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Housekeeping Guest Service Manager

Job ID 493744BR Location Kapolei, Hawaii, United States Business Disney Parks & Resorts Brand Aulani, A Disney Resort & Spa Category Parks Professional Date posted 10/03/2017
The Disney culture is enchanting and unique, and we have found a kindred spirit in the living heritage and graceful rhythm of O`ahu. Built upon 21 acres of oceanfront, Aulani, a Disney Resort & Spa, welcomes Guests in true local fashion, calling on your natural passion and Aloha spirit to help us cultivate an experience that is upbeat, colorful and rooted in tradition. Here, you will form close connections with Cast Members and watch neighbors become friends. While our Guests take home happiness, the legends of O`ahu will become as much a part of them as they are of you.


Housekeeping Guest Service Manager will provide leadership for the daily operation of Housekeeping services, coordinate and inspect daily housekeeping assignments to ensure "show" quality. This role will act as a leader in the coaching and motivation of the non-salaried Cast / Employees to ensure a high level of communication, and work closely with the team to establish goals and measurements to heighten Guest service. They will interact with our Guests on a daily basis to ensure compliance with service standards.

Leadership and Relationships
  • Clearly articulate and communicate performance expectations to front line Housekeeping Cast.
  • Provide regular meetings with team members and create an educational, challenging, and rewarding work environment. Offer reward and recognition opportunities for individuals
  • Conduct pre-shift staff meetings, communicating local and global pertinent information including Company initiatives
  • Drive and maintain a friendly, sincere and safety focused service culture through consistent performance coaching and team development.
  • Ensure smooth communication and relationships by partnering with other lines of business such as Front Office, Food & Beverage, Recreation and Engineering.
Guest Service Delivery
  • Exceed guest expectations through achievements in Guest Satisfaction Measurement scores, Quality Assurance scores, and other guest satisfaction measures.
  • Support and maintain effective processes and procedures to ensure Guest and Cast safety, cleanliness, show quality, consistent guest service delivery and cast productivity according to Disney standards and operating practices.
Financial Performance
  • Support ways to maximize productivity while sustaining excellent service quality.

Basic Qualifications

•Current Salaried Leader or minimum of 1 year leadership experience
•Demonstrated strong Guest Service skills
•Demonstrated problem solving and decision making skills
•Demonstrated ability to manage conflict/resolution
•Demonstrated ability to motivate and influence as a team leader
•Ability to be flexible with work schedule, including weekends and holidays
•Fluent in English and desired local and/or multi-language skills
•Proven management experience at premium resort or equivalent
•Proven ability and desire to learn and adhere to new policies, procedures and standards
•Proven strong background in Housekeeping cleaning and upkeep responsibilities
•Proven knowledge of CPR, First Aid, AED, etc. and/ or willingness to learn

Required Education

High School diploma or equivalent

Preferred Education

Bachelor’s degree or equivalent preferred

Additional Information

©Disney is an equal opportunity employer. Drawing Creativity from Diversity.

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