Tommy Zilinski
Guest Experience Manager at Walt Disney World
- Role
- Guest Experience Manager at Walt Disney World
- Location
- Orlando, FL, US
- LinkedIn followers
- 500 followers
About Tommy Zilinski
Optimistic Leader | Entrepreneurial Mindset | Servant Leadership | Solution-Oriented |…
Experience
Guest Experience Manager
May 2021 — Present · Lake Buena Vista, FL, US
Guest Experience Manager at Disney\'s Polynesian Village Resort. Previously at Disney\'s Hollywood Studios.•Lead teams of over 200 direct reports at several park and resort locations through immense organizational change. •Managed 14 retail stores across three areas with combined annual revenues surpassing $100 million. •Influenced and inspired Cast Members to set a new Guest Satisfaction record at 92% and score 80% or higher for eight consecutive weeks by establishing a shared vision for success. •Shattered sales records in multiple stores by creating and streamlining processes and strategies designed to increase efficiency while also improving Guest service and increasing satisfaction. •Managed multiple tasks and thrived under pressure while maintaining a courteous and positive image and energy. •Analyzed and interpreted large sets of data using Microsoft Excel and various reporting tools powered by Tableau to make data-driven decisions that positively impacted operations and business results. •Used PowerBI to gather, format, and automate data sets, then integrated results into Microsoft Office apps.•Examined existing processes to find opportunities for improvement, and provided recommendations both in writing and in presentations to senior managers and company executives. •Provided training and developmental opportunities to Cast Members by actively monitoring the operation and hosting weekly mentorship sessions with homeroom Cast. •Optimized labor and calculated appropriate staffing levels using GEMS scheduling software and real-time KPIs.•Partnered with other locations and lines of business to identify best practices, implement them in the area and scale to increase Cast and Guest impacts while driving business results.
Skills
- Creative Writing
- Time Management
- Entrepreneurship
- Social Media
- Social Media Marketing
- Microsoft Excel
- Powerpoint
- Outlook
- Customer Service
- Critical Thinking
- Management
- Team Building
- Photoshop
- Social Networking
- Microsoft Word
- Microsoft Office
- Sales
- Windows
- Marketing
- Leadership
- Writing
- Public Speaking
- Teamwork
- Blogging
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