense of urgency.•Review financial performance regularly to forecast spend and course correct when necessary•Ensure cost control levers and metrics are in place to proactively monitor overall spend to monthly budget.•Negotiate modifications to compensation or staffing plans based on site specific needs, market conditions and client driven initiatives.•Prepare and develop financial and operational reports weekly and monthly.•Work closely with site managers to develop their operational knowledge and management capabilities.•Develop site specific performance standards and ensure portfolio wide standards are being met•Proactively create consistent and effective operational processes and see them through to implementation.•Ensure each site is conducting formal quality checks and inspections according to plan.•Continuously monitor the overall performance of each site and make appropriate changes to improve performance.•Up-sell additional services and tag jobs above and beyond contractual agreements.•Partner with local and national 3rd party vendors and suppliers for onsite material, supplies and equipment (ordering, pricing, repair, testing out new products).

As a member of the leadership team, I was responsible for providing support/assistance in daily maintaining SEA safety standards and quality standards in assigned areas. Managing personnel and related business affiliated with Rides and Show experiences. Responsibilities included:•Responsible for managing multiple operational outlets within a division. This division consisted of Rides, Shows, and Seasonal Event offerings ranging in entertainments as well as concerts.•Oversee and lead a team of 20+ Team Leaders between Ride and Show venues. Venue portfolio consisted of 10 rides, 5 show venues, and 4 stadiums.•Responsible for labor management, including but not limited to, establishing and maintaining line schedules, authorizing position requisitions, hiring, and ensuring accuracy of ambassadors' payroll records.•Managed performance ensuring appropriate ambassador training, providing formal and informal feedback on performance, and making recommendations related to progressive discipline.•Demonstrate ownership of assigned area through responsibility of facility performance, acting with integrity and professionalism, following through on commitments and making educated decision with a sense of urgency.•Work with Team Leaders in assigned areas to perform opening, operating, and closing procedures exceeding established department standards while leading and enforcing all department and park policies and procedures.•Create an inspiring, collaborative, innovative and results-orientated location environment fostering guest service, job satisfaction, and retention and talent development.•Interact with guest by greeting them and providing excellent world class service in an efficient and courteous manner.

As a member of the leadership team, I was responsible for providing support/assistance in daily maintaining SEA safety standards and quality standards in assigned areas. Managing personnel and related business affiliated with Park Services for the Main Park and Discovery Cove. Responsibilities included:•Responsible for managing multiple operational outlets within a division. This division consisted of Restrooms, Day Projects, Waste/Recycling, and Park Pride.•Oversee and lead a team of 20+ Team Leaders for the whole department. •Responsible for labor management, including but not limited to, establishing and maintaining line schedules, authorizing position requisitions, hiring, and ensuring accuracy of ambassadors' payroll records.•Manage performance ensuring appropriate ambassador training, providing formal and informal feedback on performance, and making recommendations related to progressive discipline.•Demonstrate ownership of assigned area through responsibility of facility performance, acting with integrity and professionalism, following through on commitments and making educated decision with a sense of urgency.•Work with Team Leaders in assigned areas to perform opening, operating, and closing procedures exceeding established department standards while leading and enforcing all department and park policies and procedures.•Create an inspiring, collaborative, innovative and results-orientated location environment fostering guest service, job satisfaction, and retention and talent development.•Interact with guest by greeting them and providing excellent world class service in an efficient and courteous manner.•Responsible for gauging the quality assurance of all venues throughout the park. Coordinated the scheduling of various cleaning schematics through restorative practices such as pressure washing and other janitorial practices.•Responsible for managing the park's sustainability program with waste and recycling facilitation.

During the Anheuser-Busch era the world of unique fun was at your finger tips at the Hospitality Center and it was never a dull moment! Responsibilities included:•Responsible for leading a team with delivering world class service towards the guest experience.•Familiarized myself and develop a wealth of knowledge of wide array of best selling and promotional products affiliated with Anheuser-Busch.•Maintained the coolers utilizing a FIFO system with all beverage products.•Maintained a great partnership with City Beverages to yield efficient results with our beer ordering processes.•Provided support to the Beer School and Brewmaster's Club with maintaining product offerings.•Responsible for sampling and quality assurance of all product. •Facilitated proactive maintenance and upkeep of all taps and lines.•Maintained the product ordering system for all product offerings for the Hospitality Center.

As a member of the leadership team, I was responsible for providing support/assistance in daily maintaining SEA safety standards and quality standards in assigned areas. Responsibilities included:•Responsible for managing the assigned ride venues in the area.•Responsible for labor management, including but not limited to, establishing and maintaining line schedules, authorizing position requisitions, hiring, and ensuring accuracy of ambassadors' payroll records.•Manage performance ensuring appropriate ambassador training, providing formal and informal feedback on performance, and making recommendations related to progressive discipline.•Demonstrate ownership of assigned area through responsibility of facility performance, acting with integrity and professionalism, following through on commitments and making educated decision with a sense of urgency.•Perform opening, operating, and closing procedures exceeding established department standards while leading and enforcing all department and park policies and procedures.•Create an inspiring, collaborative, innovative and results-orientated location environment fostering guest service, job satisfaction, and retention and talent development.•Interact with guest by greeting them and providing excellent world class service in an efficient and courteous manner.

This was my very first job! As a proud representative as a Host in Sea World Orlando, responsibilities included the following:As a member of the leadership team, I was responsible for providing support/assistance in daily maintaining SEA safety standards and quality standards in assigned areas. Managing personnel and related business affiliated with Park Services for the Main Park and Discovery Cove. Responsibilities included:•Responsible for delivering world class service standards to our guests.•Maintained and catered to the quality assurance surrounding the Hospitality Center.•Participated and was one of the On the Job Trainers for this particular venue.