Guest Security & Safety Operations Lead

Disney; Kapolei (HI); On-site; USD 72,000 - 97,000; Full time

Job summary

Disney’s Aulani Resort on Oahu, Hawaii, seeks a Security Guest Service Manager to lead security and life-safety operations. This salaried, on-site role guides a team of security hosts, sets priorities, and partners with stakeholders to deliver a safe, welcoming guest experience.

You will develop staffing plans, conduct investigations, enforce safety policies, and model Disney values while mentoring Cast Members to uphold exceptional service and asset protection.

Responsibilities

• Provide day-to-day strategic and tactical leadership in all aspects of security and life safety operations, ensuring alignment with resort and Disney Experiences goals.
• Conduct investigations and prepare detailed reports on injuries, crimes, policy violations, and other safety or security incidents involving Guests and Cast, including coordination with state and federal agencies as needed.
• Protect sensitive Cast, Guest, investigative, employee-relations, and operational information. Apply confidentiality and need-to-know principles consistently, sharing information only with authorized individuals and appropriate partners.
• Promote and enforce company policies related to safety regulations, asset protection, and loss prevention, ensuring consistent compliance across the operation.
• Understand the business, its culture, and operational challenges to identify opportunities to reduce risk and implement efficient, effective safety measures.
• Directly engage with leaders and Cast to provide clear direction, expectations, staffing plans, and resources needed to deliver on the mission to serve and protect while achieving the highest level of guest service.
• Maintain a positive, collaborative, and productive workplace by identifying and resolving issues promptly, managing conflict, providing candid feedback, and addressing performance or conduct concerns appropriately, consistently, and with respect. Partner with Human Resources, Employee Relations, Security leadership, and other appropriate partners when necessary.
• Independently assess routine and escalated situations, exercise sound judgment, and make timely decisions within the scope of authority. Accurately determine urgency, the appropriate response, and when escalation is required, while providing steady leadership and operational continuity in the Manager's absence.
• Lead in the development and reinforcement of a strong culture of safety, modeling Disney values and ensuring that safety is a foundational priority for the team.
• Establish clear performance and conduct expectations, monitor results, provide timely coaching, and hold Cast Members and leaders accountable for commitments and organizational standards in an appropriate and consistent manner.
• Plan and prioritize teamwork by listing organizational goals into well-defined outcomes, aligning schedules and resources to meet operational needs.
• Collaborate across departments and with other leaders to coordinate security support for resort operations, events, and guest activities in a team-oriented manner.
• Lead, develop, and coach Cast Members through ongoing feedback, recognition, and development planning, while recognizing individual strengths and working styles and supporting career aspirations.
• Model professional leadership presence and sound emotional intelligence by maintaining appropriate professional boundaries, building trust, managing difficult conversations with composure and respect, and balancing care and compassion with accountability and organizational standards.
• Create an environment where Disney values are experience

Job description

Disney’s Aulani Resort on Oahu, Hawaii, seeks a Security Guest Service Manager to lead security and life-safety operations. This salaried, on-site role guides a team of security hosts, sets priorities, and partners with stakeholders to deliver a safe, welcoming guest experience.

You will develop staffing plans, conduct investigations, enforce safety policies, and model Disney values while mentoring Cast Members to uphold exceptional service and asset protection.