Designers of Business Development and Experience Improvement
MMG’s independent consultant team of former long-time Disney executives and experts led key departments and lines of business across the Global Walt Disney Parks and Resorts business segment, including theme parks, resorts, waterparks, timeshares, and cruise lines, as well as ESPN, the worldwide leader in sports.
COMPANY FOUNDERS
Cal Almaguer, Founding Partner
Sales and Customer Experience Development/Contact Center Operations and Optimization
An accomplished sales and customer experience executive with proven leadership in driving top-line revenue growth for the Walt Disney Company. Cal is an expert in building world-class customer experiences by providing the strategic direction necessary to create memorable experiences. As a member of the Disney Cruise Line launch team and the former Vice President of Sales and Travel Operations for Disney Destinations, Cal has a track record of success in salesforce and contact center environments. Under his leadership, the Disney Reservation Centers in Florida and California achieved record operating income growth, while surprising and delighting millions of Guests around the world. Likewise, his sales organization delivered record revenue results for Walt Disney World, Disneyland, Disney Cruise Line, Adventures by Disney, and Disney’s Aulani Resort & Spa. After a distinguished 20-year Disney career, he founded The MagicMakers® Group with partner and fellow Disney executive Rob Mauldin.
Cal holds Bachelor Degrees in Chemistry and History from the University of Miami, and a Master's in Business Administration from Florida International University.
Cal Almaguer
Cal Almaguer, Founding Partner
Sales and Customer Experience Development/Contact Center Operations and Optimization
Rob Mauldin, Founding Partner
Business Transformation and Experience Development
A results-oriented, entrepreneurial executive with a passion for delivering high-quality, customer-centric experiences, Rob has an impeccable record for developing and delivering innovative solutions that increase revenue and profitability. Rob was a member of the Disney Cruise Line launch team and was a key executive in the Entertainment organization that led the transformation of Disney's consumer photography service, Disney PhotoPass, at Disney theme parks around the world. Rob’s vision, business acumen, and knack for turning strategies into execution navigated his organizations through rapid technological change and prepared them for the challenges of tomorrow. After a distinguished 21-year Disney career, Rob founded The MagicMakers® Group with partner and fellow Disney executive Cal Almaguer.
Rob holds a Bachelor’s Degree in Business Administration focusing on Finance and Entrepreneurship from Baylor University.
Rob Mauldin, Founding Partner
Business Transformation and Experience Development
Joanna Bradford
Strategic Planning, Valuation, and Financial Modeling
With over 25 years of experience in strategic planning, valuation, and financial modeling, and revenue and profit maximization, Joanna has a proven track record for combining analytics and strategic insights to solve complex business challenges and drive growth. Her experience has spanned the travel and entertainment industry, including theme parks and attractions, hotels, timeshare, and fractional ownership, airlines and travel agencies, and retail, dining, and entertainment. Joanna spent 15 years at the Walt Disney Company in key leadership positions across business development, strategic planning, and finance. She led feasibility analysis and valuation for major new projects across most of Walt Disney World’s lines of business. She also spearheaded long-term strategy development for the company’s Information Technology and Entertainment departments.
Joanna holds BA in Economics from Bucknell University and an MBA from the University of Virginia’s Darden Graduate School of Business.
Joanna Bradford
Joanna Bradford
Strategic Planning, Valuation, and Financial Modeling
Tony Bruno
Resort Development and Operations
Tony is a seasoned hospitality professional with strong functional acumen and a guest-centric service approach. His impressive career spans more than 40 years, starting at Marriott's Rancho Las Palmas Resort in Rancho Mirage, California during which it was awarded the prestigious AAA five-diamond award. Tony then worked for the Bass Brothers’ Worthington Operating Company as it helped convert the Americana Hotel into an award-winning AAA four-diamond property.
Tony’s Disney journey began in 1988 as F&B Director and Resident Mgr. of the Disneyland Hotel. In 1995, after a successful acquisition, Tony was named General Manager of Disney’s Paradise Pier Hotel. He became part of the development team for Disney’s Grand Californian Hotel and Spa and was the Hotel’s opening GM. Shortly thereafter, Tony was promoted to Vice President of the Disneyland Resort Hotels and the Downtown Disney District at the Disneyland Resort in Anaheim, where he oversaw the operation of three Resort Hotels and Downtown Disney. He also led Disney Vacation Club’s expansion to the Grand Californian, a $155M renovation of the Disneyland Hotel, and numerous development reviews in Anaheim, Newport Beach, and other destinations. Tony’s strategic talents led him to evaluate regional resorts, spa strategies, and acquisition opportunities around the country, reporting to the President of Walt Disney Parks & Resorts. This ultimately led to the Disney Vacation Club’s expansion to Hawaii with Disney’s Aulani Resort in Ko’olina, HI. Tony’s F&B talents led to the successful introductions of Napa Rose Wine Country Cuisine, Storyteller’s Café, Yamabuki, Stromboli’s Ristorante, and Goofy’s Kitchen.
Not resting on his laurels after Disney, Tony facilitated Westin Maui’s new CapEx Strategy in preparation for the successful sale of the property and spent several years working with Great Wolf Lodge’s family of Water Park Hotels.
Tony Bruno
Tony Bruno
Resort Development and Operations
Gabryel Cosanni
Digital & E-Commerce
In an ever-changing landscape of customer-centricity, Gabryel has a successful track record of combining his data analytics expertise with his experience in technology platforms to solve complex organizational problems. A passionate “data geek”, Gabryel’s ability to create order out of data chaos has allowed him to develop strategic approaches for creating new growth drivers while delivering a more personal relationship with the customer and significantly improving the customer experience.
During his 20 years at the Walt Disney Company, BMW, Darden Restaurants, Silversea Cruises, and Universal Orlando Resort, Gabryel honed his passion for the importance of using data to put the guest first and create a memorable (and profitable) customer journey. In doing so, he enabled these top companies to drive additional business value from their data through CRM, customer experience journey mapping, digital strategies, marketing program optimization, and data-driven organizational design. Throughout his work, he continued to optimize the holistic customer experience approach.
Gabryel holds a Bachelor’s Degree in Management Information Systems from the University of Central Florida, and an MBA from Stetson University.
Gabryel Cosanni
Gabryel Cosanni
Digital & E-Commerce
Jack Feivou
Creative Entertainment
With over 30 years of creative entertainment experience, Jack has worked in non-profits, performing arts centers, amphitheaters, and major theme parks throughout the world as a Stage Manager, Production Manager, Producer, General Manager, and ultimately as President and CEO. He understands the intricacies and global vision of the entertainment business. His years of experience have taught him that we manage things, and we lead people.
Early in Jack’s career, he worked as a stage manager and technical director for a number of theatre companies including the Nickerson Theatre, Theatre Works, Albany Berkshire Ballet, and Dennis Wayne Dancers. Additionally, he was part of the producing team for the Effie Awards, the Philadelphia Thanksgiving Day Parade, the Chicago Magnificent Mile Holiday Processional, and multiple marketing special events. For the launch of Karastan Carpets new line, Jack stage-managed an innovative Haute Couture fashion show with models matched with each new carpet design, including one dressed totally in Karastan carpet. He spent seven years as the Events and Operations Manager for Trinity College, where he also taught stage management.
Jack’s Disney career began in 1997 as a production manager for convention and special events at the Walt Disney World Resort. He managed over 200 events in his first year, and over the next four years produced marketing events in Orlando and New York City for Walt Disney World and Disney Cruise Line. As part of the initial launch of Disney Cruise line, Jack produced an event in the middle of Times Square, transforming it into a tropical paradise in the middle of February with sand, palm trees, tiki huts, and families in beachwear. That single event received hundreds of media hits and led to a multitude of vacation bookings.A Lifelong lover of dance, Jack left Disney for a time when he was offered an opportunity to lead the Boston Ballet as Director of Artistic Operations and Chief Operating Officer. Working closely with the Artistic and Executive Directors, he ran both production and daily operations of the company, saving over $400,000 in operating costs which was reinvested back into the creative.
Jack returned to Disney to produce the longest running show at the Magic Kingdom® Park, "Dream Along with Mickey", and join the Emmy Award-winning production team of the 2005 Walt Disney World Christmas Day Parade.
Capitalizing on this success, Jack produced Disney on Parade at Hong Kong Disneyland® Resort, the resort’s first parade. He also stage managed many of the grand-opening’s biggest events. As General Manager, Entertainment Operations, Jack led a cast of more than 800 in the day-to-day operation of various stage shows, atmosphere entertainment, character experiences, and photo imaging that delighted millions of Walt Disney World guests each year.
After his final years at Disney, Jack served as President & CEO of Fox Associates where he led the Fabulous Fox Theatre in St. Louis, the third largest touring roadhouse in the country. The company also included MetroTix and Fox Theatricals, which produces Tony Award-winning Broadway shows. Jack later joined Universal Creative as a Senior Show Producer, leading the creative team that will soon bring to life a new land, including attractions, restaurants, retail, and live entertainment for the future Universal Beijing Resort.
Jack has been a member of the United States Institute for Theatrical Technology since 1991, serving multiple roles including the Vice President for Conferences, Vice Commissioner for the Stage Management Mentoring Project (SMMP), Commissioner for the Management Commission, and a Director at Large. Jack was a SMMP Mentor for over ten years and has presented at over 17 conferences. One of Jack’s passions is giving back to the industry by mentoring the next generation of theatre practitioners.
Jack Feivou
Jack Feivou
Creative Entertainment
Kenny Funk
Retail Strategy/Planning, Business Insights & Analytics, & Revenue Maximization
Kenny brings over 30 years of senior executive level global multi-channel retail & wholesale, food & beverage, attractions and entertainment experience to our group. His tenure with top hospitality brands including The Walt Disney Company and Great Wolf Resorts provides an unparalleled cross-discipline blend of brand strategy development, product innovation, guest-centric operational execution, outlet concept design & delivery, business insights & analytics, supply chain & sourcing strategy, business systems, and financial planning in the areas of retail, attractions, food & beverage and entertainment.
Relentlessly focused on the entire product/menu life cycle and customer experience journey, he has been able to consistently deliver significant top line, bottom line, and guest experience results at every stop of his career. Kenny is highly regarded for developing cogent and understandable business strategy in all hospitality revenue channels by keeping pace with changing customer shopping and dining dynamics.
Having generated product development, supply chain & sourcing strategy in addition to planning systems & mechanics representing annual revenues of over $3B and receipts at cost totaling over $1B annually, he provides a cash-flow focused keen understanding of the balance between maximizing revenue potential and minimizing the balance sheet impacts of carrying costs and rationalizing operational costs.
Distinguished for his ability to readily identify business process gaps, he has been able to create holistic systems strategy and implementation plans at the highest level to support the needs of a growing and changing business. This includes various POS, sourcing, and planning systems integrations to company enterprise financial systems to ensure fiscal harmony and facilitate near-real-time reporting. Oracle, SAP, Micros, Kleinschmidt, Coupa, DataWorks are among the various support systems he’s introduced and/or optimized throughout his career.
Additionally, his experience in leveraging internal proprietary brands coupled with his understanding of the value of introducing business-driving licenses such as Build a Bear, LEGO, Crayola, Columbia Sport, Nike, Swarovski among others has driven non-traditional and incremental revenue opportunities across bricks & mortar as well as e-commerce channels.
A frequent speaker on the topics of leadership development and strategy development at companies and organizations such as Chase, Sony, Society of Human Resource Managers, Kenny is recognized as a visionary catalyst for change in organizations across a spectrum of industries.
Kenny holds a bachelors degree in Business Administration from SW Oklahoma State University and has served on the IAAPA retail board of directors, the Johnson University board of directors among other community and not-for-profit experiences.
Kenny Funk
Kenny Funk
Retail Strategy/Planning, Business Insights & Analytics, & Revenue Maximization
Barry Jacobson
Hospitality Strategy & Premium Service Development
A talented and engaging hospitality executive, Barry has compiled an impressive breadth of experience in a multitude of successful Disney businesses over his 37-year career. His business savvy and empowering “people first’ leadership philosophy helped deliver world-class personalized guest, member, and customer experiences by developing a culture that supports the flawless delivery of service excellence. Barry leads with influence and purpose, establishing sustainable processes and ensuring all stakeholders are enrolled, engaged and enabled. In this way, Barry has been able to transform cultures into consumer centric, customer responsive and growth-driven teams that deliver revenue and margin improvements through innovation, new business development, cost optimization and mutually beneficial strategic partnerships.
Best known for his passion in hospitality, luxury, and premium services, Barry concentrates on guest relations management and operations, driving the brand experience to align with a company’s personalized and customized engagement goals. His performance-driven skillset has brought successful innovation to major brands throughout his career including the Walt Disney Company, the Dallas Cowboys organization, and ClubCorp, delivering record revenue growth and significant cost optimization during his tenures. Barry’s eye for hospitality innovation was a key component in creating and launching Disney experiences to elevate the brand into the premium, luxury market while building and nurturing relationships with potential and existing customers. This resulted in a successful model to improve intent-to-return, generate incremental revenue, and increase brand loyalty. Several of these premium experiences include:
- Golden Oak at Walt Disney World – A premier, luxury private club and community, optimizing the owner experience at every level including VIP experiences, premium services and events, clubhouse operations, restaurants, and transportation.
- Club 33 – Walt Disney’s own private membership clubs in each of the Walt Disney World theme parks.
- Walt Disney World Spas and Salons – Reimagination of this business, creating a brand-within-a-brand, launching ‘Disney’s Character Couture’
Barry holds a Bachelor’s Degree in Business from the University of Central Florida and an MBA from the University of Phoenix.
Barry Jacobson
Barry Jacobson
Hospitality Strategy & Premium Service Development
RK Kelley
Entertainment Development
A highly respected industry veteran with over twenty-five years of experience in the entertainment, tourism, and corporate social responsibility industries. As an executive with the Walt Disney Company, she worked closely with divisions and sites around the globe, and her executive roles spanned production, operations, and worldwide strategic development. As a core member of the Disney Cruise Line launch team, she led planning and creative development for the award-winning entertainment program, raising and redefining the standard of excellence across the industry. RK was distinguished as one of the Company’s youngest female executives, with responsibility for some of the world’s largest theme park and wardrobe operations. Following her passion for community service, she “gives back” through Board roles at Dr. Phillips Charities, Orange County Arts & Cultural Affairs Advocacy Committee, Butler University’s Jordan College of the Arts, and the prestigious Orlando Philharmonic Orchestra where she serves as Past President. During the Covid-19 pandemic, RK initiated relief efforts benefitting entertainment industry professionals in Central Florida, including co-founding the Sharing HeARTS meal outreach and serving on the steering committee of the Greater Orlando Performing Arts Relief (GOPAR) granting organization .
RK holds a Bachelor of Science in Arts Administration, with a concentration in Business and Theatre, from Butler University.
RK Kelley
RK Kelley
Entertainment Development
Robert Kelley
Cross-Functional Theme Park Operations, Program Management, and Signature Events
A motivational, strategic, and integrity driven operations executive, Robert has a proven track record of improving top and bottom line results by optimizing all operating platforms within a business. His 33 years with Walt Disney Parks and Resorts took him all over the world, affording him the opportunity to build operating processes and organizational platforms supporting Merchandise, Attractions, Food & Beverage, Custodial Services, and many other lines of business. Robert specializes in optimizing and monetizing businesses by keenly leveraging their products and services, building effective pricing and promotional strategies, and creating a highly effective, customer-centric culture throughout the organization and across all operating areas.
As a member of Disney’s Theme Park Executive Teams, he has vast experience with overall master planning, program management, emergency preparedness, signature special events, and many other unique disciplines.
Robert Kelley
Robert Kelley
Cross-Functional Theme Park Operations, Program Management, and Signature Events
Lee Kitchen
Creativity & Innovation Catalyst
MAGICAL INNOVATION & CREATIVITY DUDE! Lee is a 5-star Innovation Catalyst, Keynote Speaker, Workshop Leader, Culture-Change Agent, Design Thinking Trainer, Avengers and Stars Wars fanboy, and overall MAGICAL DUDE! Lee brings a wealth of experience as a Certified Master Facilitator and long-term innovation agent. During his 32 years at The Walt Disney Company, he helped create some of their most impactful marketing campaigns, memorable guest experiences, and real-time operational efficiency changes. He offers his magic and wisdom in a mix of training, interactive workshops, facilitated idea sessions, and inspiring keynotes around the world.
- Lee can TRAIN your team to think more creatively; helping them solve challenges and invent incredible new things, all while changing mindsets to innovate more often.
- Lee can help your team INVENT solutions to your business challenges by facilitating a structured problem-solving process to help people think differently.
- Lee can provide bite-sized innovation and creativity WORKSHOPS and KEYNOTES, which are as enlightening as they are motivating.
Lee holds a Bachelor of Science Degree in Marketing and Management from Webber International University.
Lee Kitchen
Lee Kitchen
Creativity & Innovation Catalyst
Tony Mancini
Luxury Retail Brand Strategy, Concept Development & Store Design
Tony Mancini is a corporate luxury brand industry thought leader of 25+ years and has held executive leadership positions for some of the world’s most successful domestic and international luxury retail and hospitality development companies including The Walt Disney Company, MGM Resorts International, and Las Vegas Sands Corp. Tony’s C-suite experience and exceptional track record spans the creation and implementation of $3B+ in development for world renowned brands in mixed-use properties that include retail, hospitality, integrated resorts, hotel casino resorts, theme parks, cruise line, entertainment/performance venues, and timeshare.
A visionary, creative, and transformational leader, Tony brings a wealth of knowledge in multiple industries assessing and implementing unique lines of business and consumer guest experiences. With the diversity of products in his portfolio, and extensive background, Tony has directed complex multi-cultural teams of professionals in highly charged work environments providing decisive leadership, and streamlining the decision-making process into actionable business plans, while cultivating collaborative partnerships with executives and key internal and external stakeholders. Under his leadership, Tony and his teams have received numerous design awards in recognition of achievements and contributions in the Retail & Hospitality Industry.
Tony Mancini
Tony Mancini
Luxury Retail Brand Strategy, Concept Development & Store Design
Renee Martin
Industrial Engineering, Business Strategy and Analytics, Project Management, Forecasting, and Workload Analysis
Renee has over 20 years of project management and analytic experience with a passion for problem-solving using data analytics and process optimization. She began her career at Walt Disney Company in Theme Parks and Resorts Labor Operations as an analyst responsible for forecasting daily workload needs and overall headcount needs. Throughout her time at Disney, she took on roles with increasing responsibility and worked in Distribution Services, Workforce Management, Costuming, and Entertainment.
Renee was responsible for driving high-profile process improvement projects to transform the business and increase productivity, such as developing concepts to revolutionize the way costumes are distributed to the Cast and identifying ways to reduce labor while maintaining the guest experience. In addition, she oversaw the development and installation of new costumes for US-based theme parks, Disney Cruise Line, and Shanghai Disneyland Resort, implemented an inventory planning system resulting in improved fill rates and a significant reduction in warehouse inventory, and developed metrics to analyze and improve both the Costuming and Entertainment business. Renee also worked for Premier, Inc as a Senior Consultant for Analytics focused on implementing labor management software at hospitals nationwide while providing analysis to identify savings through benchmarking and labor productivity.
Renee holds both a Bachelor of Science and Master of Science in Industrial Engineering from The Georgia Tech Institute of Technology.
Renee Martin
Renee Martin
Industrial Engineering, Business Strategy and Analytics, Project Management, Forecasting, and Workload Analysis
Stephanie Malecki
Industrial Engineering, Workload Analysis, Efficiency, and Project Management
A talented Industrial Engineer and experienced Project Manager, Stephanie thrives on solving complex problems through the development and implementation of metrics, data analytics, and process optimization. She began her career as an Industrial Engineer with UPS and in addition to package volume forecasting and time study of delivery routes, Stephanie worked to quantify the benefit golf-cart helpers would provide in terms of positive environmental impact and improved customer service levels then institute change in state laws to allow for implementation.
After leaving UPS, Stephanie spent over a decade with the Walt Disney Company in Theme Parks and Resorts Entertainment Costuming Metrics, supporting Disney Parks and Resorts around the world as well as Disney Cruise Line. Stephanie helped develop ground-breaking data models to improve inventory forecasting and implemented various technology and operational improvements to reduce shrinkage, optimize production floor flow, and improve data structure, integrity, and reporting across various systems.
Stephanie holds a Bachelor of Science in Industrial Engineering from the University of Central Florida.
Stephanie Malecki
Stephanie Malecki
Industrial Engineering, Workload Analysis, Efficiency, and Project Management
Laurie Beja Miller
Luxury Retail Brand Strategy & Product Development
Laurie is a multi-channel retail and wholesale executive providing over 30 years of leadership at top global brands including The Walt Disney Company, Nike, Apple, Bare Escentuals, William Sonoma, and Hallmark. Her passion for quality products and the customer experience has been the common thread through her retail career. As a member of the senior leadership teams of diverse brands and, organizations, Laurie gained a strong understanding of the power and responsibility of delivering on a brand promise.
A widely-regarded expert in developing and executing merchandising strategies and re-imaging the customer experience, Laurie is also adept at business process redesign and operational improvement. She understands the everchanging expectations of customers in an ever-evolving retail landscape.
During her diverse career, Laurie has led brands through periods of great change. She understands how to align the strategy, business goals, and human capital to ensure success, and she appreciates that retail is a team sport where working cross-functionally delivers results.
Laurie’s multi-faceted retail background includes all retail formats and virtually all product categories. From startups to specialty, to Fortune 500 companies, from brick and mortar to omnichannel retailing, Laurie has been on the leading edge of all of them. The deep well of practical experience from which she draws allows her to provide unique insights into the retail environment.
Through her inspirational leadership, boundless energy and vast experience, Laurie drives vision, change, and results in organizations of any size.
Laurie holds a bachelor’s degree in Textiles and Clothing and Business from Iowa State University.
Laurie Beja Miller
Luxury Retail Brand Strategy & Product Development
George McNeilly
Strategic Communications and Alliance Development, Media, and Events
George is a strategic communications and alliance development executive who creates value through his partner-centric relationships. Widely known for his optimistic, creative, candid, nimble and lean budget-minded solutions, George has a track record of successfully leading highly-visible strategic projects for large organizations with multiple business lines. His innovative approach provides customized solutions that generate the media coverage, awareness and partnerships that businesses need to differentiate themselves in today’s crowded marketplace. George deftly breaks through the clutter with proven strategies in reputation management, crisis mitigation, social and traditional media optimization, publicity, B2B, B2C and internal communications, multi-media production and community affairs. George spent more than a decade in executive roles at ESPN and The Walt Disney Company, based at Walt Disney World, with responsibility for overall administration, development, ideation, tactical operations and financial management of communications and publicity campaigns designed to raise awareness, generate buzz and increase consumer use of Disney’s multi-media platforms and related products.
In his post-Disney/ESPN career, George has become a valued resource to sports leagues and business partners of the PGA Tour, LPGA, Major College Football, NFL, English Premier League, NASCAR and the Walt Disney World Resort. He can frequently be found coaching C-suite executives and celebrities on delivering desired messages in the most impactful way. George began his career in broadcasting, and for more than a decade served in national correspondent and producer roles for NBC and CBS, which included logistical planning and reporting from four Olympics, eleven Super Bowls and scores of other major sporting events. A faculty member at Full Sail University, George created and teaches the Sports Business Models curriculum for the Sports Marketing and Media and Dan Patrick School of Sportscasting Bachelor’s Degree programs. He teaches other courses at the university including entertainment business and public relations.
George holds a Masters in Business Management from Troy University, and a Bachelor’s Degree from the University of Central Florida. In 2020, George was awarded a certification in hospitality and tourism management from Florida Atlantic University.
George McNeilly
George McNeilly
Strategic Communications and Alliance Development, Media, and Events
Scott Nethero
Enterprise Emergency and Crisis Management
Scott has dedicated his entire career to building networks and relationships to ensure that an organization is as prepared as it can be before, during and after a crisis event. For the past 16 years, Scott has had the pleasure of working with many different companies in the private, public and nonprofit sectors in the areas of Security and Emergency/Crisis Management. During the last 7 years, he has concentrated primarily on Emergency and Crisis Management at the Walt Disney World Resort, which welcomes over 58 million visitors per year. His specialties include Severe Weather Planning, Special Event Planning, Emergency Operation Center Design and Management, Crisis Communication, Emergency Preparedness Training and Exercises, and Incident Command Operations. Scott holds BS in Criminology from Florida State University, as well as multiple certifications from FEMA.
Scott serves as a Adjunct Professor for the Masters program in Emergency Management at Florida International University in Miami.
Scott Nethero
Scott Nethero
Enterprise Emergency and Crisis Management
Norm Noble
Hotel / F&B Operations and World Class Customer Service Delivery
An inspiring, charismatic, guest-centric and results-driven operations executive, Norm possesses broad experience in the hospitality industry including the Walt Disney World Resort, Hyatt Hotels, and Rosewood Hotels. As General Manager of Epcot’s Food and Beverage portfolio and numerous Disney Resorts, Norm led large teams that developed and delivered large scale signature guest experiences that were truly magical. Among these is the world-renowned Epcot International Food and Wine Festival. Norm also served as GM of Disney’s All-Star Movies Resort, Disney’s Animal Kingdom Lodge, Disney’s Coronado Springs Resorts and Convention Center, Disney’s Grand Floridian Resort and Spa, and Disney’s Polynesian Resort. Norm’s mastery of establishing meaningful organizational cultures with his employees and guests helped him drive bottom line results for all lines of business, while achieving high customer experience scores at each of his resorts. Norm honed his business foundation at Baruch College and continued his strategic business development through leadership programs at Rollins College and Cornell University.
Norm currently serves on the advisory board for the Bethune Cookman University School of Hospitality, in Daytona Florida.
Norm Noble
Norm Noble
Hotel / F&B Operations and World Class Customer Service Delivery
Vinny Pagliuca
Industrial Engineering, Supply Chain, & Entertainment Creative Costuming
A dynamic 30-year entertainment, operations, production and supply chain leader, Vinny Pagliuca is the rare combination of creative, financial, and operational. His executive leadership experience with the Walt Disney Company includes the GM of Entertainment at Animal Kingdom Park and GM of Entertainment Labor. For over 20 years Vinny was also Director of Disney’s Global Costuming organization leading teams in Florida and California, while also managing project teams that opened Disney’s Aulani Resort and Spa in Hawaii, Shanghai Disneyland, and Hong Kong Disneyland. Vinny is known as a problem solver and has had repeated success building and leading large-scale, multi-location global operations. A collaborator with a proven talent for introducing measurement, accountability, and productivity to operations and creative teams alike, Vinny is a metrics-driven difference maker who drives down costs while elevating quality and service levels.
Vinny’s expertise in costuming is unparalleled, building cohesive, all-encompassing Costuming Supply Chains from design to the stage. At Disney, he merged metrics, finances, creativity and comfort to build gorgeous, cost efficient costumes worn by thousands of Disney Cast members and viewed by millions of Disney guests. Vinny has a deep knowledge of manufacturing, production and inventory management for costuming, which lends itself to any field - including fireworks, where he led the Fireworks Supply Chain for Walt Disney World and Disneyland. Vinny’s extensive Supply Chain experience also included Senior Sourcing and Procurement leader for Disney Water Parks, Engineering, Distribution and Health Services. He brings years of negotiation, contract management and vendor management skills to any organization.
A skilled Industrial Engineer, Vinny helped develop the first costuming and entertainment metrics team, establishing standards for every aspect of the operation. Vinny helped create ground-breaking data models that directly linked the level of guest satisfaction to the amount and quality of individual entertainment offerings, allowing senior leadership to make informed decisions on the amount, type and cost of all entertainment product across Disney theme parks worldwide.
Vinny holds a Master of Business Administration from the Rollins College and a Bachelor of Science in Industrial Engineering from Lehigh University. Vinny served 28 years in the Air National Guard as an engineering and construction officer, including two tours in Iraq, before retiring as a Lt. Colonel and Deputy Commander of his unit.
Vinny Pagliuca
Vinny Pagliuca
Industrial Engineering, Supply Chain, & Entertainment Creative Costuming
Candy Parks
Consumer Research and Quantitative Analytics - "Measuring the Magic"
Candy is an accomplished executive with nearly 30 years of experience, in the public, private, and non-profit sectors. A masterful market researcher, excelling in both quantitative and qualitative studies, Candy has unparalleled expertise in developing a deep understanding of consumer attitudes and behaviors, and the unique ability to take complex research findings and share them in a compelling story to guide business decisions. In her 17 years with Walt Disney Parks and Resorts, Candy was instrumental in developing the Guest Satisfaction Measurement program for all of Disney’s vacation offerings: theme parks, resorts, Disney Cruise Line, Disney Vacation Club and Adventures by Disney. Candy’s unique ability to convert research to insight and insight to action made her a valued partner to all lines of business. She also designed and implemented research processes to support Cast Excellence, Leadership Development, and Labor Strategies, and served as the ‘Chief Intelligence Officer’ for Disney Cruise Line – conducting all research to support and guide the current and expanding fleet. Prior to Disney, Candy spent ten years in academia and public education where she designed program evaluations and educational research to assess curriculum effectiveness and the impact of both organic and operational factors. She also managed large scale assessment systems, developed large scale training for school-based test administrators, and created interpretation workshops for teachers and parents. After leaving Disney, Candy spent seven years as Vice President at Integrated Insights in Orlando.
Candy graduated from the University of Central Florida with both Bachelor’s and Master’s degrees in Communication with a focus on organizational communication and research design.
Candy Parks
Candy Parks
Consumer Research and Quantitative Analytics - "Measuring the Magic"
Michelle Reynolds
Enterprise HR Engagement, Employee Training, and People Strategy
For 30 years, Michelle led key initiatives for Walt Disney Parks and Resorts in the areas of Human Resources, Employment, Communications, and Employee Engagement. Because learning and development has always been in her heart and soul, it’s not surprising that she led the Disney University. Here, cast members throughout Walt Disney World – from hourly new hires to seasoned executives – engaged in programs to further their operational and leadership skills. With Michelle at the helm, Disney University became an educational Center of Excellence for the company. Michelle believes that through innovative employee training and development, companies can achieve greatness.
Michelle holds a Bachelors in Communications from the University of Arkansas.
Michelle Reynolds
Michelle Reynolds
Enterprise HR Engagement, Employee Training, and People Strategy
Scot Reynolds
Operations & Leadership Excellence /
Experience Development & Launch
A seasoned executive with over three decades of delivering exceptional Disney experiences, Scot’s commitment to excellence brings maximum value to businesses. He embraces the notion that inspiring leadership is the true driver of business results. Through his business insights, coaching, mentoring, leadership inspiration, and his emphasis on delivering quality operational service excellence, new product development, and business process improvement, Scot was able to lead through change and deliver impressive financial results for a company that prides itself on delivering magical memories that last a lifetime. Scot’s impressive Disney background included several key high-level roles. As VP of Operations for the Hong Kong Disneyland Resort, Scot provided leadership for all operational areas, supporting thousands of cast members who serviced guests from around the world. Scot’s focus on perpetuating a culture of hospitality while encouraging an agile environment that continuously improved the experience was a key driver in the success of the Hong Kong park. As VP of Worldwide Safety Service & Operations Training/Documentation, Scot ensured that Disney’s global operations provided a consistent excellence and operated in a manner where the safety of guests and cast was paramount.
Scot also provided executive leadership for dozens of development projects including product launches, technology transformations, and business revitalizations. At Disney’s Animal Kingdom Theme park, he facilitated the integration of Animal Programs and Operations teams while also project managing the successful launch of animal experiences at the park. For MyMagic+, a suite of technology enabled solutions to enhance Walt Disney World resort guest experiences, Scot directed the site-wide operations team that developed innovative services and then brought them to life. Scot’s strategic mindset, operational expertise, and engaging leadership style also provided key executive guidance at the ESPN Wide World of Sports, Walt Disney World Experience Development & Guest Relations, and Epcot Park Operations.
Scot holds a Master of Business Administration from the University of Florida and has served on advisory boards for graduate programs at the school. He also served on boards for the Rosen School of Hospitality at the University of Central Florida and Junior Achievement. Through his involvement in IAAPA and ASTM committees, Scot has contributed to the advancement of the attractions industry.
Scot Reynolds
Scot Reynolds
Operations & Leadership Excellence /
Experience Development & Launch
Chuck Salvo
Cultural Architecture & Transformation
A talent development and culture change agent with deep experience in driving employee engagement, Chuck Salvo excels at helping companies deliver superior customer service. Using his unique consultative approach, Chuck helps transform organizational cultures. From small start-ups to large multi-nationals, Chuck has created programs to elevate and transform organizational reputations of these companies in their communities. He is particularly proud of the work he led in rapid COVID-19 response planning, which allowed organizations to analyze, pivot, and re-align in an unprecedented environment. Chuck’s passion is leading people and developing high margin cultures, as well as helping organizations shape their own cultures into a competitive advantage. Chuck’s mission to help people and organizations find their happy place. He believes that any organization that has a clear understanding of its values and overall purpose is poised for greatness.
Chuck holds a bachelor’s degree in hospitality management from East Straudsburg University, as well as a Culinary Arts degree from Johnson & Wales University.
Chuck Salvo
Chuck Salvo
Cultural Architecture & Transformation
David Saphirstein
Sports Media Innovation and Fan Experience Development
David is a media executive with a proven track record for merging creativity and technology to help sports teams, universities, and venues to better engage with their fans through innovative content, activations, and new technology. He launched ESPN’s Sports Lab based at Full Sail University in Orlando and led teams to develop new technologies, content, media, and applications. Managing teams of engineers at the ESPN Innovation Lab, David developed unique products to engage viewers and sports fans. David has a passion for mentoring, leading, and developing creative talent.
As Creative Director at ESPN in Bristol, Connecticut, David led Art Directors, Designers, and Animators in creating award-winning content for properties including NFL, NASCAR, MLB, College Football, College Basketball, Golf, Tennis, and ESPNEWS. David also played a key role in the re-branding of ESPN Wide World of Sports at Walt Disney World. While at ESPN, he produced and directed live-action shoots for opens, sponsors, and marketing.
David is a faculty member at Full Sail University, where he teaches in the Sports Marketing and Media program. He also directs broadcasts and in-stadium presentations for major sporting events. David holds a Bachelor of Science Degree in Communication from Hofstra University and an MBA from The University of Hartford.
David Saphirstein
David Saphirstein
Sports Media Innovation and Fan Experience Development
Bob Simmonds
Global Contact Center Strategy & Operations
If you build from a base of care, compassion and concern for others, and continually reinvent your business to keep things fresh, engaging and exciting for everyone involved, great things will happen. Throughout his impressive career, Bob Simmonds has accomplished this by transforming businesses through top-line and bottom line growth, and creating value and opportunities for shareholders, stakeholders and employees.
In the contact center environment, specifically, Bob specializes in finding the right balance between technology and people to provide the optimum customer experience. As Disney’s SVP of Global Travel Operations, Bob ensured that whether through a phone call, an email, a web chat, a text or even a letter, the Disney Reservation Centers created "Magical Memories that last a lifetime" for Disney guests from all over the world. He did so while still driving industry-leading average order value for the company.
Prior to Disney, Bob held executive contact center leadership and IT roles for leading global consumer and corporate travel industry companies such as Expedia, Rosenbluth International, Total Travel Management, and iTravel.
Bob is also a motivational and customer experience-focused speaker. He has delivered numerous keynote speeches for organizations globally.
Bob holds a Bachelor’s degree in Finance from the University of Central Florida.
Bob Simmonds
Bob Simmonds
Global Contact Center Strategy & Operations
Theron Skees
Themed Entertainment Design Innovation & Story-Telling
A visionary master story-teller and former Imagineering creative executive, Theron Skees has over 20 years’ experience assembling and leading multi-disciplined domestic and international teams. A highly adaptive story evangelist who applies vision, strategy, focus and solution-oriented processes that advance design, Theron has a track record of delivering business goals and increasing brand equity on diverse projects valued from hundreds of millions to multiple billions of dollars. With a career spanning 30 years in Themed Entertainment, he is an organized creative leader and is exceptionally capable at managing multiple, concurrently running teams on very complex projects. Highly respected in his field, Theron is a natural communicator who interfaces positively and professionally at all levels to get the job done.
Theron began his entertainment design career in the late 80’s as a scenic artist, sculptor and set designer for film and television. Transitioning to Theme Park design and construction in the early 90’s, Theron worked with Universal Studios in Orlando before moving to Walt Disney Imagineering in Euro Disneyland. In these roles, he managed the design, construction and execution of specialty sculpture and finishes in area development and attractions. In the mid 90’s, Theron worked as a product development designer for a start-up, hi-end electronics company, BSG Laboratories. He custom-designed sound systems and media for hospitality, dining and the personal electronics industries working with companies like Blockbuster Video, Darden Restaurants, Brinker International and J.W. Marriott.
Returning to Walt Disney Imagineering in 1997 as Art Director, Theron led the creative team at the Disney MGM Studios for many years, bringing to life experiences like Rock’n Rollercoaster, Magic of Disney Animation, Fantasmic, Lights! Motor! Action! Stunt Show and the 100 Years of Magic celebration. In 2006, he worked on the expansion of the Walt Disney Studios theme park in France, adding a new land featuring Hollywood Boulevard, Tower of Terror and the Stitch Encounter. In this role, he was responsible for the visual esthetic, experiential design and the overall story of these areas, managing teams that executed architecture, media, show, costuming, interiors and ride design. Relocating to Hong Kong Disneyland in 2008 as Director, Creative Development, Theron led the design and creative direction for the entire resort which included the establishment and management of a multi-national Imagineering creative team that worked on expanding the theme park with new attractions, entertainment and retail. He also created a recruitment and scholarship program with multiple local universities to generate and sustain a creative talent pool. Theron returned to the US in 2012 to lead the total re-imagination of Downtown Disney, transforming it into Disney Springs. As Executive Creative Director, he established, implemented, and oversaw the creative vision for this property through multiple disciplines and teams. The project included the addition of 90+ new, third party retail and restaurant tenants, hundreds of thousands of square feet of new property and architecture as well as transportation hubs, highway expansion, bridges and multi-story parking garages – all designed to align with a new storyline and creative intent, as well as adapting all existing infrastructure. As Vice President and Portfolio Creative Executive, Theron’s last assignment with Walt Disney Imagineering was with Disney Cruise Line, overseeing multiple ship venue re-design projects, the early masterplan development of Disney’s new tropical destination and the design for three new ships. This included the early creative development work through to finish designs, the selection of design contracting firms world-wide as well as close partnership with the shipyard team through design and early construction.
Using “Story” as the key element, Theron guides companies to deliver business goals and create emotional connections to their customers.
Theron Skees
Theron Skees
Themed Entertainment Design Innovation & Story-Telling
Jane Tebbe-Shemelya
Merchandise Design, Product Development & Revenue Optimization
When it comes to Retail Product Development, Design, and Merchandising few can match Jane Tebbe-Shemelya’s track record of success in delivering comprehensive brand and product strategies that emotionally connect to the consumer and build brand equity. As a member of the Disney Merchandise Leadership Team, Jane led merchandise short and long-term brand and product strategic direction including vision, concepts, client relationship management, P&L, vendor contracts, consumer insight and the implementation of the $100M+ Affinity Brands Division. Jane spearheaded the development, design, sourcing, marketing, packaging and delivery of compelling, trend right, products for various Disney businesses including Disney Cruise Line, World of Disney New York and Disney’s Wide World of Sports. Jane and her cross-functional teams delivered significant value for the Company through collaboration and coordination with Planning & Allocation, Product Development, Operations, Human Resources, Finance, Contracts & Compliance, and Store Design, resulting in some of the Company’s largest returns on investment. Her success is also driven by her ability to optimize revenue by appropriately trimming cost – especially in the areas of marketing/print collateral, organizational design, and process improvement.
In addition to her Disney career, Jane was the Corporate Vice President of Merchandise for SeaWorld Parks & Entertainment, where she oversaw the strategic direction and business plan development for the company’s merchandise division. Jane’s vast retail experience also includes executive positions at Home Shopping Network, Elizabeth Arden, and Guy Harvey Enterprises.
Jane holds a marketing degree from the University of Florida and has held board member positions with the West Orange Chamber of Commerce in addition to the Florida Retail Federation.
Jane Tebbe-Shemelya
Jane Tebbe-Shemelya
Merchandise Design, Product Development & Revenue Optimization
Dara Trujillo
Merchandising Strategy
A master merchandiser and gifted retail strategist, Dara was responsible for growing theme park merchandise brands domestically and overseeing strategic direction for global parks.
As a key concept developer for Disney Theme Parks, Dara was instrumental in bringing to life the Bibbidi Bobbidi Boutique, Pirates League, Goofy’s Candy Company, Hanes Design a Tee, Grand Floridian Resort’s Princess Tea, Duffy the Disney Bear, Glow With The Show Ears, private label and co-branded development, as well as strategies and execution for Pin Trading and Vinylmation growth. She played a key role in growing franchises for Disney Princesses, Pirates, Tinker Bell, and Disney Channel properties. Dara developed strategies to grow theme park merchandise demand through signature events that focused on relevant products, while leveraging cross category partners to maximize opportunities. Dara also served as liaison between the Theme Park Merchandise division and other Disney businesses in order to implement company-wide initiatives.
Beyond Disney, Dara’s experience includes executive roles with Mercantile Stores Company, Simon Properties, Home Shopping Network, the Lakeland Magic (NBA G League), and a private equity investment group.
Dara holds a a Bachelor’s Degree from the University of Central Florida and an Executive Certificate from the The Wharton School of Business.
Dara Trujillo
Dara Trujillo
Merchandising Strategy
Theron Skees
Themed Entertainment Design Innovation & Story-Telling
A visionary master story-teller and former Imagineering creative executive, Theron Skees has over 20 years’ experience assembling and leading multi-disciplined domestic and international teams. A highly adaptive story evangelist who applies vision, strategy, focus and solution-oriented processes that advance design, Theron has a track record of delivering business goals and increasing brand equity on diverse projects valued from hundreds of millions to multiple billions of dollars. With a career spanning 30 years in Themed Entertainment, he is an organized creative leader and is exceptionally capable at managing multiple, concurrently running teams on very complex projects. Highly respected in his field, Theron is a natural communicator who interfaces positively and professionally at all levels to get the job done.
Theron began his entertainment design career in the late 80’s as a scenic artist, sculptor and set designer for film and television. Transitioning to Theme Park design and construction in the early 90’s, Theron worked with Universal Studios in Orlando before moving to Walt Disney Imagineering in Euro Disneyland. In these roles, he managed the design, construction and execution of specialty sculpture and finishes in area development and attractions. In the mid 90’s, Theron worked as a product development designer for a start-up, hi-end electronics company, BSG Laboratories. He custom-designed sound systems and media for hospitality, dining and the personal electronics industries working with companies like Blockbuster Video, Darden Restaurants, Brinker International and J.W. Marriott.
Returning to Walt Disney Imagineering in 1997 as Art Director, Theron led the creative team at the Disney MGM Studios for many years, bringing to life experiences like Rock’n Rollercoaster, Magic of Disney Animation, Fantasmic, Lights! Motor! Action! Stunt Show and the 100 Years of Magic celebration. In 2006, he worked on the expansion of the Walt Disney Studios theme park in France, adding a new land featuring Hollywood Boulevard, Tower of Terror and the Stitch Encounter. In this role, he was responsible for the visual esthetic, experiential design and the overall story of these areas, managing teams that executed architecture, media, show, costuming, interiors and ride design. Relocating to Hong Kong Disneyland in 2008 as Director, Creative Development, Theron led the design and creative direction for the entire resort which included the establishment and management of a multi-national Imagineering creative team that worked on expanding the theme park with new attractions, entertainment and retail. He also created a recruitment and scholarship program with multiple local universities to generate and sustain a creative talent pool. Theron returned to the US in 2012 to lead the total re-imagination of Downtown Disney, transforming it into Disney Springs. As Executive Creative Director, he established, implemented, and oversaw the creative vision for this property through multiple disciplines and teams. The project included the addition of 90+ new, third party retail and restaurant tenants, hundreds of thousands of square feet of new property and architecture as well as transportation hubs, highway expansion, bridges and multi-story parking garages – all designed to align with a new storyline and creative intent, as well as adapting all existing infrastructure. As Vice President and Portfolio Creative Executive, Theron’s last assignment with Walt Disney Imagineering was with Disney Cruise Line, overseeing multiple ship venue re-design projects, the early masterplan development of Disney’s new tropical destination and the design for three new ships. This included the early creative development work through to finish designs, the selection of design contracting firms world-wide as well as close partnership with the shipyard team through design and early construction.
Using “Story” as the key element, Theron guides companies to deliver business goals and create emotional connections to their customers.