About this role
LCC Guest Experience Manager - Resort Front Office
Job Description: Do you picture yourself shaping the future of Disney Hospitality, while leading, inspiring and developing a hard-working, multicultural team that prides itself on exceptional Guest service? Be part of a team that delivers an outstanding vacation experience for Guests from around the world!
As part of the Walt Disney World® Resort Operations leadership team, you'll contribute to a tradition of excellence that extends for generations! You will lead all aspects of the Bell Services, Concierge, and Club Level teams at our resorts, ensuring Cast Members feel safe, supported, and encouraged to provide an incredible Guest experience. You will help make decisions, implement plans through key partnerships, and demonstrate flexibility and creativity in a constantly evolving environment. You will collaborate to maintain a workplace where everyone is authentically respected and acknowledged, leading to development of self and others.
This Leader Casting Call (LCC) is to create a bench for future openings, opportunities may be statused or Internal (Temporary) 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.
Responsibilities: • Ensure an environment where Guest and Cast Member safety are the first priority, and an environment of inclusion where diverse thoughts and ideas are recognized. • Incorporate the lens of Leadership, Management, Technical skills, and Relationships (LMTR) in daily functions, and when implementing decisions to ensure smooth operations. This includes daily operational decisions that benefit Guests, Cast Members, and the demands of the business. • Respond to unexpected downtimes, Guest issues, and partner with other teams and departments (Housekeeping/Custodial, Engineering Services, etc.). Respond, assess, investigate, and resolve different emergency situations with Guests and Cast. Seek opportunities to improve Guest service. • Lead Cast Members by instructing, mentoring, and taking appropriate action to adjust deficient conditions, behaviors, and work practices. Recognize, empower, and encourage Cast to achieve their full potential by holding them accountable to performance expectations, the Five Keys, and exceeding Guest expectations through 100% Guest excellence. • Share communication across teams to ensure everyone understands updates, priorities and appropriate course of escalation. This includes when conducting daily pre-shift breakout meetings to communicate relevant information to Cast Members. • Monitor daily staffing levels, forecast shift coverage needs based on demand, and manage supplies, stock, and operating expenses. • Support local projects and monitor any potential impacts to the Guest and Cast experience.
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/public setting, etc.) • 1+ year (at least one year) of experience in Resort Operations (Bell Services, Front Office, Housekeeping, Resort Custodial, Resort Recreation, Resort Merchandise, Resort Food & Beverage) or Park Operations – Guest Relations • Available to work any shift including days, nights, weekends, and holidays • Commitment to promote an inclusive work environment that supports diverse perspectives • Understanding of the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs, etc.)
Preferred Qualifications: • Experience working in a Resort Front Office/Concierge/Guest Services/Bell Services role within the past 5 years • Experience with HERO, HotSOS, Hotel Experience, Guest Service Suite, etc. • Demonstrated ability to build Excel reports and PowerPoint presentations, communicate using Outlook, and adapt to new technology and computer applications quickly • Demonstrated skills solving complex scenarios while maintaining composure, as well as managing demands and requests simultaneously amidst constant change • Demonstrated proficiency navigating and leading through conflict, both Cast- and Guest-affecting • Knowledge of Disney procedures from work experience • Experience in high-occupancy resorts with a high room turn rate • 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