Rich Mathews Email and Phone Number
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In my 30 years with the Walt Disney Company, I have experience in all aspects of the resort side of the Walt Disney Resort including:Business Systems Manager/ Product Owner for Disney Magical ExpressBusiness Systems Analyst for Disney Magical ExpressLuggage Operations Manager for Disney Magical Express Resort Operations:* Front office operations* Concierge services* Bell Services* Housekeeping* Inventory control* Scheduling and LaborThe resorts I worked at include Disney's Contemporary Resort, Disney's Polynesian Resort, Disney's Wilderness Lodge Resort, Disney's Port Orleans Riverside Resort, Disney's Yacht & Beach Club Resorts, Opening Team for Disney's Beach Club Villas.* An opening team member on the Disney Cruise Line, Disney Wonder. Shore side operations; luggage and airport operations and logistics. I worked with our company's newest venture (and an opening team member), Disney's Magical Express. * Consumer & Travel Industry Sales Manager and the Disney Reservation Center (DRC, WDTC). * Other experience include Pleasure Island operations, Grad Night and Magic Music Days Sales teams.Some of my favorite successes are:• Built and expanded the first fully integrated Business/technology collaboration team.• Organized and chaired our Walt Disney Resorts Global Bell Services team.• Organized and chaired the monthly global concierge team.• Saved $31,000 in Club level food and beverage costs; year to current date. (98 vs. 99)• Successfully cut other expenses including Transportation Services 40.5%, Office supplies 88.9%, Operating supplies (special) 41.7% and Publicity/Promotion 24.4% without compromising guest service.• Sold, booked and serviced two Stoli Vodka group meeting/seminars. Coordinated F/B service for these meetings.• Successfully raised productivity by 21% with mentored agents.• Worked on an insurance awareness initiative to increase and save revenue for our Company.• Initiated improvements to increase efficiency in the Itinerary Planning Office. Marked improvement in service levels and decreased call back log by 72%.• Directly contributed and participated in Pop Century’s 5 Diamond Service Standard for our luggage operating participant.• Developed audit, tracking and accountability tools as well as a mini monthly score card for valet, RAC and luggage delivery.• Directly contributed and participated in Pop Century’s 5 Diamond Service Standard for our luggage operating participant.• Developed audit, tracking and accountability tools as well as a mini monthly score card for valet, RAC and luggage delivery.
Spraggins Inc.
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Human Resources / Talent AcquisitionSpraggins Inc. Jul 2024 - PresentOrlando, Florida, United StatesHR Specialist / Payroll. I am currently focusing on payroll and HR but am transitioning into Recruiting. I will assume a full time role as Recruiter, December 2024.
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Travel Sales & ServiceThalassa Journeys Feb 2022 - Dec 2023Windermere, Florida, United StatesWorked directly with academia alumni travel departments arranging continuing education travel experiences for alumni and family. Clients included (but not limited to) Wellesley, Duke, Stanford, UCLA, Cal Berkley, Cornell, Washington & Lee. -
Business Systems Manager/Product OwnerThe Walt Disney Company Jul 2013 - Dec 2021Lake Buena Vista, Florida, United StatesAs the Business Systems Manager, my role was the Product Owner for the Disney Magical Express applications and to leverage technology and keep competitive advantage requiring collaboration and interaction with additional Technology support groups, external vendors and developers to ensure delivery of quality system products. I would act as moderator and translator between the users and the development team. I served as the lead contact for the development team on applications enhancements, re-builds, design, requirements, testing and launch validation. I managed, audited, and evaluated all technology incidents produced by the business, along with following up to ensure that technology tickets have been resolved in a timely manner, including service interruptions and planned maintenance. I also managed the DME I.T. technical backlog including building stories, providing UAC for each story, prioritization, and UAC.I re-wrote the technical documentations (including illustrations) for the DME Handheld bar code scanner for use by the I.T. help desk. This allowed for a more accurate and efficient trouble shooting process.My favorite success was integrating the DME technical studio (on shore and off shore) with the business and some business users making us one team. I accomplished this by removing verbiage and using verbiage like client and customer in every scrum call until it became habit. I was able to obtain an office in the WDW technology building allowing our technical team face to face and immediate access for questions, answers, test validations, and story authorization. I also made myself available to our off shore team by making time in the evening for them to speak with me via email, chat, or video conference. -
Business Systems Analyst, Disney'S Magical Express/Disney Cruise LineWalt Disney World Co. Sep 2012 - Jul 2013Orlando, Florida -
Airport Operations Manager, Disney Magical ExpressWalt Disney World Oct 2004 - Jul 2012Lake Buena Vista, Florida, United StatesI was fortunate and blessed to be part of the opening team of Disney Magical Express. Turning the project Destination Disney into the reality of Disney Magical Express, was no small feat and was worth every minute.As an Airport Operations Manger, my focus was on the logistics and operation of the luggage delivery process. That included plane side/ramp operations, luggage delivery to the Disney Sorting Facility, sorting, loading, and tracking luggage to the resort destinations. Along with managing an operation of both WDW cast members and third party vendors, I also worked directly with the airport authority (GOAA), all airline ramp supervisors and airline management to ensure problem resolution and the smooth separation and flow of luggage from the airlines to our drop points and to ensure all airport and ramp safety requirements were met.Other responsibilities included:Labor/scheduling.Technical support and trouble shooting.Facilitating meetings with third party management, airline management, and Disney Resort Management.Maintaining equipment contracts.WDW personnel management.
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Concierge Itinerary Planning Office Manager, Polynesian ResortWalt Disney World Oct 2003 - Mar 2005Lake Buena Vista, Florida, United StatesAs the Concierge Manager, I was able to strengthen cross operational knowledge by creating and overseeing a global resorts and DRC communication forum. Some of my successes include:Increased Itinerary Planning Office efficiency, delivering measurable improvements to service levels and slashing the call backlog 72%.Implemented continuous process improvement initiatives, tracking initial results through CIMS to measure, map and plan next step in process improvement.Hand-picked to serve as interviewing manager at DRC for hiring new reservation agents.Increased service levels within first six months, earning a substantial increase in guest letters and comments.
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Consumer & Travel Industry Sales Manager, Disney Reservation CenterWalt Disney World Nov 2002 - Oct 2003Lake Buena Vista, Florida, United StatesThis was a temporary assignment and took fast pace to an entirely different level. I directly managed a team of 40 and an operational team of 1400+. In the 13 months I was at DRC, I was able to:Successfully raise productivity by 21% with mentored agents.I was one of four floor operations team managers for DRC Orlando.Initiated cross communication to decrease information gaps between the resorts and DRC. Most importantly, travel insurance policies and what they covered. As Resort Managers learned where at what to look for on reservations, compensation conversations became a little less stressful for resort leaders and allowed for a decrease on the guest inconvenience budget.I became the point person for many of the resorts front desk managers.I led the 4th highest producing team of new cast members.I researched an up sell program involving the Disney Dining Experience to increase incremental revenue.
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Resort Guest Service ManagerWalt Disney World Sep 1990 - Nov 2002Lake Buena Vista, Florida, United StatesMy other roles within the Walt Disney World Resorts were:Disney’s Yacht and Beach Club Resort, Bell Services/Front Desk ManagerDisney’s Wilderness Lodge Resort, Bell Services ManagerDisney Cruise Line Task Force Opening Team. Disney Wonder, Ground Services Manager:Disney’s Contemporary Resort, Concierge ManagerDisney’s Contemporary Resort, Bell Services ManagerDisney’s Port Orleans Riverside Resort Walt Disney World Attraction Sales Pleasure Island Some of my successes include:Organized and chaired our Walt Disney Resorts Global Bell Services Team.Initiated “Back to the Basics” program resulting in increased guest services ratings and surpassing set goals.Organized and chaired the monthly global concierge meetings that yielded outstanding awareness and results.Successfully cut other expenses including Transportation Services 40.5%, Office supplies 88.9%, Operating supplies (special) 41.7% and Publicity/Promotion 24.4% without compromising guest service.Saved $31,000 in Club level food and beverage costs; year to current date. (98 vs. 99)Tasked to help identify and work out challenges in the DCL luggage delivery process from Orlando International Airport to our resorts. Tasked to identify glitches in the Antares bag tracking scanner, baggage tracking software and software communication process for the Disney Cruise Line.Raised guest ratings from second to last place to a consecutive second place.Sold, booked and serviced two Stoli Vodka group meeting/seminars. Coordinated F/B service for these meetings.Helped draw operational plans for new concierge operation. Luggage technology
Rich Mathews Skills
Rich Mathews Education Details
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Music Performance, General
Frequently Asked Questions about Rich Mathews
What company does Rich Mathews work for?
Rich Mathews works for Spraggins Inc.
What is Rich Mathews's role at the current company?
Rich Mathews's current role is Proven management professional with over 30 years of diverse leadership experience, softball coach, and digital photo editing enthusiast..
What is Rich Mathews's email address?
Rich Mathews's email address is ri****@****ney.com
What schools did Rich Mathews attend?
Rich Mathews attended University Of Central Florida.
What skills is Rich Mathews known for?
Rich Mathews has skills like Resorts.
Who are Rich Mathews's colleagues?
Rich Mathews's colleagues are Jonathan Risk, Yander Perez, Jeancarlo Reyna, Jamilet Dominguez Rivera, Jessica Rochelle, Desiree Rodriguez, Chris Mckeehan.
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