Cristian Lopez
Garden Grove,CA
Summary
Dynamic Disney brand and Guest experience expert with exceptional communication, mentorship, and strategic planning skills. Recognized as a subject matter expert and a valuable resource across teams and departments, consistently delivering impactful results. Committed to enhancing guest and employee engagement while driving key performance metrics through personal initiative and robust support for colleagues. Passionate about fostering a collaborative environment that prioritizes excellence in service delivery and operational success.
Overview
14
14
years of professional experience
Work History
Senior Guest Experience Manager – Housekeeping/Custodial
Walt Disney Parks and Resorts – Disneyland Resort
09.2022 - Current
- Project Management – Improved workspace and work tools of the Lost and Found Office.
- Strategic planning and implementation of Project load in and preparation of a new Disney Vacation Club Property equaling 300+ new Rooms.
- Liaised for Department during a 9 month renovation of concierge lounge maintaining positive Guest experience.
- Optimized Department Salaried Leadership responsibilities and schedules.
Guest Experience Manager – Housekeeping
Walt Disney Parks and Resorts – Walt Disney World
12.2021 - 09.2022
- Redesigned Houseperson Labor strategy to align with financial and operational goals.
- Q3 FY2022 maintained an average Cleanliness Upon Arrival percentage of 69%+
- Standardized device accountability and labeling for asset control.
- Streamlined business communication via Excel spreadsheet and Microsoft Teams
Guest Experience Manager - Housekeeping/Custodial
Disney’s Yacht and Beach Club Resort and Beach Club Villas
01.2017 - 09.2019
- Appointed as an Inaugural Team “Programs Champion” by the Disney Internships and Programs team.
- Managed Room Rehab Project to bring to life the new room vision at WDW and converted 617 Guest rooms to the new design.
- Presented Disney College Program information on behalf of Recruiting and fielded inquiries regarding future employment and leadership from hospitality students from Northern Arizona University.
- Custodial YTD Walk – Highest Score in the history of the Resort as of April 2018: Low Custodial 100%/High Custodial 94%.
- Increased Custodial Public Areas year over year score from April 2017 – 59% to April 2018 – 73% a differential of +14%.
- Contributed to an overall increase to Custodial Public Areas YTD score from FY17 – 65% to FY18 – 72%, a +7% differential overall.
- Rated the top Deluxe Resort for 5 straight months for “Cleanliness upon Arrival” scores from Dec. 2017 – Mar. 2018.
- Lead 60 plus cast members to achieve the highest monthly score for “Cleanliness upon Arrival” at a 76% excellent rating in the history of the resort for April 2018.
- Increased Housekeeping “Cleanliness Upon Arrival” Score from April 2017 – 63% to April 2018 – 76%. Differential +13% Overall
- Assisted in pilot and transition of REX, HotSOS, and Medallia systems and metrics.
Full Time “Show-Keeping” Coordinator (Custodial Supervisor)
Disney Hollywood Studios
12.2016 - 01.2017
- Studied Guest survey scoring and improved Restroom operations overall cleanliness satisfaction by +3% in two- week time frame.
- Provided peer to peer development for Leadership candidates and others seeking promotion via mock interviews.
Full Time Host/Trainer/Utility Coordinator (Custodial Supervisor/Day and Overnight Services)
Disney Springs
10.2016 - 12.2016
- Special projects Cast Member to ensure park cleanliness with emphasis on attention to detail.
- Exhibited schedule flexibility within my role as: Utility, Day Custodial, Trainer and Coordinator for all areas.
Guest Experience Manager (Temporary Assignment) - Custodial/Recreation
Disney’s Blizzard Beach Water Park
03.2016 - 10.2016
- Achieved 100% on Tier 3 Custodial Audits. 3/3 Scorecards Properly Demonstrated.
- FY16 OSHA Recordable Incident Rate reduction from FY15 by 54% in custodial.
- Modified workload to have a savings of 1-3 Cast Member(s) total labor hours per week during.
- Adjusted position standards to offset labor savings of workload change and Cast area responsibilities.
- Generate and delegate project plans for hurricane preparedness and general on/off stage cleanliness.
- Composed a Standard Operating Procedures Guidebook for Custodial regarding best practices, future projects, workload distribution and general knowledge to set the operation up for future success.
Full Time Custodial - Host/Trainer (Custodial Day Services)
Downtown Disney
01.2016 - 03.2016
- Developed and implemented a new training strategy for all Cast Members to focus on Guest interaction.
Disney College Program Custodial - Host/Trainer Custodial Day Services (Internship)
Disney’s Animal Kingdom Resort and Villas
08.2015 - 01.2016
- Improved productivity of resort housekeeping warehouse by labeling shelving with photographs.
- Enhanced Guest experience with “Disney Character Water Art” in high Guest traffic areas as a trainer and artist.
Disney College Program Custodial - Host/Trainer Custodial Day Services (Internship)
Downtown Disney
02.2015 - 08.2015
- Designed and implemented new Character Water Art outlines based on new product releases and offerings.
- Facilitated training for onboarding Custodial Cast Members and leadership recertification.
Disney College Program Housekeeping – Host (Internship)
Disney’s Wilderness Lodge Resort and Villas
05.2013 - 03.2014
- Continuously recognized by leadership for the cleanliness of rooms/section.
- Inducted into the “98% Club” for obtaining a 98% or higher for room cleanliness when inspected by Quality Assurance teams.
- Promoted to concierge level based on work ethic and performance.
- Received “Applause-O-Gram” based on Guest verbatim for “Magical Moment” and attention to detail.
- Optimized storage spaces by reorganizing all shelving units in linen rooms and stock closets.
Disney College Program Custodial – Host (Internship)
Disney’s Magic Kingdom
01.2012 - 08.2012
- Coordinated workload and break distribution for Custodial team during special events.
- Formally recognized with over 30 “Guest Service Fanatic Cards” and organization-based awards.
Education
Associate of Business Administration - Business Administration And Management
Pima Community College
Tucson, AZ05.2022
Bachelor of Arts - Music Education
University Of Arizona
Tucson, AZ05.2014
Skills
- Expert Communicator
- Strategic Optimization
- Development - Mentor
- Efficient Execution
- Systems and Technology
- Guest Service Excellence
- Attention to Detail
- Employee Focused
PREVIOUS EMPLOYERS
- Target Inc.: Service and Engagement Team Lead Dec 2020 – Jan 2021
- GameStop Inc.: Assistant Store Manager Jan 2020 – Sept 2020
- Canyon Ranch Health and Wellness Resort and Spa: Program Advisor - Aug 2019 – Dec 2019
- American Multi-Cinema Inc. (AMC Theatres): Crew Member - Dec 2018 – Aug 2019
- Walt Disney Parks and Resorts: Guest Experience Manager Jan 2012 – Sept 2019
- Cinemark Theatres: Usher Nov 2014 – Feb 2015
- Abercrombie and Fitch Clothing Co.: Impact Oct 2012 – Feb 2015
- Intuit: Customer Service Representative Online Product Apr 2014 – Aug 2014
- BJ’s Restaurant and Brewhouse: Service Assistant Aug 2012 – Apr 2014
- Tucson Parks and Recreation Therapeutics: Recreation Employee - May 2010 – Aug 2011
Timeline
Senior Guest Experience Manager – Housekeeping/Custodial
Walt Disney Parks and Resorts – Disneyland Resort
09.2022 - Current
Guest Experience Manager – Housekeeping
Walt Disney Parks and Resorts – Walt Disney World
12.2021 - 09.2022
Guest Experience Manager - Housekeeping/Custodial
Disney’s Yacht and Beach Club Resort and Beach Club Villas
01.2017 - 09.2019
Full Time “Show-Keeping” Coordinator (Custodial Supervisor)
Disney Hollywood Studios
12.2016 - 01.2017
Full Time Host/Trainer/Utility Coordinator (Custodial Supervisor/Day and Overnight Services)
Disney Springs
10.2016 - 12.2016
Guest Experience Manager (Temporary Assignment) - Custodial/Recreation
Disney’s Blizzard Beach Water Park
03.2016 - 10.2016
Full Time Custodial - Host/Trainer (Custodial Day Services)
Downtown Disney
01.2016 - 03.2016
Disney College Program Custodial - Host/Trainer Custodial Day Services (Internship)
Disney’s Animal Kingdom Resort and Villas
08.2015 - 01.2016
Disney College Program Custodial - Host/Trainer Custodial Day Services (Internship)
Downtown Disney
02.2015 - 08.2015
Disney College Program Housekeeping – Host (Internship)
Disney’s Wilderness Lodge Resort and Villas
05.2013 - 03.2014
Disney College Program Custodial – Host (Internship)
Disney’s Magic Kingdom
01.2012 - 08.2012
Bachelor of Arts - Music Education
University Of Arizona
Associate of Business Administration - Business Administration And Management
Pima Community College
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