Work Experiences

Walt Disney World Resort

Guest Experience Manager
May 2021 - Present

The Walt Disney World Resort is a vacation destination located in Orlando, FL, and millions of visitors from all over the world experience the magic of our Theme Parks, Resort Hotels, and Shopping districts.

• Orchestrates seamless written and verbal communication among a diverse team of 30+
Cast Members, ensuring efficient coordination for guest satisfaction across 2,880 rooms
at Disney's Pop Century Resort.
• Leads organized resort operations, aligning with The Walt Disney Company's guest-level
standards (Safety, Courtesy, Inclusion, Show, Efficiency), utilizing applications and tools
such as LILO, HotSOS, and ROS Launch.
• Collaborates effectively with multiple teams across Walt Disney World Resort,
contributing to an unparalleled daily guest experience for over 10,000 guests.
• Independently oversees a comprehensive reporting system, actively monitoring post-stay
guest survey goals and scores to continuously enhance guest service.
• Utilizes SAP Business Objects to create recurring reports for hotel operations and guest
satisfaction.
• Leverages Microsoft Excel spreadsheets to analyze housekeeper scores, enhancing
decision-making processes, providing valuable feedback to Cast Members, and justifying
decisions to leadership.
• Establishes and sustains a proactive coaching and feedback system, strategically planning
ongoing support for Cast Members to optimize performance, foster a culture of
continuous improvement, and ensure public recognition of achievements.
• Actively listens and takes ownership of any guest or cast concerns and crafts personalized
solutions tailored to the specific information provided.

Red Lobster

Server
July 2020 - May 2021

Red Lobster is a casual sit-down chain restaurant offering people all over the world a chance to experience fresh delicious seafood, no matter where they are in the world.

• Provide guests with the highest level of service by anticipating their needs, initiating conversation, and offering assistance and advice on menu items and wine pairings

• Execute dining room set-up procedures, running side work and closing duties efficiently

• Utilize and operate a POS system to compute customer checks and accept payments

• Effectively communicate with guests and team members in a fast-paced environment

Choice Hotels International

Assistant General Manager
August 2018 - July 2020

Sleep Inn & Suites is a Moderate Hotel offering guests a range of amenities such as Breakfast, Gym, Pool & Spa, and outstanding guest service

• Lead and supervise 25+ team members to ensure daily procedures are followed correctly and completed on time to control prime costs and create a seamless guest experience

• Direct day-to-day operational decisions with guests, team members, and financial aspects

• Inspire, recognize, monitor performance, coach and develop 25+ front desk and housekeeping team members from different cultures, backgrounds and styles

• Manage 80+ guest rooms independently and multitask to complete all daily procedures

• Organize procurement activities of purchasing, receiving, storage, and inventory control

• Utilize Windows and complex property management system to complete daily operations

• Resolve any guest and employee concerns promptly and professionally using problem solving and decision-making skills in person, over the phone, and online

• Coordinate, develop and inspect daily cleaning assignments for entire housekeeping team

Disney's Beach Club Resort

January 2018 - August 2018 (Disney College Program)
Food & Beverage Cast Member

The Marketplace is a Convenience Store with Merchandise and Food & Beverage options for Guests staying at our Deluxe Resort

• Ensured the safety of 100+ guests each day by completing HACCP temperature log

• Prepared 20+ menu items precisely ensuring exceptional food quality and presentation

• Controlled food service costs by portioning ingredients accurately throughout service

• Created memorable experiences for 100+ guests each day by delivering superb service

• Responded to guest issues and engaged in conflict resolution to create a positive outcome

• Built relationships with families during their vacation to enhance the guests’ experience

• Assisted guests in making FastPass+ reservations with the My Disney Experience app

• Trained 10+ Cast Members on Disney’s Safety, Courtesy, Show, & Efficiency keys

The Maintenance Shop

Box Office Manager
Fall 2017 - May 2020

The Maintenance Shop at Iowa State is a student-operated venue that holds events from stand up, musical performances, and private events

• Promoted and sold ticket sales for Iowa State’s premier live-music club venue
• Facilitated opening and closing procedures while monitoring the safety of the venue
• Operated cash and credit sales and processed daily closing settlements
• Led venue staff during special events in monitoring procedures and guests
• Assisted in training and coaching of new staff on all procedures and security measures

Kwik Trip Inc.

Team Member
September 2015 - December 2017

Kwik Trip is a Midwest Convenience store offering guests a variety of products from hot fresh food and bakery items, gasoline, and grocery shopping necessities.

• Minimized food waste and controlled inventory to ensure efficient food production levels
• Prioritized work duties along with guests requests in order of importance and urgency
• Prepared and revised an action plan to maximize efficiency during faced paced periods
• Stocked and replenished over 100 different merchandise items accurately and efficiently
• Reconciled cash drawer at the end of each shift and ensured proper cash handling procedures

McDonald's

Crew Trainer
June 2014 - September 2015

McDonald’s is Quick Service Restaurant (QSR) offering guests all around the world quality food items at cost-friendly prices

• Coached 20+ new team members on restaurant safety and proper food handling procedures
• Anticipated guest’s needs through tone of voice and body language to provide superb service
• Assembled over 250 guest orders during each shift accurately and efficiently
• Handled any guest conflicts quickly and in a professional and calmly manner
• Operated large-volume cooking equipment safely and efficiently