Job Overview
Benefits
Health Insurance
Dental Insurance
Paid Time Off
bonus
Long-term incentive units
Professional Development
Employee Discounts
Job Description
The Front Office Guest Experience Manager position is offered within a prestigious hospitality environment renowned for its commitment to delivering exceptional guest services and memorable experiences. This company operates as a leader in the hotel industry, known for blending outstanding customer care with operational excellence to create seamless and delightful arrival and stay experiences for its visitors. As a full-service hotel, it provides a variety of amenities and services, positioning itself as a preferred destination for both business and leisure travelers. The corporate culture emphasizes leadership, teamwork, and a dedication to the highest standards of guest satisfaction, complemented by robust training programs and a strong internal community. The employment type is full-time, with a competitive salary range for this role in California, spanning from $70,000 to $87,500 annually. Additional compensation may include bonuses and long-term incentive units, alongside a comprehensive benefits package that supports the well-being and professional growth of its employees.
This managerial role is integral to the daily operations of the Front Office, involving oversight of the Front Desk, Guest Services, and Concierge teams. The successful candidate will be responsible for ensuring every guest's arrival is handled smoothly and with warmth, reflecting the company's hallmark service standards. Key aspects of the role include leadership of a diverse team, hands-on management within the operating area, and the use of advanced property management systems such as Opera and other multifunctional guest services platforms. This position demands a blend of strategic thinking, operational expertise, and exceptional interpersonal skills. The Front Office Guest Experience Manager will function as a key liaison among guests, cast members, external service providers, local community, and various business partners, fostering an environment of safety, inclusion, and efficiency.
Responsibilities encompass leading and inspiring the team by demonstrating leadership principles and Disney’s Five Keys basics — safety, courtesy, show, inclusion, and efficiency — ensuring these values are embedded in daily operations. The manager will regularly communicate with frontline staff, recognize achievements, and coach for continuous improvement. A crucial focus is maintaining a safe environment where guest and caster safety remain top priorities. The role involves a significant operational presence, spending up to 80% of the day on the floor to interface directly with guests and cast members, making real-time decisions that optimize service delivery and staffing based on demand trends.
The position also encompasses maintaining up-to-date training and proficiency certifications for the team, strategic resource management, and collaboration with other department leaders to ensure seamless hotel operations. Budget management and project leadership are key components, requiring the candidate to balance multiple variables and leverage all available resources creatively and efficiently.
The hiring manager will report directly to the Area Manager - Front Office/Guest Services, indicating a clear chain of command and the opportunity for professional growth within the organization. This role is well-suited for an individual with a solid background in front office leadership, capable of influencing positive change and driving the operation towards excellence through accountability and dedicated service excellence.
This managerial role is integral to the daily operations of the Front Office, involving oversight of the Front Desk, Guest Services, and Concierge teams. The successful candidate will be responsible for ensuring every guest's arrival is handled smoothly and with warmth, reflecting the company's hallmark service standards. Key aspects of the role include leadership of a diverse team, hands-on management within the operating area, and the use of advanced property management systems such as Opera and other multifunctional guest services platforms. This position demands a blend of strategic thinking, operational expertise, and exceptional interpersonal skills. The Front Office Guest Experience Manager will function as a key liaison among guests, cast members, external service providers, local community, and various business partners, fostering an environment of safety, inclusion, and efficiency.
Responsibilities encompass leading and inspiring the team by demonstrating leadership principles and Disney’s Five Keys basics — safety, courtesy, show, inclusion, and efficiency — ensuring these values are embedded in daily operations. The manager will regularly communicate with frontline staff, recognize achievements, and coach for continuous improvement. A crucial focus is maintaining a safe environment where guest and caster safety remain top priorities. The role involves a significant operational presence, spending up to 80% of the day on the floor to interface directly with guests and cast members, making real-time decisions that optimize service delivery and staffing based on demand trends.
The position also encompasses maintaining up-to-date training and proficiency certifications for the team, strategic resource management, and collaboration with other department leaders to ensure seamless hotel operations. Budget management and project leadership are key components, requiring the candidate to balance multiple variables and leverage all available resources creatively and efficiently.
The hiring manager will report directly to the Area Manager - Front Office/Guest Services, indicating a clear chain of command and the opportunity for professional growth within the organization. This role is well-suited for an individual with a solid background in front office leadership, capable of influencing positive change and driving the operation towards excellence through accountability and dedicated service excellence.
Job Requirements
- High school diploma or equivalent experience
- 2+ years experience as front office leader
- experience partnering with team and peers
- ability to influence change
- strong follow-through skills
- self-starter mindset
- availability for variable shifts including weekends, nights, and holidays
Job Qualifications
- Front office leader with 2+ years experience supporting the vision of area leader
- experience partnering with fellow cast members and peers to move operation forward through accountability
- demonstrated ability to influence change
- demonstrated skills to see responsibilities through to completion
- self-starter pursuing learning opportunities
- experience with Opera property management system or related systems preferred
- experience working large hotel properties preferred
- related leadership experience preferred
- experience presenting information preferred
- multilingual skills preferred
- knowledge of Forbes Standards of Service preferred
Job Duties
- Lead a team of hourly front office, guest services, and concierge cast members
- exercise leadership demonstrating The Disney Leader Basics and The Five Keys Basics
- conduct regular meetings with cast members to communicate information
- recognize, coach, develop and inspire a diverse team
- ensure an environment where guest and cast safety are the first priority
- spend up to 80% of each day working in the operating area interfacing with guests and cast members
- make daily operational decisions benefiting guests, cast members, and the business
- monitor daily staffing levels based on demand
- maintain current training proficiencies and sign-off on training and recertification
- manage many variables and use available resources creatively
- communicate and partner with other leaders, peers, and partners to ensure smooth daily operations
- manage budgets and projects
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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