Guest Experience Leader: Front Office & Services

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

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