Operations & Training Leader with 30 Years Experience

JUSTIN REGULA

614-***-**** • ************.**@*****.*** • http://linkedin.com/in/justin-regula-bb664668 Professional Summary

Operations, recruiting, training, project and event leader with 30 years of experience in hospitality (Disney, Hilton). Led teams of 1,200+ and managed budgets up to $10M. Known for people-first leadership, operational discipline, and measurable continuous improvement. Work History

Customer Service Manager, 02/26 - Current Hilton Grand Vacations Orlando, FL

• Resolved escalated guest issues using calm, service-recovery communication and root-cause problem solving.

• Coached and onboarded new team members on service standards and systems.

• Improved complaint-resolution workflow to increase consistency and customer satisfaction. Corporate Recruiter, 01/26 - 02/26 Walt Disney World Resort Orlando, FL

• Sourced candidates and coordinated end-to-end interview logistics with hiring leaders.

• Maintained ATS records, supported onboarding, and partnered on recruiting strategies to meet staffing goals. Project Manager/Event Manager, 01/24 - 01/26 Walt Disney World Resort ESPN Orlando, FL

• Led planning and execution for major sporting events; defined scope, timelines, and cross-functional resourcing.

• Drove stakeholder alignment through concise weekly status reporting and issue/risk escalation.

• Directed $10M project budgets; maintained cost controls and delivered within 5% of plan.

• Conducted risk/quality reviews and maintained documentation to meet 99% compliance targets. Training Manager, 01/22 - 01/24 Walt Disney World Resort / EPCOT Park Operations Orlando, FL

• Built role-based training plans aligned to operational goals to improve readiness and performance.

• Delivered 30+ annual workshops and career-development sessions to support engagement and internal mobility.

• Managed a $200K training budget; used feedback and performance data to improve program effectiveness. Labor & Scheduling Manager, 01/20 - 01/22 Walt Disney World Resort / EPCOT Park Operations Orlando, FL

• Partnered with leaders to apply labor standards, resolve issues, and improve workplace compliance.

• Built simple reporting tools and guidance to clarify labor rules and support better scheduling decisions.

• Improved hourly labor efficiency, delivering $7M in savings over three years. Project Manager, 01/19 - 01/20 Walt Disney World Resort/Animal Kingdom Park Operations Orlando, FL

• Managed project plans and $5M budgets; upheld quality standards and delivered 95% on time completion.

• Developed training and disinfection protocols for 500 employees to meet CDC guidelines. Labor & Scheduling Manager, 01/16 - 01/19 Walt Disney World Resort/ Magic KingdomOperations Orlando, FL

• Led negotiations across 10 collective bargaining agreements; resolved labor disputes and grievances.

• Implemented strategies that reduced labor costs by 6% quarterly over three years. Corporate Operations Trainer, 01/07 - 01/17 Walt Disney World Resort / Disney University Orlando, FL

• Instructed Disney Leadership Essentials (new-leader requirement) twice annually for 5 years.

• Delivered leadership and management training for new managers for 10+ years.

• Facilitated sessions for 50–500 participants on interviewing, hiring, and core management skills. Guest Experience Manager, 10/06 - 01/16 Walt Disney World Resort/ Park Operations Orlando, FL

• Designed the “Umbrella Helper” tool, reducing on-the-job injuries by 50% and lowering claims costs.

• Improved cleaning tools and processes, reducing downtime from incidents and strengthening recycling outcomes.

• Created emergency response cards to standardize crisis procedures and improve readiness. Education

Bachelor of Arts: Public Relations, 06/2004

Otterbein University - Westerville, OH

Bachelor of Arts: Musical Theater, 06/2004

Otterbein University - Westerville, OH

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