Steven Kinzig .

16627 Catalonia Dr. Riverside, California 92504 | 951.743.4872 | steven.m.kinzig@disney.com

Profile Diverse skill set with ten years of experience in management and guest
service. Hard working, reliable, creative thinker who embraces change,
and enjoys finding innovative solutions to problems.

Education Bachelor of Arts, Creative Writing, 2014

University of California, Riverside
Concentration in Fiction

Experience Disneyland Resort, Retail Operations, Working Lead June 2014 –

Present
Works with area Leadership to increase UPT/ADS and area revenue
while fostering the Disney brand of exceptional Guest service. Performs
tasks necessary to daily operation.
- Communicate operational updates to area cast members.
- Encourage cast use of courtesy initiatives.
- Model and teach the 4 keys basics to cast members.
- Provide timely business reporting.
- Engage with cast members, and follow through on their needs.
- Empower cast members to make decisions for their guests
- Provide coaching and feedback to area cast.
- Balance labor demands against revenue goals.
- Maintain and audit Daily files for completion and accuracy
- Act as a subject matter expert for fellow Lead team members.
- Update and maintain Working Lead training materials.
- Develop and implement best practices.
- Partner with neighboring lines of business.
- Research and report on business analytics
- Location merchandising.

Disneyland Resort, Retail Host June 2014 – Present

Use exceptional guest service techniques to increase average dollar
sale per transaction. Quickly learned new responsibilities, and accepted
authority.
- Deliver on the Disney promise of exceptional Guest service
- Embroidery, Hat, and Leather personalization trained.
- Offered recommendations and guidance to guests with personalization
needs.
 - Accurate Cash handling and reconciliation

Resume of Steven Kinzig, Continued.

Experience Crossroads Auto Service, Assistant Manager Mar 2000 –

May 2010
Lead a team of 16 employees with a focus on guest service and
product merchandising. Performed multiple duties required for the daily
operation of a fuel and retail sales site.
- Input daily vendor invoices.
- Reconciled weekly inventory discrepancies.
- Oversaw bimonthly inventory.
- Worked with vendors for special promotions/ giveaways.
- Performed weekly stock orders.
- Daily banking and cash reconciliation.
- Daily paperwork auditing and filing.
- Communicated operational changes to location staff.
- Trained new staff members to run location point of sale, and deliver
exceptional guest service.
- Accountable for location Business reporting.
- Accountable for scheduling and observing biannual California Air
Resource Board compliance testing.
- Spearheaded cost saving initiatives
- Worked with outside vendors on Facility improvement projects –
C.A.R.B. phase I and phase II upgrades.

Freelance, Author/Editor Mar 2012 – Present

Provide beta reading and editing for a number of online authors,
which cover a wide variety of styles. Typical jobs included:
- Maintaining the narrative voice
- Providing plot feedback and suggestions
- Checking for continuity throughout the piece.
- Monitoring grammar.

Proficiencies Microsoft Word Adobe Photoshop

Microsoft Excel Cast Deployment System
Microsoft Outlook Freedom Back Office
Microsoft Power Point Matra Point of Sale

Steven Kinzig 16627 Catalonia Dr. Riverside, CA 92504 | 951.743.4872