Patrick Covell Email & Phone Number

West Chester, Pa

Disney'S Yacht And Beach Club Resort

I was a Front Office Leader at Disney's Yacht and Beach Club Resort, which is a 1,500 room AAA Four Diamond Resort at Walt Disney World. The Front Office team consisted of several departments and over 200 unionized and non-union Cast Members(Employees). As part of the Resorts Leadership team I was expected to maintain the highest levels of professionalism and courtesy to both the Guests of the Resort and the Cast Members. I continuously trained and mentored our Cast Members through meaningful and timely feedback and coaching, with excellent Guest Service as our main focus. I also was responsible for various administrative tasks for my direct reports, such as processing payroll, assisting with benefits, time off requests, and performing any disciplinary tasks as necessary.I directly worked with high profile Guests, VIPs, as well as Celebrities, serving as a point of contact during their stay. I partnered with various departments around the Walt Disney World resort to meet their needs often at the last minute. I championed the Cast Recognition team by giving local recognition or planning larger events for up to 200 Cast Members. I also occasionally served as Property Duty Manager, by responding to emergency situations and diffusing difficult interactions all while keeping the safety of my Guests and Cast Members the priority.

Disney'S Fort Wilderness Resort And Campground

I was accepted into a highly competitive and selective Internship Program with the Walt Disney Company. I received extensive training in all aspects of leadership, both in a classroom setting, and on the job. I was able to really focus on building relationships and developing myself into a better Cast Member and a person overall. Because I was successful during my internship I was able to be immediately placed full-time after it concluded.

During my time at Bed Bath and Beyond I was able to use use my passion for helping others by providing excellent customer service, whether it be answering general questions, or locating particular items in-store and online. Also assisted with restocking of the sales floor, and various merchandising tasks assigned by store leaders.

During my time at the Holiday Inn Express in Exton I started working as a Front Desk Clerk. My experience at the Walt Disney World Resort was invaluable, and almost immediately I was a leader among my peers. I was responsible for all aspects of a Guests stay from making reservations over the phone, processing their check-in, assisting them during their stay, processing their check-out and taking payments, as well as assisting with any post departure questions.After working with my direct Leader we identified a need for a separate Leader for the Conference Rooms and Breakfast Bar. We brought the idea up to the General Manager who approved the new position and I took responsibility of it. While managing the Breakfast Bar I was responsible for scheduling of the front office, ordering of supplies and food, as well as ensuring we stayed at or under food budget. I also identified seasonal trends in the Guest demographics and changed food orders accordingly, as well as fielding Guest feedback directly and implementing best practices based on that feedback. I also coordinated with the sales department to ensure the conference rooms were set up according to client needs.

Disney'S Saratoga Springs Resort And Spa/Disney'S Old Key West Resort

I was trained in all aspects of the Guest arrival experience at both resorts. I started off as a Bell Captain, and was able to develop skills answering multi-line telephones, prioritizing tasks in a fast paced environment, all while providing the legendary Disney Guest Service. I received the departmental Quarterly award for excellence in service. Then I trained behind the Front Desk and assisted Guests when they arrived to check in, selecting rooms, meeting requests, and taking payments, and fielding and resolving general questions/concerns. Finally I took my skillset to the Concierge Desk where I was able to really take time and assist our Guests in planning their stays with us. Whether it be selling them theme park tickets, securing hard to get dining reservations, or just suggesting my favorite place to view fireworks.

The Walt Disney World Monorail System

Participated in two back to back Disney College Programs in Monorail Operations. During my time there I was trained to safely pilot the Mark VI Monorails on the 13 mile elevated guideway. Each monorail carried over 300 Guests at a time and operated in all weather conditions. I provided coverage to 2 of the most visited theme parks in the world, as well as three AAA Four Diamond rated Disney resorts. It was a very fast paced environment, but was able to still take time to personalize each Guest interaction. Often times I was the first and last Cast Member our Guests would see, and learned the importance of an excellent first impression. I excelled at my role, and was eventually designated as a trainer to train new Cast Members to the department. I also received a departmental quarterly award for excellence in Guest Service during my time in the transportation department.

Bachelors Of Science, Geography And Urban Planning/Geographic Information Systems

Majored in Business Geographic Information Systems and Geography

Education record

Activities and Societies: Marching Band