Valentina Diaz

I started my hospitality career at AMC theaters after moving back to Florida from college in New York. I began as a regular crew member and always tried to do as much as I could, going above and beyond regardless of the position. My goal has always been that at the end of the day, operations get done. This approach led me into a supervisor role, and then into management where I was managing a whole AMC theater by myself for about 3 years. Working at AMC was amazing because they gave me the opportunity to grow within the company, which I know can be hard to find. We had regular concession stands but also a bar, which allowed me to have a broader resume. After AMC, I worked at a high-end resort in a restaurant where the environment was very fast-paced. I learned that customer service is about every little detail, down to the angle that a mug is placed at the table because that gives the illusion to whoever is sitting there to be more open and ready for coffee or drink service, which helps bring up revenue. I was able to build customer relationships, and guests would come back to the hotel and bring their family. Since 2022, I've been doing food and beverage management, and I just recently started my current role at a venue with multiple theaters in one location. On a typical day, I do office work, go to meetings, and make sure our numbers and expectations are being met. Then I could be managing a concert in the main venue while two plays are going on in the other theaters. I set up the bar, make sure the team is ready to go and staying focused, and even though I'm in management, I don't mind going to get beer or water - I'm just running around filling any gaps. Our busy time is during holiday season from September to March when we have Broadway shows, while summer is our downtime. My main area of expertise is customer service - I'm really good at talking to people, whether it's my own work team that I manage or customers. Recently, I had the opportunity to present on customer service to people who are neurodivergent, which I think is the biggest thing in my career. My brother is neurodivergent, so it was really fulfilling for me to present and tell them about my experience. My manager said it was more relatable from my end since I started as a crew member myself and later went into management. That's the most rewarding thing in my career.