Joshua Gaze

Experience

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  Walt Disney World

  Aug 2013 - May 2018

  • Led and mentored a team of cast members in merchandising, enhancing performance and guest experience standards by instilling Disney’s values and culture into training.• Developed and implemented creative merchandise concepts that boosted guest engagement and store traffic, collaborating with cross-functional teams to optimize inventory management for peak seasons, contributing to overall sales and guest satisfaction. • Coordinated floral arrangements and gifts for Disney Fairytale Weddings and events, ensuring timely execution and exceeding client expectations through meticulous planning and attention to detail. • Performed cleaning and housekeeping duties across 30 properties, consistently achieving 100% on blind quality assurance inspections, while also training and supervising staff to uphold Disney’s high cleanliness and experience standards.

  • Merchandiser and Trainer/Supervisor at Magic Kingdom

    Dec 2015 - May 2018

  • Floral Host at Disney Event Group

    Dec 2014 - May 2018

  • Housekeeper and Trainer/Supervisor at the All-Star Resorts

    Aug 2013 - Dec 2014
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  Wyndham Hotels & Resorts

  Oct 2017 - May 2018

  Guest Services Agent at the Wyndham Orlando I-Drive Resort

  • Delivered exceptional guest experiences, managing PBX operations and communication between guests and departments.• Contributed to increased room occupancy by efficiently managing 613 guest rooms/reservations and collaborating with the front office team.• Supported the training and onboarding of new team members, ensuring adherence to experience standards.

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  Hyatt Hotels Corporation

  May 2018 - Mar 2019

  • Managed nightly operations across 8 luxury condo properties, enhancing guest experience through operational improvements and seamless communication.• Collaborated with department heads to efficiently resolve guest opportunities and foster a dynamic culture of excellence.• Developed guest experience strategies that enhanced engagement for high-end clientele. • Rotated through departments to gain a holistic understanding of business operations.• Recommended workflow improvements for the 93 owned-unit property and residences while fostering strong relationships with team members to enhance guest experiences.• Assisted in planning and executing special projects aligned with the properties’ operational goals.

  • Night Operations Manager at the Stonebridge Inn (Destination Hotels)

    Jan 2019 - Mar 2019

  • Leader in Training at the Stonebridge Inn (Destination Hotels)

    May 2018 - Jan 2019
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  Alterra Mountain Company

  Mar 2019 - now

  Front Office Manager at Clay Brook (Sugarbush Resort)

  • Led a team of 5 front desk employees in overseeing reservations of 109 owned units, achieving key operational goals and guest satisfaction metrics during FY 2024.• Onboarded and integrated 3 new hires in FY 2024, contributing to a 71.3% "Excellent" guest review rating for Clay Brook and a NPS of 60.8% for lodging resort-wide, far exceeding our target of 46.9%.• Mentored a colleague transitioning to a managerial position, providing comprehensive support and training throughout FY 2024, ensuring their success in the new role.• Spearheaded the centralization of front desk training across all resort locations, standardizing experience expectations and quality across teams as part of FY 2024 operational initiatives.• Collaborated with the Lodging Director to implement new guest experience standards, which resulted in measurable improvements in guest satisfaction during FY 2024.• Tested and verified critical upgrades to the SMS Springer-Miller system, including the one-touch automated night audit process and the room type reclassification project, streamlining operations throughout FY 2024. Show less