Paul Murello Email & Phone Number

Austin, Texas, United States

Kirkland, Washington, United States

• Facilitated eLearning and live-online training content for 1.5K+ cross-functional employees across 13 domestic and international regions, focusing on operations, leasing, software, company culture, compliance, property.
• Scripted, filmed, and produced a 14-module online course that decreased onboarding requirement lead time by 12 months.
• Championed the introduction of FranklinCovey coursework to middle and upper management, greatly promoting lasting organizational changes.
• Adapted swiftly to COVID-19 work-from-home measures, converting traditional learning into virtual media for 11 US states and four Canadian provinces without an interruption to quality.
• Traveled throughout 13 US and Canadian regions to conduct vital in-person training events.

Celebration, Florida

• Executed key Training Associate functions while carrying out full training cycle for domestic and international clients with hundreds of participants in attendance.
• Supervised opening training processes for first-time international port, achieving recognition with the highest internal evaluation scores of the season.
• Assisted in annual new hire interview process, applying in-depth knowledge of company policy, mission, and goals toward the influence of strategic onboarding decisions.

Celebration, Florida

• Facilitated hundreds of sessions as Subject Matter Expert for domestic and international audiences on Disney service standards, technical systems, and best practices.
• Spearheaded the “Charting Your Course” training team as a hand selected inaugural member, collaborating towards the successful onboarding of all newly hired shipboard and shoreside cast.
• Operated as key decision-maker in remediation, reassessment, and advancement of class participants.

Celebration, Florida

• Delivered content to 1K+ crew members focused on orientations, continual regulatory training, company core values, and new leadership training.
• Provided leadership training through “Transition to Disney Leadership” coursework, individual coaching, and personal mentoring via employee relations process.
• Redesigned fleet-wide delivery of “Transition to Disney Leadership” content to ensure strategic completion goals were met; new delivery model allowed 400 graduates in a calendar year versus four, a 9.9K% improvement.
• Served as primary point of contact for onboard employee relations concerns, conducting hundreds of thorough investigations and offering guidance and perspective based on past practice, company policy, and strategic.
• Collaborated consistently with Human Resource Manager, shipboard executives, and shoreside representatives in developing employee relations strategy and diligently championed company HR policies, procedures, and global.

Miami, Florida

• Developed and delivered vital cross-functional content to 1.4K+ crew members focused on new hire coursework suite, returning crew orientations, and continual regulatory training while simultaneously providing training.
• Championed shipboard “Buddy Program” designed to ease transition time to the environment using check-in sessions and successfully reducing new hire attrition rate by nearly 75%.
• Implemented “Getting Started as a New Leader” content and received distinction as first in the fleet of 17 to hold successful graduation of participants.
• Partnered with shipboard Human Resources Manager and shoreside human resources team to deliver consistent messaging on progressive discipline process, company regulations, and global initiatives.

Horsham, Pennsylvania

• Led in-depth guest service evaluations and communicated detailed analyses to executive management teams, resulting in strengthened business partnerships.
• Liaised effectively with clients providing written reports, overviews of the guest experience, and offering suggestions on how to properly meet necessary brand standards and company expectations.
• Serviced eight global brands autonomously including Starwood, Drury Hotels, Delaware North Company, Choice Hotels, and the Port Authority of New York and New Jersey.

Celebration, Florida

• Served as primary point of contact for Disney Vacation Club guests with general inquiries; led efforts educating new cast members through comprehensive training sessions.
• Established educational protocol and improvement initiatives to ensure all new cast members were knowledgeable of the Walt Disney brand and Disney Vacation Club product.

Lake Buena Vista, Florida

• Led training classes for 120 new cast members monthly; designed and presented clear and interactive exercises for Front Desk/Concierge Hosts.
• Participated in training development and performance reviews of cast members; trained cast in multiple areas including product marketing, customer service techniques, diversity, professionalism, policies, procedures.

Lake Buena Vista, FL

• Provided exceptional guest service to thousands of guests at AAA 4-Diamond resort; chosen by management to be the Concierge Agent during pilot lobby Concierge group.
• Served as interim Coordinator of Training; supplying visibility to under-served night-shift teams.