Justin Lee

Experience

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  Florida State University Visitor Center

  Jan 2016 - May 2019

  Leader of Office Training & University Ambassador

  -Provide informative two-hour walking tours to prospective students and families (up to 35 guests per trip)-Become familiar of all of the university’s departments and their highlights to answer guest questions effectively-Conduct large group tours for upwards of 100 high school students and chaperones at a time-Execute tours for high profile guests while catering for immediate needs that arise in a highly flexible manner-Operate the call center and worked in a dynamic team to complete office and administrative tasks efficiently-Welcome guests while providing information and solving guest and technical issues during check-in-Dictate the staffing arrangements and guest assignment for dispatching tours that cater to guest interests-Design, facilitate, and implement a new office training process for upwards of 30 new hires each semester Show less

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  Walt Disney World

  Jun 2017 - Jan 2018

  Attractions Host | Kilimanjaro Safaris (Disney College Program)

  -Catered to guest needs with the world-class standard of hospitality guests expect from Walt Disney Parks and Resorts-Resolved guest situations and conflicts consistently through guest recovery efforts that encouraged return visits-Validated reservation times and assisted individual guests with planning activities to personalize the experience-Showcased elevated levels of guest service while working under stressful, fast-paced, and safety-critical situations-Organized and dispatched guests into vehicles efficiently to increase attraction yield of 3000 guests per hour-Delivered a lengthy educational spiel to upwards of 36 guests in an engaging manner repeatedly-Drove a large company vehicle while monitoring for safari animals and guest safety through narrow, rugged roads-Volunteered in Hurricane Irma recovery team to ensure a positive and safe experience for guests after the storm-Specialized Coursework: Disney Heritage, Disney Hospitality and Guest Service, Disney Event Operations Show less

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  Loyola Conference Service

  Apr 2018 - Aug 2018

  Manager, Guest Services and Room Attendants

  -Trained and developed staff while restructuring the training process and policies of the organization-Scheduled employees based on forecasted occupancy to ensure a cost-efficient operation-Conducted regular performance reviews with staff and staff leads to assist with role development-Maximized the guest experience by reviewing Guest Surveys and immediately acting upon guest feedback-Served as a resource to resolve all guest conflicts and staff conflicts while protecting operational needs-Maintained communications with all partners to ensure maintenance and security requests are fulfilled-Resolved escalated guest situations and requests with proper follow-up of all parties involved-Inspired and motivated high-levels of guest service to the employees’ culture and daily operation Show less

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  The Walt Disney Company

  Jun 2019 - Apr 2020

  Disney Hospitality Leadership Program - Housekeeping | Disney’s Animal Kingdom Lodge

  -Increased year-over-year cleanliness upon first arrival scores by double digits each month-Developed recognition program based on survey reporting to build Cast Member ownership of cleanliness scores-Created assignments to clean section of 263 rooms in an 1188 room resort undergoing refurbishment daily-Partnered with multiple departments to effectively manage the operation and perform Guest Service Recovery-Inspected Guest Rooms and provided critical feedback to both recognize and to hold accountable Cast Members-Monitored guest surveys and developed strategic plans to increase cleanliness and courtesy scores-Responded to Guest medical, resort safety, and evacuation incidents as a first responding leader-Understood financial implications of various operating decisions and determined best overall plan of action-Prioritized cleaning of check-outs and VIP (celebrity/executive) rooms to ensure ready rooms upon guest arrival-Focused on Cast Member safety through constant training of safe body motions and hazardous materials-Engaged and built relationships with Cast Members to further their personal and professional development-Fostered an open atmosphere to encourage communication and a sense of community and teamwork-Supervised Housekeeping Base for accurate processing of lost and found, guest laundry, and work orders-Monitored key access control and performed audits of key and lock history-Identified and held accountable corrective action needed for furniture, engineering, and painting concerns-Performed tasks of a Housekeeping Process Manager (HPM) when needed- such as opening the resort boards, dictating houseperson assignments, forecasting and adjusting daily staffing, and data entry into WorkBrain.-Worked in Hurricane Dorian Ride Out Crew and COVID-19 Resort Skeleton Crew.-Worked on a cohort project analyzing and redeveloping the approach to the first week of onboarding for a Cast Member at Walt Disney World. Show less

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  Opal Collection

  Jul 2020 - Apr 2021

  • Led as the Front Office Department Head and PM Manager on Duty of a AAA Four Diamond Resort• Responded to emergency Guest medical / legal situations and escalated Guest / Associate complaints and conflicts• Created and piloted new systems and policies to enhance the Guest experience and increase operational efficiency• Interviewed, hired, scheduled, and conducted one-on-one meetings with associates and front-line managers• Managed the resort’s boutique: approved invoices, processed online PrestoMart orders, pricing, and inventory• Troubleshooted operational challenges through Opera Property Management System while teaching associates Show less

  • Resort Manager | Hutchinson Shores Resort and Spa

    Oct 2020 - Apr 2021

  • Front Desk Agent

    Jul 2020 - Oct 2020
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  The Walt Disney Company

  Apr 2021 - now

  • Act as relief Housekeeping Process Manager, managing the labor needs, tracking, distribution, and its functions• Increased monthly Guest Service Metric of my section by 16% within 7 months of taking ownership of an area• Reduced overtime caused by extensions in my section by 90% within 5 months of taking ownership of an area• Facilitate a Leadership Development Program for high-performing Cast Members through site visits and classes• Champion as the leader primarily responsible for the professional and skill development of the Coordinator team • Analyze Guest Service Metric data and reports to formulate impactful communication of results to Cast Members• Investigate incidences for performance management within the guidelines of a collective bargaining agreement• Build relationships with a diverse team primarily composed of new hires to further training and development• Manage multiple competing priorities, projects, and follow-ups in a timely and simultaneous manner• Make operational decisions in ambiguous scenarios that meet the needs of the Cast Members, Guest, and Business• Serve as a mentor for hourly Cast Members in the "Mano a Mano" Business Employee Resource Group Show less • Trained, developed, and supported new salaried housekeeping leaders for the offsite DVC Beach Resorts• Chaired the Coordinator Meetings to develop their understanding of Guest, Cast, and Business needs• Championed the development of weekly breakout presentations that utilize themes from Guest Verbatims• Navigated through critical staffing challenges due to the COVID-19 pandemic with extreme flexibility• Evaluated year-end performance reviews to Cast Members and informed them of changes to their compensation• Ensured 100% of rooms are inspected: consistently achieving the top cleanliness scores across the company• Reviewed, edited, and approved timesheets on MyTime that reflect accurate Cost Centers and Work Details Show less

  • Project Manager | Integration and Planning | WDW Experience Optimization

    Jan 2024 - now

  • Guest Experience Manager - Housekeeping | Disney’s Port Orleans Resort - Riverside

    Mar 2022 - Jan 2024

  • Guest Experience Manager - Housekeeping | Disney’s Vero Beach Resort

    Apr 2021 - Mar 2022