Open to opportunities

Marc Scaffidi

@marcscaffidi

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Customer-focused operations leader skilled in team development, guest experience, and operations.

United States

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What I'm looking for

I seek a guest-focused operations role where I can lead teams, improve customer satisfaction, optimize processes, and grow into broader operational leadership.

I am a detail-oriented, customer-centric operations leader with extensive experience managing high-performing teams in fast-paced, guest-focused environments.

Across roles from Walt Disney World to regional attractions and hospitality operations, I have led teams of 30–50+ staff, streamlined daily operations, and trained employees to uphold elite service standards.

I have a proven track record of improving customer satisfaction and online ratings, resolving escalated issues with empathy, and using data and KPIs to drive operational improvements and reduce shrinkage.

I am proficient with front-office and operations systems including HotSOS, LILO, IMS, PMS, Lightspeed, CastAPP, and Microsoft Office, and I bring strong skills in scheduling, inventory control, loss prevention, and vendor/facility coordination.

Experience

Work history, roles, and key accomplishments

New Building Opening Operations Supervisor

Conway Community Center

Jun 2025 - Nov 2025 (5 months)

Oversaw daily operations of a high-traffic community facility, supervised front desk/maintenance/programming staff, and managed scheduling and vendor coordination to maximize utilization and revenue.

Facility Management Scheduling Staff Training Event Operations Customer Service Microsoft Office Inventory Control

Operations Lead

Belk

Jun 2024 - Jun 2025 (1 year)

Streamlined store operations including inventory, merchandising, and cashier functions; led and trained associates and implemented loss prevention protocols to reduce shrinkage and improve profitability.

Inventory Management Merchandising Loss Prevention Staff Training POS (Lightspeed)KPI Analysis Customer Service Scheduling

People Manager

Newks Eatery

Jan 2024 - Jun 2024 (5 months)

Supervised and trained front-line staff, managed scheduling and inventory, handled cash and compliance, and implemented customer feedback initiatives that improved online ratings and service quality.

Staff Training Scheduling Inventory Control Cash Management Customer Service Financial Reporting

Attractions Manager

Malys Entertainment

Mar 2023 - Jan 2024 (10 months)

Managed scheduling for 50+ staff, optimized labor costs, trained and evaluated team members, and used data-driven insights to improve cross-department collaboration and operational flow.

Scheduling Training Guest Relations Customer Service

Food & Beverage Server

Walt Disney World

Nov 2022 - Mar 2023 (4 months)

Delivered high-quality dining experiences, collaborated with kitchen and service teams during peak hours, and engaged guests to enhance satisfaction and tips.

Team Collaboration POS Customer Service Food Safety

Customer Service Leader

Walt Disney World Resort

Jan 2015 - Nov 2022 (7 years 10 months)

Led a front office team of 30+ Cast Members at a top-ranked resort, mastered HotSOS/LILO/IMS/PMS to streamline guest operations, and resolved escalated guest situations to maintain elite service standards.

Hotsos LILO PMS Team Leadership Guest Recovery Staff Training