Experience

Siena at Bella Collina

• United States
• Real Estate
• 1 - 100 Employee

• Reservations Specialist

  • Mar 2021 - Present



Publix Super Markets

• United States
• Retail
• 700 & Above Employee

• Cashier

  • Mar 2020 - Mar 2021



The Delaney Hotel

• Orlando, Florida, United States

• Front Office Manager

  • Jul 2019 - Mar 2020



The Walt Disney Company

• United States
• Entertainment Providers
• 700 & Above Employee

• Room Inventory Manager

  • May 2011 - May 2019

  •Manage resort room inventory for AAA Four Diamond, 857 room Disney’s Grand Floridian Resort and Spa and 147 key Disney Vacation Club annex – The Villa’s at Disney’s Grand Floridian Resort and Spa since August 2012. Previous was in the same role at the 655 room Disney’s Contemporary Resort and 295 room Disney Vacation Club annex Bay Lake Tower.•Develop and maintain relationships with housekeeping, engineering services, facilities teams to ensure the timely completion of work to maximize available inventory.•Oversee high performance team of hourly Cast Members handling high volume PBX. Provide one on one and team coaching through complex guest situations, always looking to solve for “yes”.* Owner of VIP process covering; high repeat “cherished friends”, affluent market, company executives and celebrities. This work has included visits from sitting and former government officials, including but not limited to Presidents and Vice Presidents; working in coordination with local Secret Service and security teams. •Responsible for daily room allocations, upgrades and efficient room blocking for a 10 day forecast. Work to meet guest requests and efficiently utilize all resort room inventory.•Proficient with Medallia for tracking Guest trends, concerns and compliments.•Partner with global Revenue Management to support the larger occupancy strategies for the entire Walt Disney World Resort’s 30,000 rooms. Proactively offer assistance to other resorts during oversell situations.•Manage multiple resort renovations and streams of work Opening team for DVC’s annex, The Villa’s at Disney’s Grand Floridian Resort and Spa. Share Disney Vacation Club culture with all Cast Members to increase their awareness of the unique needs of the members. Active partner with Project Manager during test nights and media stays seamlessly overcoming delays in room turnover.•Resort Champion for roll out and implementation of a variety of new technology including HotSOS and REX.

• Room Inventory Manager and Guest Service Manager

  • Nov 2007 - Aug 2012

• Guest Experience Manager

  • Nov 2006 - May 2011

  • Opening team Bay Lake Tower at Disney’s Contemporary Resort. Share Disney Vacation Club culture with all Cast Members to increase their awareness of the unique needs of the members and to initiate excitement for opening day. Assist with managing Test Stays and punch list work. • Champion for roll out of the new property management system- downtime preparation to work without systems, training and implementation of new PMS. Support continuous improvement of daily operation after “go live”,• Responsible for Club Concierge Team; partner with Food & Beverage to establish new menus and display standards, work with peers to establish consistent arrival process for Club Level guests, work with training team to develop food service training.• Project Manager for Atrium Club Level rehab, partner with FAM, WDI, engineering and housekeeping to ensure a seamless Guest and Cast Member experience from closing to opening. The renovation included the addition of an actual kitchen and counter space for food service where none existed before.• Mentor and Lead high performing team of coordinators responsible for the daily operation.• Labor and scheduling liaison; partner with Resorts scheduling team on weekly labor justifications and schedules for Front Desk, Club and Lobby Concierge.

• Front Desk Observation Manager

  • Apr 2007 - Mar 2008

  • Responsible for observations and Quality Audits of Front Desk Cast Members at all Disney resorts in a two week cycle: Complete observation; provide immediate recognition and coaching to the Cast Members and sharing area performance with GEM’s and Proprietor’s.

• Room Operations Proprietor

  • Mar 2006 - Nov 2006

  • Directly lead 8 Guest Service Managers overseeing all Front Office Operations for the 1,920 room value resort. Also interacted daily with an additional 20 Guest Experience Manger’s supporting an additional two themes and 3,840 rooms.• Responsible for Disney’s Magical Express and Luggage Assistance operations for all three themes, including roll out of Maximo Automated Dispatch.• Responsible for Front Office Communications; including quarterly Town Halls, sharing Global, LOB and All Star information with all GEM’s and front line Cast Members for all three themes.

• Group Reservations Manager and Guest Experience Manager

  • Apr 2002 - Mar 2006

  GROUP RESERVATIONS MANAGER DECEMBER 2003 – APRIL 2006• Coach and mentor a team of 10 Office and Technical Cast Members, supporting the Convention Service and Front Office teams at Disney’s Yacht and Beach Club Resorts and Disney’s Boardwalk Resort.• Partner with Revenue Management to resolve inventory issues and to explore new resort selling strategies.• Liaison between clients and event service managers, assign each group’s contracts, monitor room blocks, and partner with Revenue Management. • Fully engage with the Front Office team to provide seamless experience for our group clients and Guests.• Champion for global Group Reservations in the planning and rollout of Disney’s Magical Express and replacement for our Central Reservations System.GUEST EXPERIENCE MANAGER, FRONT DESK AND GUEST SERVICES APRIL 2002 – DECEMBER 2003• Chosen to join team to share Disney Vacation Club experience for Beach Club Villas, a 282 room annex and only the second mixed use property in the collection. Assisted with hiring Cast Members, training leaders and hourly Cast Members, test stay planning, staffing and opening operational tasks to ensure our Member satisfaction.• The resorts had combined total of 1,063 rooms.• Safety In Motion Champion for Front Office; partner with all Front Office teams to schedule and facilitate sessions for 200 front line Cast Members.• Coach and develop Guest Service Cast Members at remote locations to ensure Disney service standards are upheld. • Scheduling manager, responsible for front desk schedules and weekly labor justifications. Coach peers to have a better understanding of the schedule and labor process.

• Field Sales Manager

  • May 2005 - Sep 2005

  ON PROPERTY SALES FIELD MANAGER TEMPORARY ASSIGNMENT • Directly coach all levels of Cast Members to support Walt Disney World ticket initiatives.• Pilot program resulted in $3 million in incremental ticket revenue.

• Guest Experience Manager

  • Oct 2000 - Apr 2002

  • Manage arrival experience, remote luggage services and concierge for groups up to 4,000 guests in a fast paced high energy operation, which supported 1951 guest rooms in a moderate, campus style convention resort.• Coach for Back Office Team; develop their technical and relationship skills in team meetings and in the daily operation. Partner with Revenue Management, Housekeeping and Engineering to effectively use rooms.• Partner with labor associate as Front Desk Scheduling liaison. Partner with Industrial Engineering to adjust staffing guidelines to fit our unique business needs.

• Guest Experience Manager

  • Dec 1997 - Oct 2000

  GUEST EXPERIENCE MANAGER, FRONT DESK, CONCIERGE, VALET AND BELL SERVICES• Responsible for all Front Office operations in this unique mixed use property. The Boardwalk Inn has 378 deluxe hotel rooms and shares all amenities with 532 room Boardwalk Villas.• Front Office Champion for Integration Rollout, including Guest Standards, Cast Standards and Labor Management.• Training Manager, leading development of training program for front desk and guest services, including Disney Cruise Line, Disney Vacation Club, and Conventions, completion of training manual and monthly Trainer’s meetings.

• Hospitality Hostess

  • Jan 1990 - Dec 1997

  HOURLY ROLES DISNEY’S WILDERNESS LODGE RESORT FRONT DESK APRIL 1995 – DECEMBER 1997TOWER OF TERROR OPENING TEAM MARCH 1994 – APRIL 1995DISNEY ‘S HOLLYWOOD STUDIOS MAIN ENTRANCE FEBRUARY 1992 – MARCH 1994EPCOT MAIN ENTRANCE JANUARY 1990 – FEBRUARY 1992