Experience

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  Hard Rock Hotel Daytona Beach

  • Daytona Beach, Florida, United States

  • Front Desk Supervisor

    • Dec 2023 - Present
    • Daytona Beach, Florida, United States

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  Universal Destinations & Experiences

  • Orlando, Florida, United States

  • Assistant Manager Retail

    • Apr 2023 - Oct 2023
    • Orlando, Florida, United States

    Managed 7 high volume retail locations overseeing and mentoring 45 team members. Areas of accountability encompassed stock control, guest service, safety, loss prevention and presentation. Served as the designated point of contact for safety. ✔Evaluated the key performance indicators (KPIs), providing the necessary leadership to exceed operational performance.✔Assisted and mentored staff with their goals and aspirations.✔Enhanced safety awareness to locations by engaging in daily discussions regarding near misses and overall safety protocols.

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  Walt Disney World

  • United States
  • Entertainment Providers
  • 700 & Above Employee

  • Guest Experience Manager - Merchandise

    • Nov 2019 - Apr 2023

    Accountable for managing 6 retail locations generating over $54.6MM in annual revenue. Responsibilities include, scheduling, personnel management, product placement, brand compliance, safety, guest experience, guest satisfaction, daily reporting, KPIs, loss prevention, and cash management. Provided leadership for a staff of 150 and accountable for performance standards.✔Coached and mentored staff to ensure the area achieved goals, provided world-class guest service and achieved financial targets. ✔Trainer Manager and Loss Prevention Liaison for the area.✔Trained staff to be more proactively engaging with guests to increase conversion rates.✔Worked with visual merchandising department, product distribution and heart of house managers. ✔Collaborated with HR to resolve staff and performance issues.✔Conducted extensive staff training, mentoring and development to prepare them for higher positions within the organization. ✔Brought the area from the red to green on cash register audits and attained a 100% score in the first month.✔Recognized staff for their excellent guest service and provided positive and constructive feedback.✔Drove sales by positively motivating staff while adhering to the Five Keys (Safety, Courtesy, Inclusion, Show, and Efficiency).

  • Park Arrival Coordinator, Disney’s Animal Kingdom

    • Feb 2019 - Nov 2019

    Monitored KPI metrics throughout the day and relayed information to senior management, adjusting strategies to meet revenue expectations. Provided leadership to staff including promoting teamwork and assisting in meeting quality and quantity standards.✔Ensured all aspects of the area were up to Disney show standards and assisted staff in maintaining their areas as well.✔Maintained keen awareness of surroundings and identify potential and/or actual safety issues for our staff or guests. ✔Consistently delivered exceptional guest service and maintained a positive and courteous approach to staff and guests. ✔Ensured operations ran smoothly and staff were performing at an exceptional level to deliver a positive guest experience.

  • Host, Dinoland, Disney’s Animal Kingdom

    • Jan 2018 - Feb 2019

    Responsible for providing exceptional guest service at retail operations including POS, guest assistance and restocking merchandise. ✔Served as host to an average of 30,000-45,000 multicultural guests daily.✔Exhibited "Courtesy on the Sales Floor" by engaging with guests, discovering their needs, recommending the tangible take home memory, and closing with a satisfied guest experience. ✔Member of the Safety Committee at Dinoland USA. ✔Served as Area Trainer for new incoming staff. ✔Entered data from POS system to spreadsheet to establish key performance indicator (KPI) measures.

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  Prescription Drug Foundation, Inc.

  • North Miami Beach, Florida

  • General Manager

    • Jun 2005 - Jan 2018
    • North Miami Beach, Florida

    Managed all aspects of sales, service and operations for a retail pharmacy generating $2.9MM in annual revenues. Held direct accountability for revenue and profitability growth of location including operations, business development initiatives, purchasing, inventory management, merchandising, cost/expense control, compliance, audits, quality assurance, customer service, vendor relations, human resources, and fiscal/P&L management. Hired, trained, and mentored a staff of six associates. ✔Grew revenue from $700K in the first year to $2.9MM annually. Increased profit margins from 18% to 37% during tenure.✔Utilized a top-line sales and operations management approach and innovative marketing strategies to rapidly achieve and exceed profitability goals. Generated a strong regular customer base with large repeat and referral business.✔Served as the primary liaison with inspectors during audits. Consistently received outstanding ratings with no citings.✔Landed delivery accounts with the Jewish Community Service and multiple other adult living facilities contracted as the priority provider for the facilities and their clients. ✔Designated Safety Officer responsible for the safe operation of the business.✔Reduced delivery expenses by 39% through negotiating with a courier service for bulk pricing. ✔Created a new revenue stream for the company selling vitamins through an e-commerce website. Increased annual revenues 24%.✔Increased customer retention 19% in the 1st year and new client sales through new channels increased by 51%.✔Worked with credit card processing to minimize fees reducing costs by 2.2%.✔Grew prescription volume to 4000+ prescriptions a month and positioned the company to be sold to a competitor.