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Service Excellence Manager

Apply NowApply Later Job ID 10036963 Location Kapolei, Hawaii, United States Business Aulani, A Disney Resort & Spa Date posted Jan. 24, 2023

Job Summary:

Job Summary

Aulani, A Disney Resort & Spa Service Excellence Manager will lead the guest service strategy for Aulani Resort. You will partner with Resort leadership and each of their sections to ensure all aspects of the Aulani Resort guest experience meet our Disney Standards of Excellence, while also working to continuously innovate and improve our service standards and strategy to enhance the guest experience. We ask that you have an intimate knowledge of the hotel industry, awareness of industry trends and experience working throughout the hotel operation. 


  • Work with Aulani Resort leadership to evaluate the current performance of the Resort operations, identify gaps and areas of improvement and solidify strategy to drive improvement to the guest experience.
  • Build, sustain, and evolve a robust services auditing program.
  • Audit and assess guest service standards and evolving those standards in response to both operational needs and industry trends.
  • Work with Training and Operations Leadership to develop robust service-based training programs to enrich the service skill of our Aulani Resort Cast.
  • Design and support departmental training programs, continuously supervise and maintain all training materials and development records.
  • Partner with Leadership to conduct and lead service-based training and create and evaluate the overall on-the-job training strategy and training content.
  • Accountable for educating Cast on the delivery of outstanding guest service: provide on-the-spot mentorship and feedback when opportunities arise.
  • Stay on top of industry trends and benchmark competitors, evaluating opportunities to evolve and enhance the guest experience within the Resort.
  • Ensure that service strategy is aligned with overall long and short-term business strategies.
  • Ensure all existing and future technologies are used in accordance with the service strategy, delivering the best guest experience.
  • Use market analysis, best practices, emerging trends, and lessons learned from previous projects to enhance the guest experience.
  • Use data and analytics to provide competitive analysis, drive decision-making and assess the effectiveness of the existing service strategy.
  • Identify and champion process improvement initiatives through analysis of current state and recommendations for future improvements.
  • Partner with project managers on large-scale initiatives from conception, through launch, into post-launch analysis/tweaking.
  • Partner with Aulani Resort Executive Team to determine and assess service oriented Key Performance Indicators for Resort operations leaders to meet.
  • Evaluate Service Excellence team performance, conduct weekly meetings and ensure strong operational and service standards knowledge of the Cast.
  • Keep Leadership informed of Resort performance, trends, and areas of improvement and partner with them on establishing corrective measures.
  • Hold Leaders accountable and challenge thinking to ensure the overall service excellence training strategy is successful.
  • Provide professional and social mentorship to subordinates by demonstrating outstanding individual behavior.

Basic Qualifications

  • 5+ years of progressive hotel operations experience.
  • Experience with quality assurance and training development.
  • Experience developing a strategy, completing, and delivering measurable results.
  • Experience with data analytics.
  • Work with peers, clients, and colleagues to promote a common goal.
  • Leadership that establishes teams and displays an executive presence.
  • Experience with delivery of projects with business impact.
  • Proven ability to make informed project/program tradeoffs.
  • Ability to understand the Disney audience and best Disney experience.
  • Strong analytical skills.

Preferred Qualifications

  • Experience with Microsoft Office tools, including Microsoft Visio and Project.
  • Experience with PMS and POS systems including HotSOS.

Required Education

  • Bachelor's degree in Hotel Management, Hospitality, related field, or equivalent level of experience.

Our Benefits: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at

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.

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