Abigail Armstrong

Experience

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  Walt Disney World

  May 2013 - Feb 2022

  Guest Expereince Manager

  • Lead a team of 110 direct reports through timely feedback and deliberate development• Analyze, report and coach to trends in service metrics rapidly driving performance for Resort Operations, Housekeeping, Engineering, Dining and Merchandise teams• Schedule property impact projects with partners that impact revenue and quality• Liaison for Disney Fairy Tale Weddings, RunDisney and Adventures by Disney• Audit and validate daily and monthly financial reports for multiple business units• Develop and onboard Central Inventory Management processes to resort operations• Champion local protocol and global standards for VIP resort experience• Partner with Revenue Management, DVC Member Services and Disney Reservation Center to accurately control resort inventory and resolve complex challenges• Foster an active culture of safety and sit on an emergency preparedness committee• Establish a leadership education resource center to encourage cast development• Conduct interviews and onboarding for hourly and supervisor roles within the operation• Complete Forbes Travel Guide leadership training and facilitate training to hourly cast Show less

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  Disney Cruise Line

  Nov 2019 - Sept 2020

  Sales and Service Manager

  • Lead a team of 25 agents in reaching sales goals as provided by executive leadership• Provide coaching and development through constructive feedback and application• Review Quality Assurance reports to provide service coaching and maintain standards • Facilitate sales and service training sessions with agents supporting multiple teams • Act as a manager on duty supporting multiple communities through daily operations• Task force for work at home mobilization, training and documentation due to Covid-19• Conduct industry benchmarking for Disney Fairy Tale Weddings for Disney Cruise Line• Develop client collateral for prospective and planning Disney Fairy Tale Weddings • Built digital wedding planning tools to enhance efficiency and accuracy for all partners• Support Travel Account Operations team to process refunds and future cruise credits• Maintain daily reporting for Dining to meet current booking and selling limits • Research and report on newly contracted resort locations in out port locations Show less

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  The Walt Disney Company

  Feb 2022 - now

  Trip Development Manager

  Support the development cycle of new itineraries for Adventures by Disney and National Geographic Expeditions. Conduct market and destination research for potential projects. Establish relationships and negotiate with 3rd party vendors. Identify storylines and National Geographic Society Explorer connections. Prepare and review contracting documents and cost models. Create documentation for internal partners including marketing, sales, risk management, operations, training teams. • Established standardized, cloud-based collaboration tools to enhance communication and efficiency: - Migrated Trip Development resources and processes into Microsoft Teams for multi-user resource access - Redesigned development timelines in MSProject for integrated, real-time task tracking and assignment- Built site inspection template and tools within OneNote to enhance access and communication while in the field • Developed new portfolio product's proof of concept inaugural itinerary • Assisted in the development of the Walt Disney World Resort experience for the Disney Parks Around the World – A Private Jet Adventure itinerary. Created the internal communication PowerPoint decks and Product Build• Schedule with DMCs site inspection itineraries and requirement, conducted domestic site inspections• Prepared and presented proposed new destination content to diverse executive audiences within the DSE structure • Prioritized within multiple projects on different timelines, producing timely deliverables for partners Show less