Front Office Manager

Disney Cruise Line - The Walt Disney Company; Anaheim (CA); On-site; Confidential; Full time

Job summary

A leading hospitality company is seeking a Senior Front Office Manager to oversee the daily operations of the Front Office, enhancing guest experiences while managing a diverse team. This role requires strong leadership, exceptional communication skills, and financial acumen, reflecting the company's commitment to excellence in service.

Benefits

Medical benefits

Financial benefits

Bonus potential

Career development opportunities

Qualifications

• 3+ years of leadership experience in Front Office or Guest Relations.
• Strong ability to inspire teams and manage competing priorities.
• Self-motivated professional committed to ongoing learning.

Responsibilities

• Manage the day-to-day operation of the Front Office.
• Lead a team of hourly Cast Members and ensure guest satisfaction.
• Monitor daily staffing levels and manage budgets.

Skills

Leadership

Communication

Financial Acumen

Problem-Solving

Collaboration

Education

High school diploma or equivalent

Bachelor's degree strongly preferred

Tools

Hotel property management systems (preferably Opera)

Job description

The Senior Front Office Manager leads the daily operations of the Front Office including Front Desk, Guest Services, Concierge and Club Lounge. You will interact with Guests, Cast Members, external service providers, the local community, and partners 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 Manager- Front Office (Department Head).

Responsibilities/You Will:
• Manage the day-to-day operation of the Front Office
• Lead a team of hourly Cast Members while demonstrating The Disney Leader Basics, serving as a model The Five Keys Basics (safety, courtesy, show, inclusion and efficiency) and delivering service from the heart
• Spend up to 90% of each day working in the operating area engaging with Guests and Cast Members
• Conduct regular meetings with Cast Members to communicate relevant information
• Recognize, coach, develop and inspire a diverse team of Cast Members
• Make daily operational decisions that benefit Guests, Cast Members and the business
• Monitor daily staffing levels based on demand
• Ensure an environment where Guest and Cast Safety are the priority
• Maintain current training proficiencies and sign-off on training and recertification completed by Cast Members
• Manage many variables at one time, creatively and using all available resources
• Ensure compliance of all policies and procedures
• Communicate and partner with other leaders, peers and partners to ensure smooth daily operations
• Manage budgets and projects
• Uphold the legacy and vision of the Walt Disney Company

Basic Qualifications/You Will Have
• 3+ years of leadership experience in Front Office, Guest Relations, or a similar role
• Proven ability to collaborate with others to enhance performance through accountability and continuous improvement
• Strong ability to inspire teams and act as a catalyst for operational advancements
• Demonstrated track record of successfully managing responsibilities and completing initiatives with efficiency
• Self-motivated professional committed to ongoing learning and skill development
• Ability to navigate competing priorities in a dynamic, fast-paced environment
• Strong financial acumen including labor and expense management

Preferred Qualifications
• Working knowledge of hotel property management systems (preferably Opera)
• Prior experience in a luxury hotel
• Strong leadership and problem-solving skills
• Excellent communication skills
• Multilingual skills

Required Education
High school diploma or equivalent

Preferred Education
Bachelor's degree strongly preferred

The hiring range for this position is $77,000 to $95,100. 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.