Guest Experience Manager -Front Office
Apply Now Apply Later Job ID 10104414 Location Anaheim, California, United States Business Disneyland Resort Date posted Nov. 13, 2024Job Summary:
The Front Office Guest Experience Manager leads the daily operations of the Front Office including Front Desk, Guest Services, and Concierge. You will interact with Guests, Cast Members, external service providers, the local community, and partners on a daily basis, to provide a seamless arrival experience and delivery of superb service. You will use a complex property management system and other multi-functional hotel/guest services systems.
You will report to the Area Manager- Front Office/Guest Services.
Responsibilities/You Will:
- Exercise leadership - Lead a team of hourly Front Office, Guest Services, and Concierge. Cast Members demonstrating The Disney Leader Basics, serving as a model The Five Keys Basics (safety, courtesy, show, inclusion and efficiency) and delivering Disney service standards from the heart. Conduct regular meetings with Cast Members to communicate relevant information. Recognize, coach, develop and inspire a diverse team of Cast Members.
- Ensure safety – Ensure an environment where Guest and Cast Safety are the first priority.
- You will spend up to 80% of each day working in the operating area interfacing with Guests and Cast Members. Make daily operational decisions that benefit Guests, Cast Members and the business. Monitor daily staffing levels based on demand.
- Support and lead training - Maintain current training proficiencies and sign-off on training and recertification completed by Cast Members.
- Strategic Thinker- Manage many variables at one time, creatively and using all available resources.
- Partner with key players - Communicate and partner with other leaders, peers and partners to ensure smooth daily operations.
- Manage budgets and projects.
Basic Qualifications/You Will Have:
- Front Office Leader with 2+ years’ experience supporting the vision of the area leader.
- Experience partnering with fellow Cast Members and peers to move the operation forward to the next level of excellence through accountability.
- Demonstrated ability to influence and be an agent for change.
- Demonstrated skills to see responsibilities through to completion.
- Self-starter who continually pursues learning opportunities.
- Will be scheduled variable shifts, including weekends, nights, and holidays.
Preferred Qualifications:
- 2+ years’ experience with Opera Property Management System, or related property management systems.
- Experience working large hotel properties.
- Related leadership experience.
- Experience presenting information.
- Multilingual skills.
- Forbes Standards of Service knowledge.
Required Education:
High school diploma or equivalent experience.
Preferred Education:
Bachelor's degree or equivalent job experience.
The hiring range for this position is $70,000.00-$86,200.00. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.
About Disneyland Resort:
When Walt Disney opened Disneyland on July 17, 1955, he said he hoped it would be “a source of joy and inspiration to all the world.” Since then, the Disneyland Resort has welcomed more than 800 million guests, expanding to become an approximately 500- acre, multifaceted, world-class family resort destination, complete with two renowned Disney theme parks, three hotels and the exciting shopping, dining and entertainment area known as Downtown Disney District. Through a combination of creativity, technology and innovation, the resort brings storytelling to new heights, and Disneyland Resort cast members play an integral part in bringing that Disney magic to life for thousands of guests every day.
About The Walt Disney Company:
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
This position is with Walt Disney Parks and Resorts U.S., Inc., which is part of a business we call Disneyland Resort.
Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.
