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Recreation Guest Service Manager

Apply NowApply Later Job ID 10012891 Location Kapolei, Hawaii, United States Business Aulani, A Disney Resort & Spa Date posted Aug. 05, 2022 Flex Type On-Site

- This role is considered on-site, which means the employee will work from a Company designated location on an ongoing basis.

Job Summary:

Recreation Guest Service Manager will manage the day-to-day Resort Recreation operation which includes Pool Technicians, Lifeguards, rentals, vendors and Guest Service. Monitor and ensure successful implementation of safety quality and efficiency of operation while continually working to exceed Guest expectations.  This role will act as a Leader in the development and motivation of the Cast Members within the location ensuring consistent, safe and high quality Guest service standards while creating an environment that encourages ownership and accountability. Partner and build great relationships with other lines of businesses.   

Leadership and Relationships

  • Clearly articulate and communicate performance expectations to front line Recreation cast.
  • Drive and maintain a friendly and sincere service culture through consistent performance coaching and team development.
  • Provide regular meetings with homeroom team and create an educational, challenging, and rewarding work environment. Offer reward and recognition opportunities for individuals
  • Ensure smooth communication and relationships with partnering lines of business such as Front Office, Custodial and Engineering.
  • Support compliance with local, state and federal codes. 

Safety Focus

  • Exhibit a high degree of competence in knowledge of aquatic safety
  • Support processes and procedures to ensure all safety goals are achieved
  • Manage relationships and partnerships with Contract Services for water quality and safety processes.
  • Ensure/support compliance OSHA, ADA, and local innkeeper laws and related issues


Guest Service Delivery

  • Exceed guest expectations through achievements in Guest Satisfaction Measurement scores
  • Exhibit a high degree of competence with supporting the guest experience.
  • Support processes and procedures to ensure 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. 


  • Minimum one year of management experience
  • Demonstrated verbal and written communication skills
  • Demonstrated leadership skills to ensure Cast Excellence and Guest Satisfaction
  • Ability to implement initiatives that strive to improve Cast and Guest experiences
  • Ability to manage day-to-day financial aspects of the business including daily sales, labor costs, Cost-of-Sales and other expenses
  • Strong organizational skills with attention to detail
  • Excellent Guest service skills

About Aulani, A Disney Resort & Spa:

Combining the natural beauty and spirit of the Hawaiian islands with a touch of Disney magic, Aulani, a Disney Resort & Spa embraces and celebrates Hawaiian culture and storytelling. Situated on 21 acres of oceanfront property on the island of O‘ahu, the resort was uniquely designed for families to discover the culture, history and traditions of Hawai‘i against a backdrop of blue skies and beautiful views. Cast members are integral to bringing these stories of Hawai‘i to life, while upholding Disney’s renowned service and enchanting entertainment offerings.

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 with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. 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 DVC Hawaii Management Company, LLC, which is part of a business we call Aulani, A Disney Resort & Spa.

DVC Hawaii Management Company, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

Apply NowApply Later

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