Guest Exp Mgr-Front Office

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

Job summary

Disney Cruise Line - The Walt Disney Company in Anaheim, CA is seeking a Front Office Guest Experience Manager to lead daily operations of Front Desk, Guest Services, and Concierge, ensuring a seamless arrival experience and Disney service standards. You will interact with Guests, Cast Members, and partners, using Opera PM and other systems, to maintain high-quality guest experiences.

You will supervise shifts, oversee training, safety, and budgeting while modeling The Five Keys and Disney

Qualifications

• Front Office Leader with 2+ years’ experience supporting the vision of the area leader.
• Experience partnering with fellow Cast Members and peers to move the operation forward to the next level of excellence through accountability.
• Demonstrated ability to influence and be an agent for change.
• Demonstrated skills to see responsibilities through to completion.
• Self-starter who continually pursues learning opportunities.
• Will be scheduled variable shifts, including weekends, nights, and holidays.

Responsibilities

• Exercise leadership - Lead a team of hourly Front Office, Guest Services, and Concierge. Cast Members demonstrating The Disney Leader Basics, serving as a model The Five Keys Basics (safety, courtesy, show, inclusion and efficiency) and delivering Disney service standards from the heart. Conduct regular meetings with Cast Members to communicate relevant information. Recognize, coach, develop and inspire a diverse team of Cast Members.
• Ensure safety – Ensure an environment where Guest and Cast Safety are the first priority.
• You will spend up to 80% of each day working in the operating area interfacing with Guests and Cast Members. Make daily operational decisions that benefit Guests, Cast Members and the business. Monitor daily staffing levels based on demand.
• Support and lead training - Maintain current training proficiencies and sign-off on training and recertification completed by Cast Members.
• Strategic Thinker- Manage many variables at one time, creatively and using all available resources.
• Partner with key players - Communicate and partner with other leaders, peers and partners to ensure smooth daily operations.
• Manage budgets and projects.

Skills

Leadership

Team Management

Budgeting

Multilingual skills

Change agent

Education

High School Diploma or equivalent

Bachelor's degree

Tools

Opera Property Management System

Job description

Job Summary

The Front Office Guest Experience Manager leads the daily operations of the Front Office, including Front Desk, Guest Services, and Concierge. You will interact with Guests, Cast Members, external service providers, the local community, and partners on a daily basis, 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/Guest Services

Responsibilities/You Will

• Exercise leadership - Lead a team of hourly Front Office, Guest Services, and Concierge. Cast Members demonstrating The Disney Leader Basics, serving as a model The Five Keys Basics (safety, courtesy, show, inclusion and efficiency) and delivering Disney service standards from the heart. Conduct regular meetings with Cast Members to communicate relevant information. Recognize, coach, develop and inspire a diverse team of Cast Members.
• Ensure safety – Ensure an environment where Guest and Cast Safety are the first priority.
• You will spend up to 80% of each day working in the operating area interfacing with Guests and Cast Members. Make daily operational decisions that benefit Guests, Cast Members and the business. Monitor daily staffing levels based on demand.
• Support and lead training - Maintain current training proficiencies and sign-off on training and recertification completed by Cast Members.
• Strategic Thinker- Manage many variables at one time, creatively and using all available resources.
• Partner with key players - Communicate and partner with other leaders, peers and partners to ensure smooth daily operations.
• Manage budgets and projects.

Basic Qualifications/You Will Have

• Front Office Leader with 2+ years’ experience supporting the vision of the area leader.
• Experience partnering with fellow Cast Members and peers to move the operation forward to the next level of excellence through accountability.
• Demonstrated ability to influence and be an agent for change.
• Demonstrated skills to see responsibilities through to completion.
• Self-starter who continually pursues learning opportunities.
• Will be scheduled variable shifts, including weekends, nights, and holidays.

Preferred Qualifications

• 2+ years’ experience with Opera Property Management System, or related property management systems.
• Experience working large hotel properties.
• Related leadership experience.
• Experience presenting information.
• Multilingual skills.
• Forbes Standards of Service knowledge.

Required Education

High school diploma or equivalent experience.

Preferred Education

Bachelor's degree or equivalent job experience.

The hiring range for this position in California is $70,000.00-$87,500.00. 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.