Guest Experience & Housekeeping Operations Leader

Hilaria Rivera

407-***-**** **********@*****.***

Professional Summary

Accomplished Housekeeping and Guest Experience Manager with over 25 years of progressive leadership at Walt Disney World Resort. Proven success leading teams of up to 150 Cast Members while overseeing housekeeping operations for as many as 600 guest rooms. Recognized for delivering exceptional guest experiences, maintaining world-class cleanliness standards, developing high-performing teams, and collaborating across departments to achieve operational excellence. Bilingual in English and Spanish with extensive experience in coaching, quality assurance, labor management, and guest recovery. Career Highlights

• 25+ years of leadership at Walt Disney World Resort

• Led teams of up to 150 Cast Members

• Oversaw housekeeping operations for up to 600 guest rooms

• Expert in guest recovery, quality assurance, and employee coaching

• Bilingual in English and Spanish

Core Competencies

Housekeeping Operations • Hotel Operations • Guest Experience • Team Leadership • Employee Coaching • Performance Management • Labor Scheduling • Staff Development • Quality Assurance • Room Inspections • Safety & Compliance • Inventory Control • Cross- Department Collaboration • Conflict Resolution • Guest Recovery Professional Experience

Walt Disney World Resort (2000–2025)

Housekeeping Guest Experience Manager

Disney BoardWalk Resort (2019–2025)

Disney All-Star Sports Resort (2011–2019)

Disney Port Orleans Resort (2007–2011)

• Led teams of 50–150 Cast Members while maintaining Disney housekeeping standards across up to 600 guest rooms.

• Managed daily housekeeping operations, staffing, inspections, and room readiness.

• Maintained exceptional guest satisfaction through prompt service recovery and issue resolution.

• Coached, mentored, and developed Cast Members and emerging leaders.

• Collaborated with Front Office, Engineering, and leadership to improve operational efficiency.

• Coordinated maintenance requests, inspections, furniture repairs, and quality assurance.

• Planned daily labor assignments based on occupancy and operational demands.

• Trained new Cast Members on Disney service standards and operational procedures. Previous Disney Roles: Experience Room Inspector (2005–2007); Housekeeping Global Facilitator (2005); General Clean Team (2004–2005); Housekeeping Warehouse (2001– 2004); Lost & Found (2001); Housekeeping Runner (2000–2001); Housekeeping Hostess

(2000)

Earlier Experience

Cafeteria Baker Citrus Park Elementary School 1993–1999

• Prepared baked goods, maintained inventory, ensured food safety, and supported daily cafeteria operations.

Technical Skills

Microsoft Office (Word, Excel, Outlook, PowerPoint), Windows, Microsoft Teams (if applicable).

Education

High School Diploma

Roseville High School

Chicago, Illinois

Additional Qualifications

Bilingual (English & Spanish)

Basic Sign Language

Contact this candidate