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Mike Grelle

@mikegrelle

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Customer experience and operations manager at Universal Orlando who grew positive guest comments 138% year over year.

United States

Message

At Universal Orlando Resort, I manage 6 leaders and about 100 frontline employees across Parking and Transportation. I grew positive guest comments 138% and cut negative comments 13% year over year by tracing repeat complaints to their causes and retraining leaders.

I led operational readiness for Epic Universe, from service and staffing plans through post-launch fixes. I also redesigned the Volcano Bay shuttle service model and resource assignments to cut peak wait times.

At Michigan's Adventure, I directed park operations through managers and supervisors, and oversaw a waterpark entrance and exit fix after building the business case and securing company funding. At Walt Disney World, I served in operations and duty manager roles, helped open Star Wars: Galaxy's Edge and Rise of the Resistance, and helped write the Animal Kingdom reopening plan.

Experience

Work history, roles, and key accomplishments

Current

Manager, Parking and Transportation

Current

Universal Orlando Resort

Jan 2023 - Present (3 years 10 months)

Manage 6 leaders and about 100 frontline employees, and work with HR, Finance, Safety, the resort hotels, and vendors on cross-departmental issues. Grew positive guest comments 138% and cut negative comments 13% year over year, with safety complaints down 14%, by tracing repeat complaints to their causes and retraining leaders.

Customer Satisfaction Service quality Escalation Management Service Recovery Customer Feedback Analysis KPI Reporting Workforce Planning Forecasting Scheduling Labor Management Process Improvement SOP Development People Management Coaching Performance Management Training and Onboarding Change Management Stakeholder Management Microsoft Office

Director of Park Operations

Michigan's Adventure (Cedar Fair Entertainment)

Jan 2022 - Dec 2023 (1 year 11 months)

Directed park operations through 3 managers and 18 supervisors, with about 250 seasonal employees. Moved inspection and compliance checks from paper to digital workflows so issues were tracked to resolution, and found a recurring safety and guest problem at the waterpark entrance and exit, built the business case, secured company funding, and oversaw the fix with Safety and Engineering.

Process Improvement SOP Development safety management Digital Workflows Business Case Development Stakeholder Management People Management Training and Onboarding

Duty Manager and Operations Leadership Roles

Walt Disney World Resort

Jan 2009 - Dec 2021 (12 years 11 months)

Held more than 10 roles across 3 theme parks, 3 resort hotels, and the sports complex, including Attractions Guest Service Manager, Attractions Leader, Guest Relations, Box Office Manager, Custodial Manager, Housekeeping Manager, and Hotel Recreation Manager. As Duty Manager, was the senior manager on call for Animal Kingdom, Hollywood Studios, Wilderness Lodge, and ESPN Wide World of Sports, maki

Guest Relations Escalation Management Service Recovery People Management Training and Onboarding Change Management Stakeholder Management Media Training