Front Office Guest Experience Manager

Overview

The Front Office Guest Experience Manager oversees the daily functioning of the Front Office departments including Front Desk, Guest Services, and Concierge. This role requires close interaction with Guests, Cast Members, external vendors, the local community, and business partners to ensure a flawless arrival experience and exceptional service delivery. Proficiency with complex property management and multifaceted hotel guest service systems is essential.

Key Responsibilities

• Lead and inspire a team comprising hourly Front Office, Guest Services, and Concierge Cast Members by exemplifying Disney's leadership principles and service standards such as safety, courtesy, showmanship, inclusion, and efficiency.
• Conduct routine meetings to disseminate important information while coaching and developing a diverse team to meet service excellence.
• Prioritize safety, creating secure environments for both Guests and Cast Members.
• Devote up to 80% of the time working directly in the operational area engaging with Guests and team members, making strategic daily operational decisions that benefit all stakeholders.
• Monitor staffing levels daily to align with demand fluctuations.
• Support, oversee, and verify continuation and recertification of team training competencies.
• Exhibit strategic thinking, managing multiple factors simultaneously and optimizing resources creatively.
• Collaborate actively with leadership, peers, and partners to ensure seamless daily operations.
• Manage departmental budgets and lead relevant projects.

Mandatory Qualifications

• Minimum two years of leadership experience in Front Office operations supporting area leadership vision.
• Proven ability to work collaboratively and hold team members accountable to improve operations continually.
• Capable of influencing change and driving responsibility to completion.
• A proactive learner who independently pursues growth opportunities.
• Availability to work variable shifts including nights, weekends, and holidays.

Preferred Qualifications

• Over two years of experience with Opera Property Management System or similar systems.
• Experience in managing large-scale hotel properties.
• Previous leadership roles within hospitality or related industries.
• Skill in presenting information effectively.
• Multilingual capabilities are advantageous.
• Familiarity with Forbes Standards of Service.

Education

• Required: High school diploma or equivalent practical experience.
• Preferred: Bachelor's degree or equivalent professional experience.

Compensation & Benefits

The salary range for this position in California is $70,000 to $87,500 annually. Actual pay will consider internal equity, location, expertise, and experience. Additional compensation may include bonuses and long-term incentive units, alongside a full benefits package covering medical and financial plans.