Engaging, dedicated, and animated Visitor Experience expert with a passion for education and communication
Played a key role in building the Academy Museum’s Visitor Experience program: hired a team of 80+;
developed onboarding, training, museum policies and procedures, and ongoing institutional practices
For Disneyland’s Tours programs: developed strategy, product, and training materials
Works with Visitor Services Manager to provide direction, supervision and leadership to department staff;
contributes to performance evaluations, staffing schedules
Receives visitors, orients groups to the m4ns
Performs accounts payable functions for department
Lead, Trainer: June 2016 - April 2021 Tour Guide: May 2015 - April 2021
Supervised daily operation of Guided Tours business, including: POS operations/troubleshooting, responding
to escalated guest concerns and providing service recovery, audio equipment issue and operations, organizing
labor and breaks
Directed orientation and on-the-job training to familiarize new guides, trainers, and leads with tour
content, leadership functions, and administrative duties
Developed strategy and produces creative assets to launch new offerings/product
Trainer: October 2018 - April 2021 Tour Guide: September 2016 - 2021
Co-facilitated multi-day on-the-job training for new guides; provides instruction for resort operations,
interpersonal communications, business/dining etiquette, and more
Created decks and materials to train and update new and current tour guides
Hosted talent, high-profile guests, and families at the Disneyland Resort
Trainer: September 2015 - June 2017 Host: November 2014 - April 2021
