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Guest Experience Manager-Housekeeping


At Disney, we‘re storytellers. We make the impossible, possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world.
“We create happiness.” That’s our motto at Walt Disney Parks and Resorts. And it permeates everything we do. At Disney, you’ll help inspire that magic by enabling our teams to push the limits of entertainment and create the never-before-seen!
Picture yourself...

  • Helping to shape the future of Disney Hospitality
  • Leading, inspiring and developing a high-performing, multi-cultural team that prides itself on exceptional guest service
  • Delivering an outstanding vacation experience for guests from around the world

Your Role:
Our Guest Experience Management team takes great pride in leading a cast of talented housekeeping professionals that ensure our guests’ room and accommodations are what they’ve come to expect from Disney.

  • Lead, inspire, engage, coach and develop a highly diverse, multi-cultural team in delivering exceptional guest service
  • Maintain a positive attitude and strong cast focus
  • Recognize cast members and hold them accountable for delivering excellence in safety, courtesy, show and efficiency
  • Coordinate, develop and inspect daily cleaning assignments; providing feedback to ensure cleanliness and service and product quality standards are met in a timely and efficient manner
  • Partner closely with the resort hotel Front Office, Engineering Services and other teams to ensure delivery of clean and ready rooms
  • Conduct daily pre-shift breakout meetings to communicate relevant information to cast members
  • Make day-to-day operational decisions that benefit guests, cast members and the demands of the business
  • Monitor daily staffing levels, anticipate 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

What We’re Looking for:

  • Minimum 2 years supervisory/managerial experience
  • Previous housekeeping and/or custodial experience with knowledge of chemicals, materials, cleaning technique and equipment
  • Passion for service and commitment to safety and security awareness
  • Demonstrated experience in hospitality and guest service skills
  • Demonstrated strong verbal and written communication skills
  • Ability to understand the impact of financial aspects of an 
operation (i.e. operating budget, revenue, labor, inventory 
systems, costs, etc.)
  • Demonstrated ability to gather and use relevant facts to inform decision-making and solve issues
  • Demonstrated ability to identify, evaluate and improve processes to deliver better guest service and improve the cast experience
  • Demonstrated ability to resolve conflict and serve as a trusted advisor for direct reports, peers, partners and other leaders
  • Demonstrated strong organization, multi-tasking and time management skills with attention to detail
  • Proficient in basic computer functions necessary to operate in a Windows environment and adaptable to new technology
  • Ability to be flexible with work schedule, including weekends, variable shifts and holidays
  • Able to lift 17 pounds and push/pull up to 85 pounds
  • Able to bend, flex and walk for extended periods of time
  • High school diploma or equivalent
  • Operating a company vehicle along with a valid US driver’s license is requirement for this role

How to Stand Out:

  • Previous experience working at a luxury property or Disney Resort Hotel
  • Previous experience with HotSOS/REX
  • Proven ability to lead in a unionized environment
  • Demonstrated multilingual skills, particularly Creole, 
Portuguese, Spanish and Vietnamese
  • Bachelor’s degree in hospitality or a related field or equivalent 

Additional Information©Disney is an equal opportunity employer. Drawing Creativity from Diversity.

Apply now

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