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Work Background
Disneyland HotelGuest Service Team Lead
Mar. 2022 - Oct. 2022Anaheim, California, United StatesSupervise staff of 30+ to provide stellar guest service, liaising with Housekeeping, Engineering, Bell Services and Valet.
Manage inventory for 900+ rooms, process payments, and review and incorporate guest feedback to maintain Medallia Score.
Disneyland ResortCrew Trainer
Jan. 2022 - Nov. 2024Anaheim, California, United StatesInform and motivate staff from across all of the Disneyland Resort Hotels (including the Disneyland Hotel, Paradise Pier Hotel, and Disney’s Grand Californian Hotel and Spa), in all departments and responsibility levels, about organizational developments and implementing procedural tools to enhance guest enjoyment (such as Genie Plus, Lightning Lanes, and Magic Band).
Guide new Agents in a comprehensive 10-day program through all Guest Services roles (Front Desk, Phone Center, Guest Service Desk, and Lobby Ambassador), including all shifts, software, and scenarios, to exceed Forbes Standard specifications.
Disneyland HotelConcierge
Nov. 2021 - Nov. 2024Anaheim, California, United StatesProvide top-tier experience for cherished club-level guests, researching and accommodating preferences before and after arrival, personalizing tours and recommendations, making dining and spa reservations, and obtaining tickets and upgrades.
Disneyland HotelTour Guide
May. 2019 - Nov. 2024Anaheim, California, United StatesHost historical and informational one-hour tour of hotel property for guests - Disneyland Hotel
Disneyland ResortCorporate Trainer
Feb. 2019 - Nov. 2024Anaheim, California, United StatesLead weekly Disney University orientation of 200+ diverse new hires across all Resort facilities and departments (including Hotels, Transportation and Parking, Security, Emergency Services, Vacation Planners, Park Greeters, Guest Relations, Food and Beverage, Retail, Entertainment, Health Services, Custodial, Attractions, Photo Imaging, Cosmetology, Parade and Show Support Support, Pyro Technicians, and Costuming) in an all-day inspiring immersion of lectures, breakouts, role-playing, and engaging in-park activities, to embody the Five Keys of Safety, Courtesy, Inclusion, Show, and Efficiency.
Disneyland HotelGuest Services Associate
Feb. 2019 - Nov. 2024Anaheim, California, United StatesWelcome and excite guests to their stay, acting as ambassador for the brand, offering a seamless registration and checkout process, including cheerfully assigning and upgrading rooms, activating keys, coordinating room readiness, accepting payment, making reservations and accommodating special requests, personally contributing to a phenomenal visit and a loyal repeat customer.
Ashley Montagu InstituteOffice Manager
Feb. 2006 - Dec. 2021Los Angeles, California, United States
The Montecchiani GroupOffice Manager
Jan. 2005Los Angeles, California, United StatesManage and maintain bustling motivational therapy practice with celebrity clientele, coordinating media appearances, group workshops, and individual sessions, scheduling and invoicing clients, booking venues, designing and maintaining technology systems, and engineering and editing audio-recordings and RSS feeds for podcasts and online academies.
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