Club Member Services Manager (Cotino™)

Disneyland Hong Kong; Palm Desert (CA); On-site; USD 71,000 - 96,000; Full time

Job summary

An established industry player is seeking a Guest Experience Manager to lead a dedicated team in providing exceptional service to its members. This role is pivotal in creating personalized experiences, overseeing daily operations, and fostering a culture of excellence and collaboration. The ideal candidate will possess strong leadership skills, a passion for guest service, and the ability to navigate complex scenarios with composure. Join this innovative community to make a meaningful impact in a dynamic environment where your contributions will be valued and rewarded.

Benefits

Health benefits

Educational opportunities

Special Disney extras

Qualifications

• 2+ years of leadership experience in the service industry.
• Proficient in basic computer functions necessary for operations.

Responsibilities

• Lead a team delivering exceptional concierge-style service.
• Manage day-to-day operations and ensure effective communication.

Skills

Guest service skills

Leadership

Problem solving

Communication skills

Confidentiality

Team collaboration

Education

High school diploma or equivalent

Bachelor's degree in Hospitality Management

Tools

Windows operating system

Job description

As an Artisan Club Member Services Guest Experience Manager you will be part of the Cotino, A Storyliving by Disney community team. You will lead a team focused on delivering exceptional concierge-style service to our Artisan Club members. They will maintain a close, yet professional relationship with each Member to maximize and personalize the club experience. You will lead and support employees while equipping them with the knowledge and resources needed to perform their functions, creating a culture of personalized attention and “solve for yes”.

You will oversee and orchestrate all aspects of the day-to-day operation, leading hourly employees and managing ongoing logistics, all while making informed decisions that will lead to personalized experiences for our members, taking into account the overarching goals of the business including service excellence and financial targets. This role will be responsible for managing workload and ensuring that we have sufficient communication channels available to our Members, including in-person, phone calls, chat function, email, and potentially in-app messaging. Working across multiple teams will be critical to the success of the leader.

This role will be onsite at Cotino, A Storyliving by Disney community in Rancho Mirage, California and will report to the Artisan Club Operations Director.

Responsibilities:

• Demonstrate a passion for guest service with ability to exude genuine hospitality for a dynamic Guest audience consisting predominantly of individuals with a high level of repeat visitation
• Oversee the day-to-day operation, make daily operational decisions that benefit Members, Cast Members and the demands of the business and respond, assess, investigate and resolve situations in a timely manner
• Share regular updates with Cast to ensure they have the most accurate information about Club programs, events and guideline modifications.
• Provide daily leadership to Cast Members by reward and recognition, coaching, counseling, discipline and training and development to ensure the service they are providing exceeds our Member’s expectations
• Supervise daily staffing levels, forecast shift coverage needs based on demand and manage supplies, stock and operating expenses
• Champion a culture of excellence, collaboration, diversity, and innovation.
• Ensure timely follow-through and consistent application of policies and standards, balancing and satisfying high-priority, unique needs for Member bookings
• Provide operational support for a calendar of revolving member events and work directly with Events, Recreation, Communications and other key partners to ensure timely and effective communication deployment
• Exhibit an understanding of the unique components that are inherent in a private club environment, managing the distinct relationships that are built as a result of ongoing repeat visitation, while setting appropriate expectations and levels of accountability amongst the team
• Conduct routine walks with facilities partners, maintenance and custodial vendors documenting challenges, actions and results
• Support contracted and/or approved third party membership opportunities created for Artisan Club members through local businesses (e.g., local golf clubs, Town Center, or other approved concierge-style service relationships)

Basic Qualifications:

• Minimum of 2 years of leadership experience in the Service Industry
• Ability to maintain confidentiality
• Ability to tackle unique scenarios while demonstrating composure
• Ability to analyze complex Member requirements, including special planning
• Ability to develop effective relationships and work as part of a team
• Ability to be a creative problem solver, generate new innovative ideas.
• Proficient in basic computer functions necessary to operate in a Windows environment and other technologies
• Demonstrated excellent Guest service skills
• Demonstrated strong verbal and written communication skills, as well as telephone etiquette skills
• Understanding of the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs, etc.)
• Available to commit to work any day of the week during any shift including weekends, nights and holidays
• Valid CA Driver’s License in good standing

Preferred Qualifications:

• Experience working in a luxury resort or private club environment
• Demonstrated knowledge of and passion for Disney Experiences products and services
• Willingness to learn new applications and lines of businesses as necessary
• Demonstrated ability to work independently
• Demonstrated organizational and time management skills
• Multi-lingual

Required Education:

• High school diploma or equivalent required

Preferred Education:

• Bachelor's degree in Club, Restaurant, Hospitality Management or equivalent field 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 https://jobs.disneycareers.com/benefits

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The hiring range for this position in Rancho Mirage, CA is $71,000 to $95,100 per year. 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.

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