Coursework done towards Masters degree in Instructional Design and Technology. Postponed due to job change.

Providing exceptional service to our owners as well encourage and support our Wyndham associates in their work and personal goals

Responsible for closing resort accounts and reservations for the day and preparing resort for the next business day.

Member of the management teams at four hotels at Walt Disney World in Florida: Disney’s All Star Resort (value resort level), Fort Wilderness Resort, RV park and campground, and Disney’s (deluxe level) Wilderness Lodge and Vacation Club (Disney’s timeshares). Oversaw 20-40 front desk concierge, cashiers and support personnel in hotels ranging from 700- 1400 rooms. Resolved escalated guest and employee issues. Served as resort point of contact for incidents involving drunk and disorderly guests, evictions, and medical emergencies. Enforced resort and company polices, working with local law enforcement/ emergency personnel as needed. Communicated incident information with department heads, resort general manager and Walt Disney World Legal Affairs. Technically proficient with Disney cashier and room inventory systems, booking/modifying reservations, scheduling and labor budgeting, Microsoft Office Suite and Microsoft SharePoint. Partnered with housekeeping and maintenance departments to achieve clean and ready rooms for guests upon arrival. Worked with recreation department to provide guests with a variety of game and entertainment offerings such as campfires, movies on the beach and poolside trivia. Accountable for continual training and development of employees, increasing required training compliance from 75 to 90%. Worked closely with front desk team to establish goals and measurements to enhance exceptional Guest Service. Led the hurricane emergency committee to prepare and organize resort in case of critical weather.

Served as a member of the Disney’s Boardwalk deluxe resort housekeeping management team, providing leadership for the housekeeping operation of the resort. Created daily assignments, conducted daily quality and safety walks, coordinated training and development of 100+ housekeeping staff, ensured housekeepers and support maintained AAA awarded 4 Diamond quality standards. Selected Disney Leadership trainingRisk Management, Labor Management, Safety for Leaders, Leading in a Unionized Environment, Leaders of Minors, Preventing Workplace Harassment, Communication & Listening, Conflict Resolution, Performance Coaching, Cashier and Room Reservations .

Disney College Program alumnus with proficiency in onstage check in and concierge positions, back office room inventory in DPMS and LILO, runner/dispatch trained, Disney Trainer.

Led groups of 4 to 12 Marines in monthly drill activities. Trained junior Marines in unit specific operational procedures, and counseled them in preparation for future leadership roles. Received 3 commendations of excellence for initiative during operations Customs missions in support of Operation Iraqi Freedom II