SÉBASTIEN BONNARD

For over seven years, I have supported businesses across industries (tourism, hospitality, luxury, philanthropy, banking, insurance, mutuals) in transforming and optimizing customer-facing operations, including front desk, sales, support, and after-sales services. I work primarily as a transition manager, consultant, and auditor while leveraging my expertise as a certified professional coach to foster collective intelligence and amplify the impact of implemented solutions.

My key missions include setting up or improving customer service centers, designing seamless user journeys, and digitalizing processes. I use tools such as Digiforma, Klaxoon, Eval&Go, and Hubicus to optimize internal training, facilitate quality control, and accelerate performance analysis. Additionally, I guide my clients through ISO 9001, 18295-1&2, and Qualiopi certifications, reinforcing a culture of excellence.

Integrating coaching methodologies into my consulting assignments allows me to engage teams, highlight existing talent, and smooth organizational transitions. I am deeply committed to a triple-impact approach (economic, social, and environmental), convinced that business sustainability relies on maintaining equilibrium across these dimensions.

Notable clients include L'Oréal, LVMH, Fondation de France, MAIF, Disneyland Paris, AccorHotels, and innovative small & medium businesses.

As a key player in the launch of Villages Nature Paris, I transitioned from strategic product development to leading on-the-ground operations for the destination’s grand opening. Overseeing Front Office, Concierge Services, Mobility, Reservations, and Guest Relations, I managed a diverse team of nearly 40 professionals (front desk agents, team leaders, quality coordinators, bike technicians, etc.).

My mission was to bring the guest experience to life, ensuring seamless execution of the brand’s vision. This involved:
• Operational structuring & procedures – Finalizing internal processes (check-in, guest services, activity bookings, luggage handling) to align with brand promises.
• Talent acquisition & training – Recruiting and onboarding operational teams, equipping them with service excellence skills, sales techniques, and guest satisfaction strategies in a startup-like environment.
• External partner coordination – Overseeing service providers for excursions (You Moov’ by Transdev), internal shuttles (Transdev), and bike/eCar rental & maintenance (Arcades Cycles, United Cruiser, LEM).
• Quality & guest experience management – Ensuring operational excellence both onsite and post-stay through active guest feedback analysis, rapid issue resolution, and continuous improvement plans.

Thanks to this structured approach, Villages Nature Paris successfully welcomed its first visitors in optimal conditions, integrating digital tools, processes, and human engagement into a cohesive guest journey. This experience showcased my ability to navigate both strategic planning and hands-on execution, ensuring project alignment while fostering team engagement.

As part of the pre-opening phase of Villages Nature Paris, a joint venture between Disneyland Paris and Pierre & Vacances Center Parcs, I joined the Marketing & Sales team to shape the guest experience strategy and define the brand’s DNA. My role was to co-create the foundations of a unique guest journey, working closely with Marketing, Communications, Distribution, e-Commerce, Revenue Management, Reservations, and Operations teams.

This startup-like mission focused on three key areas:
• Customer-Centric Culture – Embedding a guest-first mindset at every stage of the experience (before, during, and after the stay) to align with visitor expectations.
• Cross-Functional Project Leadership – Co-designing the Guest Journey with Operations, boosting direct booking channels, and refining the product offering in collaboration with internal teams.
• Process Structuring & Policies – Drafting the General Terms & Conditions for Direct Sales and working with IT to anticipate technical needs for seamless integration.

Beyond the operational aspects, my role was to bring together diverse expertise around a shared vision for guest experience, sales, and service excellence. This pre-opening phase laid the groundwork for the high-quality service culture that would later be deployed upon the destination’s launch.

I joined Groupe Barrière to support the launch of a new central reservations center managing 15 luxury hotels (4- and 5-star), two golf resorts, thalassotherapy, and spa centers. My mission was threefold: formalizing operational procedures, ensuring service quality, and leading training initiatives to enhance guest experience and sales performance.

My key responsibilities included:
• Operational Excellence & Process Optimization – Designing and implementing key procedures across multiple departments (Front Office, Accounting, Revenue Management, Marketing) to enhance efficiency and ensure a seamless guest journey.
• Quality & Compliance Management – Overseeing service compliance with Leading Hotels of the World and Signature standards, introducing monitoring systems to track service anomalies and customer feedback.
• Training & Capability Development – Designing structured onboarding and upskilling programs (2- to 5-week sessions) covering telephone sales, back-office operations, and guest service excellence. I also coordinated multiple stakeholders, from operational managers to IT and marketing teams, to ensure alignment.

Through cross-functional collaboration, I successfully streamlined procedures, improved service responsiveness, and reinforced a guest-centric culture, directly contributing to higher customer satisfaction and conversion rates.

Tools used: OPERA (ORS, PMS), TheFork (MyFourchette), Genesys, Verint Quality Monitoring, SharePoint.

After gaining experience in operational management, I transitioned into a strategic role as a Training Project Manager for the Disneyland Paris Customer Relations Center.

My mission was to design, implement, and assess training programs aimed at enhancing the expertise of reservation and guest relations teams.

Key responsibilities:
• Training Design & Deployment – Developing tailored onboarding, skill enhancement, and e-learning programs to support team performance and engagement.
• Learning Technology & Digital Tools – Implementing e-learning solutions, optimizing digital training tools (SharePoint, Disney University, Business Object XI), and facilitating feedback-driven learning experiences.
• Tutoring & Coaching Program Leadership – Managing the reservation center’s mentorship program, ensuring seamless integration of new hires by equipping them with strong sales techniques, service excellence, and Disney brand values.

This role allowed me to develop expertise in instructional design and cross-functional project management, working closely with HR, IT, and Quality teams to enhance the customer experience through employee development.

Ultimately, this position marked my transition from hands-on operations to a strategic role, reinforcing training as a key driver of customer satisfaction and business performance.

At Disney’s Sequoia Lodge (1,011 rooms) and the Buffalo Bill’s Wild West Show (1,056 seats), I managed the Front Desk and Ticketing operations, ensuring a seamless and high-quality guest experience. Leading a multidisciplinary team (front desk agents, ticketing hosts, team leaders), my mission was to maximize guest satisfaction while optimizing revenue streams.

Key responsibilities:
• Operational Leadership & Guest Service Optimization – Managing daily operations, overseeing team scheduling, performance tracking, and continuous training to uphold Disney’s high service standards.
• Process & Sales Performance Improvement – Enhancing guest flow management, refining cross-selling strategies, and implementing streamlined check-in and ticketing procedures.
• Revenue & Upselling Strategy – Developing initiatives to boost sales of room upgrades, VIP packages, and add-ons, directly impacting revenue performance.
• Technology & Process Integration – Contributing to the implementation of new reservation and digital ticketing solutions, ensuring seamless coordination across departments (Marketing, Accounting, IT).

This experience allowed me to develop strong leadership skills in a fast-paced environment, handling guest service, sales strategy, and operational management while ensuring a consistent and immersive Disney experience for visitors.

As part of the Advanced International Program at Walt Disney World (Magic Kingdom, Orlando, FL), I had the opportunity to provide exceptional guest relations services to an international audience while contributing to sales and visitor experience enhancement.

Key responsibilities:
• Guest Services & Problem Resolution – Assisting thousands of daily visitors with reservations (dining, special events), ticketing, and on-site inquiries, ensuring a seamless park experience.
• Sales & Revenue Generation – Promoting and selling special event tickets, premium experiences, and dining packages, directly contributing to revenue growth.
• Creating Memorable Guest Experiences – Delivering Disney’s “Take 5” and “Magical Moments” experiences, turning service interactions into unforgettable memories.
• Cross-Functional Collaboration – Coordinating with departments like Concierge, Attractions, Dining, and Entertainment to ensure guests received timely and accurate information.

This immersive experience strengthened my cross-cultural communication skills, adaptability, and ability to handle high-pressure guest service scenarios, all while maintaining Disney’s world-renowned standards of excellence.

As a Guest Services & Front Desk Officer aboard the Disney Magic cruise ship, I was responsible for delivering personalized, high-quality service to over 2,400 passengers per voyage, ensuring a seamless and magical onboard experience.

Key responsibilities:
• Guest Relations & Concierge Services – Providing tailored assistance for guests, handling special requests, and resolving inquiries with a proactive, solution-oriented approach.
• Front Desk Operations & Issue Resolution – Managing check-in/check-out procedures, cabin-related concerns, and onboard guest account services.
• Entertainment & Onboard Experience Enhancement – Supporting shipboard activities, premium experiences, and guest engagement initiatives, ensuring a memorable Disney experience at sea.
• Multicultural Guest Assistance – Serving an international clientele with diverse needs and expectations, adapting service delivery to exceed guest satisfaction goals.

This role refined my customer service expertise, problem-solving skills, and ability to thrive in a fast-paced, multicultural environment, reinforcing Disney’s commitment to exceptional hospitality and immersive storytelling.

As an Operations Team Manager at Acticall Sitel, I was responsible for managing a team of customer service representatives across multiple client accounts, ensuring service quality, performance optimization, and team development in a fast-paced contact center environment.

Key responsibilities:
• Team Leadership & Performance Management – Supervising daily operations, coaching agents, and implementing action plans to enhance efficiency and service excellence.
• Quality Assurance & Process Improvement – Monitoring call center performance, analyzing key metrics, and developing strategies to optimize customer interactions and resolution times.
• Training & Talent Development – Identifying skill gaps, providing targeted training, and fostering a culture of continuous improvement among team members.
• Client Relationship & Service Implementation – Ensuring the successful launch and operational stability of key accounts, including Antargaz, Kiabi, and Electrolux, while maintaining high service standards.

Faced with operational challenges, I conducted an in-depth analysis of team potential, implemented corrective measures, and successfully stabilized performance, reinforcing customer satisfaction and employee engagement.

As part of Disney’s International Program at EPCOT, I represented France within the World Showcase, combining luxury retail sales and cultural engagement to create an immersive guest experience. My role also included training new team members, ensuring consistency in service excellence.

Key responsibilities:
• Luxury Retail & Upselling – Selling high-end French wines, perfumes, cosmetics, and art reproductions, while advising guests with personalized recommendations.
• Cultural Ambassador & Guest Engagement – Bringing French culture to life through interactive storytelling and guest interactions, in alignment with Disney’s “Merchantainment” philosophy (merchandising + entertainment).
• Training & Mentorship – Coaching new cast members on product knowledge, sales techniques, and guest interaction best practices, ensuring a consistent and high-quality service experience.
• Sales Strategy & Customer Experience – Implementing cross-selling and upselling techniques to maximize revenue while maintaining a guest-first approach.

This experience enhanced my sales expertise, intercultural communication skills, and ability to create engaging guest experiences, reinforcing Disney’s commitment to exceptional service and storytelling.