Senior Guest Experience & Bell Services Leader

Disneyland Resort; Anaheim (CA); On-site; USD 77,000 - 98,000; Full time

Job summary

Disneyland Resort in California is seeking a Senior Guest Experience Manager (Sr. GEM) – Front of House to lead Bell Services and Valet operations across resort hotel locations, delivering a seamless arrival, departure, and in-stay transportation experience reflective of Disney service standards.

You will coach salaried and hourly leaders, collaborate with hotel stakeholders, and ensure safety, efficiency, and fiscal discipline while maintaining guest-first hospitality.

Qualifications

• Minimum 3 years of leadership experience in hotel operations, Guest Services, or a related hospitality field.
• Experience leading large, diverse teams in a fast-paced environment.
• Proven ability to resolve complex Guest service situations with professionalism and sound judgment.
• Strong operational, organizational, and communication skills.

Responsibilities

• Lead, coach, and develop salaried and hourly Bell Services and Valet Cast Members with a focus on safety, courtesy, show, and efficiency
• Build bench strength through talent identification, performance feedback, and development planning
• Foster a positive, inclusive, and accountable work environment that supports Cast engagement and retention
• Conduct regular team meetings to communicate priorities, operational updates, and performance expectations
• Own the Guest arrival and departure experience, including luggage handling, valet operations, transportation coordination, and Guest assistance
• Resolve complex Guest concerns and service recovery opportunities with empathy, sound judgment, and a Guest-first mindset
• Partner with Front Office, Housekeeping, Security, Transportation, and Resort stakeholders to deliver seamless Guest experiences
• Anticipate Guest needs and proactively address service opportunities before they escalte

Skills

Leadership experience

Guest services

Operational excellence

Communication skills

Job description

Disneyland Resort in California is seeking a Senior Guest Experience Manager (Sr. GEM) – Front of House to lead Bell Services and Valet operations across resort hotel locations, delivering a seamless arrival, departure, and in-stay transportation experience reflective of Disney service standards.

You will coach salaried and hourly leaders, collaborate with hotel stakeholders, and ensure safety, efficiency, and fiscal discipline while maintaining guest-first hospitality.