Kendall Paige Bercaw

Assistant Store Manager at Aulani, A Disney Resort & Spa
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Contact Information
us****@****om
(386) 825-5501
Location
Kapolei, Hawaii, United States, US

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5.0

/5.0
/ Based on 2 ratings
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Mark Williams

One of the biggest lessons of running a successful hospitality enterprise is simply this: have the right people in the right places. When it comes down to it, the people you have working for you make the difference. Having known and worked with Kendall for many years I can tell you without a doubt that she is the right person. No matter the place or position she has taken on, they have all been executed with excellence. In addition to being an outstanding employee, Kendall is also a leader. From her resume you will notice that she has held various management positions within the Walt Disney World Company. However, leadership is more than just a position. According to John C. Maxwell, "a leader is one who knows the way, goes the way and shows the way." Kendall does a great job with this. I truly believe she has a gift for serving her team as well as the guests she interacts with. She is caring, dedicated, professional and a great asset to any company that has her on their payroll.

Hector Perez Betancourt

Kendall has shown to be an exemplary Disney Cast Member, not only in the demeanor in which she projects herself but in her day-to-day actions. Always first in line to take on initiatives that require immediate attention, Kendall has proven to be an excellent project manager, efficiently expediting and completing any task she is assigned. Her project contributions range from simple additions to an operation’s routine to more awe-inspiring accomplishments, mainly within the scope of Environmental Initiatives. Kendall has excellent management skills and has proven to be a resourceful coordinator, not only of her time and duties, but of those of the operation as well. Despite her daily obligations, Kendall still finds time to join several corporate groups and become involved in extracurricular activities. Altogether, Kendall is an invaluable resource and her talent would provide any operation with a remarkable contributor to its overall goals and success.

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Credentials

  • Diversity, Equity and Inclusion in the Workplace Certificate
    USF Corporate Training and Professional Education
    May, 2021
    - Oct, 2024
  • Property Duty Manager, First Responder, and Compassionate Care Responder
    Walt Disney World Resort
    Nov, 2011
    - Oct, 2024
  • CPR & AED
    American Heart Association
    Aug, 2006
    - Oct, 2024
  • SCUBA
    PADI & DAN
    Oct, 2003
    - Oct, 2024
  • Disney Media Rep
    Walt Disney World Resort
    Feb, 2010
    - Oct, 2024

Experience

    • United States
    • Hospitality
    • 1 - 100 Employee
    • Assistant Store Manager
      • Dec 2021 - Present

    • Front Office Guest Service Manager
      • Apr 2019 - Present

    • Housekeeping & Custodial Guest Service Manager
      • Oct 2018 - Apr 2019

    • United States
    • Travel Arrangements
    • 1 - 100 Employee
    • Operations Guest Experience Manager
      • Oct 2015 - Oct 2018

      • Hosted a series of inaugural events at our property including Florida Cup, runDisney Star Wars™: The Dark Side Half Marathon, 2016 Invictus Games, Disney’s Night of Joy, and the 2017 NFL Pro Bowl.• Opened the new 8,000+ seat multipurpose Arena to our Complex.• Supported the implementation of Premium Parking, generating revenue and increasing Guest satisfaction for our department. • Introduced Guest Relations to the Welcome Center, providing a more seamless, consistent, and positive Guest and Cast experience.

    • Recreation Guest Experience Manager
      • Feb 2013 - Oct 2015

      • Expanded miniature golf food & beverage and merchandise selection based on Guest feedback which also drove additional revenue. • Identified opportunities to drive increased Guest visitation to Disney’s Blizzard Beach and Disney’s Winter Summerland utilizing the character ‘Olaf’ from Disney’s animated feature Frozen. • Successfully transitioned main entrance and miniature golf operations to support MyMagic+ initiatives including touch-to-enter & touch-to-pay.• Chosen from 200 candidates to facilitate the inaugural “Welcome to Operations” course at the Disney University.

    • Custodial Guest Experience Manager
      • Mar 2014 - Sep 2014

      • Managed competing priorities serving as both the Property Duty Manager for Guests and Cast Members as well as the Guest Experience Manager on duty for Custodial Cast Members. • Problem solved Guest concerns on a daily basis through partnering with multiple lines of business at the Resort including Front Office, Housekeeping, Disney Vacation Club, Merchandise, Food & Beverage, and Recreation. • Cross trained to serve as Third Shift Property Duty Manager.

    • Project Manager
      • Nov 2011 - Feb 2013

      • Integrator and resource for The Four Keys Basics and Disney Leader Basics for all Walt Disney World resorts, water parks and miniature golf including evaluation and sustainment of initiatives.• Strengthened relationships with all lines of business, Operations Training, Labor Operations, Employee Relations, Finance, Revenue Management, Sales, Industrial Engineering, Human Resources, Communications, Measurement and Consumer Insight to reduce operational burdens, increase Cast Member engagement, and drive organizational results. • Instituted process improvements such as Curbside Arrival costume enhancements and implementation of CDS for Cast satisfaction and labor efficiencies. • Employed strategy and influence with Vice Presidents, Directors, and General Managers in prioritization and outcomes of projects. • On-site support to President Barack Obama’s visits to the Magic Kingdom® Park and Disney’s Contemporary Resort.• Panelist for the College Program Alumni Speaker Series (CPASS) on Theme Park & Resort Operations.• Featured alumnae for "The Journey That Changed Me" on the College & International Program's monthly newsletter, The Communicator.

    • Resort Operations Assistant
      • Oct 2008 - Nov 2011

      • Created a personalized, sustainable solution for our resort leadership team that drove local participation of Basics Walks later sought after as a best practice by Vice Presidents segment-wide, in theme parks as well as Operations Managers in resorts.• Managed a budget of nearly $75,000 for Cast recognition programs.• Functioned as the property communication administrator adhering to corporate standards and guidelines in design, layout and editing ensuring brand integrity and quality.• Local advocate for all global business initiatives including Safety, Health & Wellness, Diversity, Environmentality, and VoluntEARS.• Co-host for College & International Program's TV series "Housing the Magic" (HTM).

    • Programs Coordinator
      • May 2008 - Oct 2008

      • Partnered daily with Cast Services, Labor Operations, Immigration Compliance, Education, and Recruiting to address concerns for up to 7,100 Cast Members.• Identified process improvements for training, patron tracking, roommate mediation, and front desk services directly increasing Cast satisfaction.• Participated in arrivals, graduations, and special events for record breaking numbers of program participants.• Panelist for the College Program Alumni Speaker Series (CPASS) on roles supporting the College, International, and CareerStart Programs.

    • Operations and Delivery Manager
      • Jan 2008 - Apr 2008

      • Contributed to the content development and facilitation redesign of The Walt Disney Company Traditions program and Transition to Disney Leadership capstone course.• Maintained quality assurance of associated curriculum through performance show reviews and training. • Rigorously auditioned a candidate pool of over 200 Cast Members to be appointed as the 2009-2010 Traditions Team.• Utilized as a Walt Disney World College Recruiting trip partner to the University of Texas El Paso and surrounding community colleges mentoring Campus Representatives and supporting the recruitment and interview process.

    • Custodial Guest Experience Manager
      • May 2006 - Jan 2008

      • Sustained a local safety record with zero OSHA-recordable incidents.• Served as the Operations Training liaison including participation in the global line of business Operating Guidelines rewrite. • Coordinated community involvement projects for operations line of business.

    • 2007 Traditions Team Facilitator
      • Jun 2006 - Dec 2007

      • Chosen from 250 candidates to welcome general employment, APEI, operating participant, College, International and CareerStart program Cast Members to The Walt Disney Company.• Became a Disney Look appearance advocate holding Cast Members accountable to company image policies.• Creatively shared our corporate heritage through personal storytelling.

    • Relief Coordinator & Attractions Hostess
      • Jan 2006 - May 2006

      • Selected to the opening team of Expedition Everest - Legend of the Forbidden Mountain®. • Worked alongside Walt Disney Imagineering in the test & adjusts process providing operational improvements such as extended queue functionality and single rider option increasing Guest satisfaction.

    • Custodial Guest Exprience Manager
      • Jul 2005 - Jan 2006

      • Nominated and chosen by a team of leaders for a management internship in the area of operations.• Inspired Cast Members to win the “Battle of the Coasts Challenge” in competition with three other Disney Parks. • Exceeded Guest expectations through the revival of the Tomorrowland® Rollerbladers significantly increasing our number of magical moments.

    • Character Performer
      • Jan 2005 - Jul 2005

      • Creatively animated, adapted, and continually problem-solved while interacting with Guests in character dining, meet & greet, parade and show experiences.

    • Attractions Hostess
      • May 2002 - Jan 2005

      • Published in the Main Street Diary praising fellow Cast Members work achievements. • Delivered hardworking performance and immediate Guest Service recovery in Attractions, Conventions, and Special Event Theme Park Operations.

    • Campus Representative for Barry University
      • Jun 2003 - Dec 2004

      • Learned HR and Recruiting interview and hiring policies for international and domestic college internship applicants.• Promoted internship program at Barry University as well as surrounding South Florida colleges & universities.

    • Education Coordinator
      • Jan 2003 - Jun 2003

      • First ever Walt Disney World College Program Graduation Student Speaker.• Experienced educational instruction, management, and administration.• Successful completion of multiple training and educational courses through the Disney University, receiving multiple Ducktorate Degrees.

    • France
    • Online Audio and Video Media
    • 1 - 100 Employee
    • DJ & Events Staff
      • Jan 2004 - May 2004

      • On-Air Broadcast Talent; DJ, Producer, and Host for public service announcement (PSA) format show, “Kids Concerns”. • Interviewed and catered to high profile clients from a wide variety of backgrounds. • Shadowed all lines of business operations including station management, sales, promotions, and clerical. • Initiated corporate partnerships with local businesses, government agencies, and sponsorships for non-profit organizations such as Miami Children’s Hospital. • Cooperated as a team member of the Fun Squad, responsible for off-site marketing and promotional events.

    • United States
    • Retail
    • 700 & Above Employee
    • BP. Fashion Board
      • May 1999 - Dec 2000

      • Premiered new product at runway shows and photography shoots. • Selectively trained in leadership development workshops featuring best business practices. • Expedited clothing, shoes, beauty, and accessories merchandise stock processes. • Created and built visual merchandise displays for special events, promotions, and sales.• Shadowed different departments within the store including Men's Suits & Alterations. • Premiered new product at runway shows and photography shoots. • Selectively trained in leadership development workshops featuring best business practices. • Expedited clothing, shoes, beauty, and accessories merchandise stock processes. • Created and built visual merchandise displays for special events, promotions, and sales.• Shadowed different departments within the store including Men's Suits & Alterations.

Education

  • Florida Atlantic University
    Certificate, Hospitality & Tourism Management
    2020 - 2020
  • Rollins College - Crummer Graduate School of Business
    MBA, Entrepreneurship & Marketing
    2010 - 2011
  • Barry University
    Bachelor of Arts, Broadcast Communications, Professional Writing & Sports Management Dive Industry
    2000 - 2004
  • Carondelet High School
    1996 - 2000

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