As part of our on-going “5 Minutes With” series, every month we’ll introduce you to a new member of our Disney Meetings team at Walt Disney World Resort in Florida, Disneyland Resort in California or Aulani, a Disney Resort & Spa in Hawaii. Whether they work in our Disney Convention Resorts, Theme Park Operations, Event Services, Sales, Entertainment or dozens of other event-support areas, these Cast Members and their teams are responsible for creating magical experiences and unforgettable events for meeting and event industry professionals, and their important attendees and guests, every single day.
Let’s meet Ross Feezel, Convention Center Concierge* at Disney’s Coronado Springs Resort:
Tell us about your role.
My role as a Convention Concierge is to assist our event-planner clients and their guests to ensure they all have an exceptional experience during their meeting or event. I also work as a liaison between catering and event services. My main goal is for groups to want to come back. I work towards this goal by paying attention to details and listening to the group’s wants and needs. It is so important that we have a relationship with the event planner and their attendees, and we can achieve that by going above and beyond and providing great service.
Can you tell us about a typical day at work?
I try and set myself up for success each day. One of the ways that I do this is by preparing my work the previous day so that I know what to expect and can start each day ready to serve our meeting and event planner clients. Then, the following day, after checking e-mail and meeting with my leader for updates, I check in with our clients to greet and assist them any way I can. I really try to be that friendly face that a planner feels comfortable talking to or coming to with any concerns or request, and I keep myself available and visible by walking the convention floor. I also check on meeting rooms and find out which rooms we need to make available and show-ready for our groups.
Additionally, I ensure that any food buffets or set-ups on the convention floor are properly signed with the group’s name, that the reader board is updated correctly, and that the meeting rooms are properly labeled. Then, when a group has a break in their sessions, I notify the teams and assist them with refreshing the meeting rooms.
How do you and your team work with meeting and event planners?
We work very closely with meeting and event planners when they are onsite. I strive to get to know the group’s objectives and purpose of their meeting so that we can be best prepared to assist them with their needs. For example, we’ll go over the Banquet Event Orders (BEOs) and make sure we know ahead of time about any special requests. We want to help ensure that their attendees will have a successful and enjoyable experience.
It’s exciting when these planners you work with for so long keep coming back because of the level of service your team provides. I am very proud of our returning groups. Many of them have been coming back for over 17 years and have become like friends. I really get to know them on a professional and personal level as they truly become part of our Coronado Springs family. Our cast members make it a point to make them feel at home and let them know that they are always welcome here.
Can you describe one of the most interesting or unique challenges you’ve had to overcome in your role?
At times, we will host very large groups at the same time that we have smaller groups in-house, and we strive to ensure both parties have a successful event. Every group is a priority to us and we want to make sure that everyone who is part of a meeting or event at Coronado Springs Resort feels that way.
What is your favorite part of your role?
My favorite part of my role is meeting so many different people who are here for a meeting or event. I love being able to help them have a successful meeting and a magical time with us. The best part by far is seeing all the planning come together and having groups return year after year to host a meeting or event.
What challenges/inspires you every day?
My role inspires me every day. Having the opportunity to take part in making magic has given me many great memories and introduced me to so many different individuals who have become like family.
*This complimentary service is available onsite at the Disney Convention Centers on a limited basis, depending upon business needs.