Andrew Lowers

Experience

• 

  Cold Stone Creamery

  Aug 2006 - Aug 2009

  Assistant Manager

  Successfully managed daily operations as a Manager at Cold Stone Creamery, overseeing a team of dedicated staff to ensure a smooth and efficient workflow. Demonstrated leadership by training, coaching, and mentoring team members, fostering a positive work environment that prioritized customer satisfaction and operational excellence.Implemented effective inventory management and cost-control strategies, optimizing resources and minimizing waste. Streamlined ordering processes to maintain optimal stock levels while reducing expenses.Played a key role in maintaining high standards of food safety, cleanliness, and customer service, contributing to the store's positive reputation and customer loyalty.Successfully resolved customer concerns and inquiries, ensuring a positive and memorable experience for every guest. Implemented feedback mechanisms to continuously improve service quality and meet customer expectations.Utilized strong organizational and multitasking skills to handle diverse responsibilities, including employee scheduling, financial reporting, and performance evaluations.Fostered a culture of teamwork and accountability among staff, resulting in increased employee morale and productivity. Consistently met and exceeded sales targets while maintaining high levels of customer satisfaction. Show less

• 

  Disney Store

  May 2010 - May 2012

  Sales Associate – Merchandise

  Excelled as a Disney Store Host, delivering a magical and immersive experience for guests by embodying the Disney brand and creating a welcoming atmosphere.Engaged with customers in a positive and enthusiastic manner, providing information about Disney products, promotions, and events, while ensuring an exceptional shopping experience.Maintained a deep knowledge of Disney merchandise, characters, and storytelling, allowing for personalized recommendations and assistance tailored to each guest's preferences.Effectively operated point-of-sale systems, processed transactions accurately, and managed cash handling procedures to uphold store financial integrity.Contributed to visual merchandising efforts by arranging displays and ensuring the store's overall presentation aligned with Disney's standards of excellence.Participated in store events and promotions, fostering a sense of community and excitement among guests. Collaborated with team members to achieve sales targets and create a magical environment.Demonstrated flexibility and adaptability by cross-training in various roles within the store, including cashiering, stocking, and assisting in inventory management.Upheld high levels of customer service by promptly addressing inquiries, resolving issues, and going above and beyond to exceed guest expectations. Consistently received positive feedback for exceptional service and dedication to creating a memorable Disney experience. Show less

• 

  Walt Disney World

  May 2011 - now

  EPCOT | World Showcase West | World DiscoveryPlayed a pivotal role as an Attractions Leader for Remy's Ratatouille Adventure, Guardians of the Galaxy: Cosmic Rewind, Test Track Presented by Chevrolet, Mission: SPACE, and Spaceship Earth. Led diverse teams of Cast Members through effective teaching, coaching, and corrective actions, fostering a culture of continuous improvement. Emphasized the importance of proficient work practices and behaviors, ensuring a high standard of performance.Proactively monitored daily staffing levels, conducted demand-driven shift coverage forecasts, and managed supplies, stock, and operating expenses to optimize operational efficiency. Implemented strategic resource allocation to meet dynamic guest demands.Responded promptly to unexpected downtimes and guest issues, demonstrating effective problem-solving skills to ensure seamless operations and uphold a high standard of guest satisfaction.Prioritized Guest and Cast Member safety, maintaining a vigilant approach to identify and address potential safety concerns. Actively sought opportunities to enhance the overall guest service experience.Upheld Disney's 5 Key basics (Safety, Courtesy, Show, Efficiency, and Inclusion) by providing ongoing education and leading by example. Ensured that these foundational principles were ingrained in the team's daily operations.Collaborated with multiple lines of business to proactively address and resolve guest dissatisfaction, embodying the "Solve for Yes" approach to turn disappointing situations into positive guest experiences.Leveraged technology, including Virtual Queue systems, to enhance both Cast Member and Guest experiences. Effectively managed crowds in an organized fashion, optimizing the use of technology to streamline operations. Show less Engaged seamlessly with Guests through My Disney Experience profiles, proficiently managing entitlements, and crafting personalized itineraries to enhance their overall experience.Provided comprehensive assistance to Guests, offering language support services, facilitating ticketing processes, managing dining reservations, and addressing special service needs with a keen focus on ensuring guest satisfaction.Played a pivotal role during a period of growth and expansion at EPCOT, serving as the central communication hub for the park. Successfully handled escalations and resolved Guest concerns, contributing to a smooth operational transition.Established effective communication channels and partnerships with various departments within the Walt Disney World Parks and Resorts properties. Collaborated extensively to address cross-functional challenges and ensure a cohesive guest experience.Proactively enhanced the Guest experience by offering detailed park logistics and personalized services. Demonstrated a "Solve for Yes" mindset, effectively addressing guest needs and exceeding expectations.Modeled and upheld the highest standards of service, embodying excellence in Guest interactions and faithfully representing Disney heritage and traditions. Set a benchmark for service quality and professionalism within the team and across the organization. Show less Provided support across multiple Disney entities, encompassing The Walt Disney World Resort, Disneyland Resort, Disney Vacation Club, and WDW Resort Research & Billing.Proactively engaged with Guests through email correspondence and phone calls, addressing inquiries and feedback regarding their recent experiences. Provided comprehensive assistance and recovery solutions, ensuring a positive and memorable guest experience.Skillfully handled escalated Guest situations, employing strong problem-solving abilities and effective communication to resolve issues promptly and to the satisfaction of the Guests.Fostered cross-functional collaboration by partnering with various departments across the company, providing valuable feedback, conducting thorough research, and facilitating resolutions to complex Guest situations.Maintained meticulous documentation by updating multiple systems to record changes, considerations, or conversations with Guests. Ensured accurate and comprehensive records for future reference and analysis.Balanced and prioritized requirements and expectations while consistently delivering world-class service to Guests, Clients, and Cast Members. Demonstrated a commitment to excellence in every aspect of Guest Experience Services.Served as the Coordinator for Guest Correspondence, Executive Correspondence, Public Affairs, and runDisney, demonstrating versatility in managing various communication channels and topics.Coordinated task force teams during unexpected or urgent closures/changes across the Walt Disney World Resort, displaying leadership and organizational skills in managing crisis situations.Achieved an outstanding overall rating of "Leading the Way" on multiple Annual Performance Reviews, reflecting consistent excellence in performance and dedication to delivering exceptional service. Show less Disney’s Animal Kingdom Theme Park | DinoLand U.S.ASpearheaded day-to-day operational decisions, meticulously analyzing and addressing daily staffing needs to optimize the guest and cast member experience.Provided unwavering support for local projects, maintaining a vigilant eye on potential impacts to ensure a seamless and enhanced experience for both Guests and Cast Members.Fostered open communication and collaboration by actively engaging with other leaders, peers, and partners. Contributed to the overall coordination of day-to-day operations, ensuring a cohesive and integrated approach.Demonstrated leadership prowess by recognizing, coaching, developing, and mentoring a diverse team of Cast Members. Prioritized professional growth and fostered a positive work environment.Played a key role in addressing operational needs, particularly in the areas of Cast Labor and scheduling. Contributed to the overall efficiency of operations through strategic management of resources.Applied adept problem-solving skills to handle escalated situations involving Cast Members and Guests. Navigated challenges with a solutions-oriented mindset, ensuring resolutions that positively impacted the overall guest experience. Show less Orchestrated and meticulously planned one-of-a-kind luxury vacation experiences by collaborating with partners. Ensured the seamless execution of individual tour groups' itineraries, prioritizing enjoyment, safety, and efficiency.Safeguarded and managed confidential information of Guests to personalize and enhance their vacation choices, demonstrating a commitment to privacy and tailored experiences.Served as a personal Disney Ambassador, sharing traditions, stories, and unique experiences with Guests, celebrities, and dignitaries from around the world. Delivered a touch of Disney magic and hospitality to create unforgettable memories.Exercised quick decision-making skills during spontaneous situations, ensuring the tour's continuity and maintaining its magical quality. Adapted seamlessly to conflicts in plans, preserving the enchantment of the experience for the Guests. Show less Provided residents with unparalleled service by serving as their dedicated personal concierge. Expertly facilitated the booking of exclusive services and experiences at the Walt Disney World Resort and within their private residences, ensuring a bespoke and memorable experience.Acted as the exclusive transportation liaison, chauffeuring residents to and from enchanting locations across the vast Walt Disney World property. Pioneered a seamless and personalized transportation service that added an extra layer of magic to their experiences.Cultivated and maintained valuable connections by proactively networking with local organizations outside of Disney. Ensured the success of resident events by fostering relationships that contributed to the community's cohesiveness and a smooth transition for special events. Show less Disney’s Art of Animation Resort and Disney’s Wilderness LodgeCollaborated seamlessly with various departments to curate personalized services for Club Level Guests, serving as their dedicated concierge at Disney’s Wilderness Lodge & Disney’s Art of Animation Resort. Ensured an elevated and tailored experience that exceeded the expectations of high-profile guests.Chosen as a resort Champion to lead training sessions for Front Desk and Concierge teams during the sophisticated integration of Disney MyMagic+ across multiple resorts. Played a crucial role in orchestrating a seamless transition to cutting-edge technology, significantly improving operational efficiency and enhancing the overall guest service experience. Show less

  • Guest Experience Manager - Operations

    Nov 2021 - now

  • Guest Relations Host

    Sept 2021 - Nov 2021

  • Disney Guest Experience Services

    Jun 2016 - Sept 2021

  • Guest Experience Manager

    May 2019 - Aug 2019

  • Disney Special Activities- VIP Tour Guide

    Sept 2014 - Oct 2018

  • Disney's Golden Oak Resident Services/Transportation Host

    Mar 2016 - Jun 2016

  • Resort Front Desk and Concierge Host | Trainer and Club Level Concierge

    Aug 2012 - Jul 2015

  • Attractions Host

    May 2012 - Jul 2012

  • Entertainment- Character Performer

    May 2011 - May 2012
• 

  Disneyland Resort

  Aug 2015 - Oct 2015

  Guest Relations

  Excelled as a Guest Relations Host at The Disneyland Resort, providing exceptional customer service and personalized assistance to park guests. Served as a knowledgeable point of contact for inquiries, effectively resolving guest concerns, and ensuring a positive experience. Skillfully managed a wide range of guest interactions, from ticketing and entry processes to providing helpful information about attractions, entertainment, and park services. Demonstrated a commitment to upholding Disney's standards of courtesy, efficiency, and guest satisfaction, contributing to the overall enchantment of the Disneyland experience. Show less

• 

  Keller Williams Realty at the Lakes

  May 2024 - now

  Realtor