Guest Experience Manager

Jon S. Todd

Kissimmee, FL • 614-***-**** • **********@*****.***

SUMMARY

Results-driven Guest Experience Manager with a proven track record of enhancing guest satisfaction and exceeding expectations. Able to manage multiple priorities and maintain a consistently high standard of work under pressure. Special interest in promoting employee development opportunities with an ability to teach, coach, and work with a diverse team.

SKILLS

Leadership, Conflict Resolution, Guest Relations, Budget Management, Brand Representation, Problem Solving, Employee Development, Hospitality Best Practices, Microsoft Office, Microsoft Teams, Workday, Tableau

WORK EXPERIENCE

Walt Disney World Resorts, Lake Buena Vista, FL

Guest Experience Manager, 09/2014 – 07/2024

Restaurant and Merchandise Guest Experience Manager at Disney’s Polynesian Village Resort, Disney’s Grand Floridian, Disney’s Wilderness Lodge, Disney’s Fort Wilderness Campground and Resort, Magic Kingdom

Oversaw all aspects of guest experience in merchandise and food and beverage locations ensuring optimal levels of guest satisfaction.

Managed daily labor usage to meet budget goals by filling coverage of call outs and reducing overtime.

Recognition Liaison organizing events to recognize achievements and milestones for years of service and retirements.

Safety Liaison partnering with Engineering to ensure location compliance with OSHA and State of Florida Food and Beverage regulations. Follow existing issues through resolution and train Cast on preventative measures.

Planned and implemented special beverage and merchandise offerings in lobby of Wilderness Lodge during winter holiday season. The offerings were popular with guests and exceeded profit forecast by over 100%.

Organized special activities at Fort Wilderness Campground including Halloween Camp and Treat, Pargo Parade, Christmas Site Decorating, and Christmas at the Settlement.

Actively promoted Cast professional development supporting cross-training initiatives, mentoring Cast interested in pursuing leadership through Leadership Casting Call process specializing in interview coaching.

Duty Manager, 11/2020 – 11/2023

Disney’s Wilderness Lodge, Disney’s Fort Wilderness Campground and Resort

Resolved conflicts between guests and Cast ensuring a safe environment throughout resort.

Collected incident data and filed reports related to accidents and injuries involving guests and property.

Coordinated with Orange County Sheriff’s Office and Reedy Creek Fire and Rescue personnel on incidents.

Emerging Leaders, 07/2014 – 09/2014

Select program through the Talent Committee for accelerated training into leadership within Disney Corporation.

Server / Bartender, 10/2012 – 07/2014

Disney’s Port Orleans Resort

All Jazzed Up Facilitator providing training to introduce Cast from all lines of business to the resort.

Park Greeter, 07/2012 - 10/2012

Epcot – Park Operations

Smokey Bones Bar and Fire Grill, Columbus, Ohio and Orlando, Florida

Service and Beverage Manager 2004 – 2012

Recruited, trained and coached bar and service staff achieving annual sales of $2 million.

Served as liaison to the corporate team to facilitate rebranding of locations.

Consistently maintained weekly alcohol-to-sales percentage above 20% while keeping alcohol cost at acceptable levels.

Facilitated special events with outside companies to increase guest traffic.

Received the 2nd quarter and 4th quarter 2011 Top Beverage Manager award for Florida.

CERTIFICATIONS

Certified Food Safety Manager, National Registry of Food Safety Professionals

Jon S. Todd Page 2

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