Front Office Guest Experience Manager

Disney Parks & Resorts - Anaheim, CA (30+ days ago)4.2


The Front Office Guest Experience Manager leads the daily operations of the Front Office including Front Desk, Guest Services, Concierge and Recreation. This salaried leader interacts with Guests, Cast Members, external service providers, the local community, and partners on a daily basis to ensure a seamless arrival experience and delivery of superb service. To aid them, they utilize a complex property management system and other multi-functional hotel/guest services systems.
Bachelor's degree or equivalent job experience High school diploma or equivalent Previous experience with Opera Property Management System or related property management systems Demonstrated related leadership experience Demonstrated strong presentation skills Demonstrated multilingual skills Demonstrated strong leadership skills with the ability to function in a team environment Proven ability to partner with fellow Cast Members and move the operation forward to the next level of excellence Demonstrated ability to influence and be an agent for change Demonstrated creative thinking skills Demonstrated strong interpersonal skills Demonstrated strong verbal and written communication skills Demonstrated follow-through skills Demonstrated positive attitude with the ability to serve as a role model for performance excellence Proven self-starter who continually pursues learning opportunities Proven ability to effectively manage and prioritize multiple responsibilities Demonstrated strong computer proficiency within a Windows environment Ability to be flexible with work schedule, including weekends, variable shifts and holidays Exercise leadership - Lead a team of hourly Front Office Cast Members while consistently demonstrating The Disney Leader Basics, serving as a model of The Four Keys Basics (safety, courtesy, show and efficiency) and delivering service from the heart. Conduct regular meetings with Cast Members to communicate relevant information. Recognize, coach, develop and mentor a diverse team of Cast Members. Ensure safety – Ensure an environment where Guest and Cast Safety are the first priority. Manage the Front Office operation – You will be expected to spend up to 80% of each day working in the operating area and interfacing with Guests and Cast Members. Make day-to-day operational decisions that benefit Guests, Cast Members and the business. Monitor daily staffing levels and anticipate shift coverage needs based on demand. Support training - Maintain current training proficiencies and sign-off on training and recertification completed by Cast Members. Position for success - Support local projects and monitor any potential impacts to the Guest and Cast experience. Partner with key players - Communicate and partner with other leaders, peers and partners to ensure smooth day-to-day operations. 551428