About this role
Leader Casting Call (LCC): Guest Experience Manager - Food & Beverage
Job Description: Are you interested in impacting the future of Disney Hospitality? Would you like to lead, inspire, and develop a hard-working, multicultural team that prides itself on delivering exceptional service? Join us in providing an outstanding vacation experience for Guests from around the world!
As part of the Food & Beverage leadership team at Walt Disney World®, you'll continue a tradition of excellence that extends for generations! We lead all aspects of the daily operations of Table Service, Quick Service, and/or Outdoor Vending locations across the Walt Disney World Resort. We are dedicated to ensuring Cast Members feel safe, welcomed, and supported to provide an incredible Guest experience. Together, we make decisions, implement plans, and demonstrate creativity in a continuously evolving environment. We collectively maintain a workplace where everyone is authentically respected and acknowledged, leading to development of self and others.
This Leader Casting Call (LCC) posting is to create a bench for future openings, opportunities may be statused or Internal Assignments (IA). If selected, you will report to the location’s Proprietor. Interviews will be conducted in-person at the Walt Disney World Casting Center. Relocation assistance will not be available for LCC opportunities.
Additional Information: KEYWORD: WDW Casting
Basic Qualifications: • Must be a statused Florida-site hourly Cast Member or Disney Vacation Club off-site (Vero Beach/Hilton Head) Cast Member • Must have support from your Leader of Leader (Proprietor, Senior Leader, etc.) • 1+ year (at least one year) of formal or informal leadership experience in a relevant field (Coordinator, FSA, Captain, General Teller, Trainer, Key Holder, Assistant Manager, Manager, Supervisor, Educator (teacher in a classroom, private or public setting) • 1+ year (at least one year) of Food & Beverage experience (for example, Outdoor Vending, Quick Service Restaurants, Table Service Restaurants, Character Dining, Signature Dining) at Walt Disney World or similar hospitality company • Effective communication across teams so that everyone understands updates, priorities, and appropriate course of escalation • Proficiency resolving complex scenarios while demonstrating composure, including navigating and leading through Cast- and Guest-affecting conflict • Understanding of the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs, etc.) • Commitment to promoting an inclusive work environment that supports diverse perspectives • Experience balancing multiple demands and requests amidst constant change • Available to work any shift including days, nights, weekends, and holidays
Preferred Qualifications: • Experience working in a Merchandise operation at Walt Disney World or similar hospitality company • Knowledge of Disney procedures gained from work experience • Proficiency communicating through email such as Microsoft Outlook, and adapting quickly to new technology and computer applications • Experience leading in a unionized environment • Multilingual skills in languages such as American Sign Language, Cantonese, French, German, Hawaiian, Haitian Creole, Japanese, Mandarin, Portuguese, Spanish, Tagalong, Vietnamese
Responsibilities: • Ensure a work environment where Cast and Guest safety are the first priority, including by ensuring operational compliance to food preparation, safety and loss prevention standards, and health regulations • Build an environment of inclusion where diverse thoughts and ideas are recognized • Lead Cast Members by instructing, mentoring, and taking appropriate action to adjust deficient conditions, behaviors, and work practices. Communicate relevant information and updates, including when conducting daily pre-shift breakout meetings • Recognize, develop, and empower Cast Members to achieve their full potential, by holding them accountable for exceeding Guest expectations through the 5 Keys, and helping them deliver 100% Guest excellence • Incorporate the lens of Leadership, Management, Technical skills, and Relationships (LMTR) in daily functions and when implementing decisions. This includes making daily operational decisions that benefit Guests, Cast Members, and the demands of the business. You will also respond to, assess, investigate, and resolve emergency situations, unexpected downtimes, and Guest issues in the operation • Partner with other Lines of Business and support teams to ensure smooth daily operations and seek opportunities to improve Guest service. This may include collaborating with and leading Merchandise locations, including retail shops, show kitchens, sewing locations, and others • Supervise daily staffing levels, forecast shift coverage needs based on demand, manage supplies, stock, and operating expenses, and support local projects, including evaluating any potential impacts to the Guest and Cast experience