Earn a position with the Catalina Island Chamber of Commerce, which provides high quality general information and service to all Guests of Catalina Island, specifically in their Marketing Department as the Events & Electronic Marketing Manager, which would include managing social media sites, various databases and annual & pop-up events, while increasing the global connectivity of island businesses and happenings with its visitors and residents.
Jan 2011 - Present
While working for the DC-3 Gifts & Grill I have had the opportunity to create the Safety Program, oversee the design and updates to our new company website and work with groups of all sizes to create menus and assist with planning their journeys on Catalina Island. This has really helped me refine my skills in the area of time management and prioritization. Working in the fast pace of the DC-3 Grill during tour bus rushes and Summer BBQs where we are assisting large groups of people in relatively short amounts of time has solidified my view of how important planning is and how great planning and communication can create great events.
Jul 2009 - Oct 2010
The day that I was laid off from Disney, I contacted Eric Cederwall at the Island Company and within the week I was back in my old position for Discovery Tours as Field Support. I had previously held the same position prior to working for Disney (from May 1999 to January 2005). The Island Company was in the middle of a lot of big changes and I hopped right on board, setting up the job aids and binders of job knowledge for all four cross-channel carriers and over a dozen and a half hotels and businesses that were ready to sell Island Company products including the new Zip Line, cabanas and other tickets and tours directly to their Guests. I set up training times with each business, went into their location, completed the updating and signing of contracts for these business partnerships, supplied the training and did on-site trouble shooting when necessary. I was the main point of contact for each of these businesses and was often getting several calls a day while maintaining my regular schedule of working in the ticket booths and providing tours along with supervising the operation with Tracy Larsen and Cindy Lyon. It was extremely beneficial to have prior knowledge of hotel inner workings, folios, Guest flow and common Guest questions that would arise. I was able to form good working relationships with a number of the hoteliers and their staff.
Apr 2005 - Jun 2009
Guest Services Manager, Disneyland Hotel Front Desk
Working for the Walt Disney Company was truly magical. The amount and caliber of training I received in five years was amazing! I had already had a strong background in customer service training from the Island Company and from my previous island employers (Yoshi's, Island Photo, Catalina Island Travel & Convention Bureau) - when I was working for SCICo between 1999 & 2005, they were making use of Disney's SERVICE model and Four Keys (Safety, Courtesy, Show, Efficiency).
Disney's training blew me away. From the general training to work at the Front Desk (one week backstage, two weeks onstage), to the training to become a ticket specialist, Trainer, Lead, Global Lodging Trainer & finally Emerging Leader and Manager, there was not a day where I wasn't learning something new. Advancement and recognition were standards based, so there were always new goals to be met, new challenges to take and new ways to look for solutions to improve the Guest experience, the morale of the Cast or the bottom line. I love that this company reinforced in me the joy in always improving, always striving for something that is just a little better, a little more. There are training notebooks I've held onto that provide tidbits of knowledge and gems of inspiration when needed.
I was able to run point on several Cast events held in our area including several reward and recognition events which included tours throughout the Resort and backstage, lunches or dinners on and off property and involved several departments. These usually consisted of between 15 - 35 people and were as short as a lunch break or as long as a half day event.
The technical training I learned included LMS, LMS GUI, Galaxy Ticketing Systems plus a host of Disney built systems for reservations and dining, VIP Guests, key encoders, attendance tracking for Cast, reward and recognition tracking, Guest comments & calls tracking and many other programs that were used on a daily basis throughout the Resort, which at the time employed just over 22,000 Cast Members. We also made use of MS Office extensively , utilizing Outlook, Publisher, Excel & Word on a daily basis for general communication between departments and properties.