Disney College Program

Guest Services Coordinator — Walt Disney World Resort

Orlando, FL | February 2022 – Present

• Managed daily operations at a high-volume guest services counter serving 10,000+ daily theme park visitors, achieving a consistent guest service rating of 98.4% through proactive engagement.
• Reconciled drawer balances up to $8,000 daily with zero variance, utilizing Disney proprietary POS systems and following strict financial compliance audit standards.
• Optimized queue management strategies for major resort events, reducing wait times for ticketing issues by 15% and streamlining guest processing speeds.
• Coordinated with a team of 40 cast members to execute park closing and crowd control procedures, ensuring 100% adherence to safety and security standards.

Operations Host (Disney College Program) — Walt Disney World Resort

Orlando, FL | August 2021 – January 2022

• Operated high-capacity ride systems and attractions, managing guest loading and safety check processes for 1,200+ guests per hour while maintaining 100% safety protocol adherence.
• Welcomed and guided thousands of diverse guests daily, resolving 30+ service inquiries per shift regarding park directions, ticketing, dining, and accessibility options.
• Collaborated with 15 international team members to execute opening and closing checklists for attractions, achieving 100% compliance with Disney service standards.
• Executed merchandise sales and inventory restocks, tracking transaction accuracy for $2,500 in daily register sales while promoting seasonal park offerings.

Guest relations, Park operations, Crowd control, POS systems, Galaxy ticketing, Cash handling, Register reconciliation, Conflict resolution, Multilingual communication, Emergency response, Inventory management, Merchandising, Cross-functional collaboration, Customer satisfaction tracking

Park Reopening Queue Optimization

Role: Operations Representative

Tools: Galaxy ticketing, Excel, Walkie-talkie communication

Redesigned guest queuing lanes at the main entrance, increasing entry throughput by 18% during peak morning rush hours.

Cast Member Safety Training Re-haul

Role: Lead Trainer

Tools: LMS, Excel, Disney Safety Guidelines

Updated the on-the-job training checklists for attraction hosts, cutting onboarding time by 3 days while maintaining a 100% safety score.

• Certified Guest Service Professional (CGSP) (2021)
• ServSafe Food Protection Manager (2022)
• Certified Hospitality Supervisor (CHS) (2023)

• Languages: English (Native), Spanish (Conversational)
• Volunteer Work: Event coordinator for local children's hospital fundraising drives (2022-present)
• Availability: Open to relocation; standard 2-week notice period