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Cinderella Castle

Hotel Operations

When guests visit our Hotel Operations they expect a home-away-from-home. Our Hotel Operations team goes above and beyond to deliver unparalleled service. Apply today for a job in Hotel Operations with us.

Guest Experience Manager-Resorts

Job ID 440976BR Location Lake Buena Vista, Florida, United States Job Posting Company Disney Parks & Resorts Job Posting Area Walt Disney World Resort Category Hotel Operations Date posted 04/13/2017
“We make magic.” That’s our motto at Walt Disney Parks and Resorts. And it permeates everything we do. At Disney, you’ll help inspire that magic by enabling our teams to push the limits of entertainment and create the never-before-seen!

Guest Experience Managers-Resorts lead the daily operations of the Front Desk and Concierge at a Walt Disney World Resort interacting with Guests, Cast Members, external service providers, and partners on a daily basis to guarantee the perfect arrival experience and delivery of superb service. They lead all front-line positions in the operating area including interns, union and non-union hourly Cast, trainers, and coordinators. This role helps to provide a seamless total vacation experience for all Guests including families on vacation, Disney Vacation Club members with a strong sense of ownership, convention and group Guests, and others.


Your Role:
  • Deliver exceptional Guest service-Ensure pre-arrival, arrival, and departing processes and procedures are completed to deliver an exceptional Guest experience. Correct problems and resolve conflict effectively to ensure 100% Guest excellence. Seek opportunities to continuously improve the daily operation. Support local projects and monitor impacts to the Guest and Cast experience.
  • Ensure safety-Ensure an environment where Guest and Cast Member safety are the first priority.
  • Exercise leadership-Recognize and hold Cast Members accountable for delivering excellence in safety, courtesy, show, and efficiency in a specific area of responsibility. Inspire, motivate, coach, and discipline Cast Members. Identify, develop, and mentor a team of diverse hourly Cast Members for future entry-level leadership positions. Oversee day-to-day financial operations that include labor, internal control processes, and other expenses.
  • Partner with key players-Communicate and partner within and across lines of businesses, peers, and vendors to ensure smooth day-to-day operations.

What We’re Looking For:
  • Bachelor’s degree with a hospitality focus
  • Proven leadership experience with a minimum of three years as a salaried leader with direct reports at a 4/5 Diamond or 4/5 Star rated hotel
  • Proven operational experience in the Front Desk and/or Concierge areas
  • Ability to maintain composure and demonstrate good judgment in difficult situations
  • Demonstrated strong verbal and written communication skills
  • Proven ability to function effectively in a team environment
  • Demonstrated follow-through skills and the ability to hold self and others accountable
  • Proficient in basic computer functions necessary to operate in a Windows environment and adaptable to new technology
  • Experience using a complex property management system and other multi-functional hotel/Guest services systems Demonstrated strong organization, multi-tasking and time management skills with attention to detail
  • Ability to be flexible with work schedule, including weekends, variable shifts, and holidays

How To Stand Out:
  • Master’s degree or higher level of education
  • Demonstrated strong presentation skills
  • Proven ability to lead in a unionized environment
  • Demonstrated bilingual skills

Additional Information

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

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