Guest Experience Manager-Housekeeping

The Housekeeping Guest Experience Manager leads the daily operations of the Housekeeping team including Reception and Lost & Found. You will work with Guests, Cast Members, external service providers, the local community, and partners daily to provide a seamless arrival experience and delivery of clean and ready rooms for guest arrival. You will use a complex property management system and other multi-functional hotel/guest services systems.

You will report to the Executive Housekeeper

Responsibilities/You Will

•  Lead a team of hourly Housekeeping Cast Members while focusing and delivering on safety, courtesy, show and efficiency. Recognize and coach a diverse team of Cast Members.
• Conduct regular meetings with Cast Members to communicate relevant information.
• Ensure a seamless arrival experience for Guests.
• Manage the Housekeeping Operations – You will spend up to 80% of each day working in the operating area with Guests and Cast Members. Make daily operational decisions that benefit Guests, Cast Members and the business.
• Support training - Maintain current training proficiencies and confirm training and recertification completed by Cast Members.
• Position for success - Support local projects and anticipate/address potential impacts to the Guest and Cast experience.
• Partner with key players - Communicate and partner with other leaders, peers and partners to ensure smooth daily operations.
• Monitor daily staffing levels and forecast labor coverage needs based on business demand.
• Exceed guest expectations that yield results and positive guest feedback.
• Partner with the Front Office team to ensure delivery of clean and ready rooms for guest arrival.

Basic Qualifications/You Will Have

• Minimum 3 years of Front Desk or Housekeeping leadership/managerial experience
• 3 years of leadership experience with the ability to function in a team environment. Hold self and others accountable, and the ability use partnership and networking skills to resolve conflict and problems.
• Experience leading a multicultural team and passion for developing others
• Experience partnering with fellow Cast Members to move the operation forward to the next level of excellence.
• Experience understanding the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs, etc.)
• Organization, multi-tasking and time management skills with attention to detail
• Demonstrated skills to see responsibilities through to completion
• Maintain positivity and a cast focus to engage and develop a diverse, multi-lingual team.
• Proficient in basic computer functions necessary to operate in a Windows environment and adapt to new technology
• Availability to work a flexible work schedule, including weekends, variable shifts and holidays

Preferred Qualifications

• Previous experience with Opera Property Management System or related property management systems
• Previous experience working in a Housekeeping role or knowledge of chemicals, materials, cleaning technique and equipment
• Experience in a Forbes rated hotel or equivalent
• Multilingual skills
• Prior leadership experience in a unionized environment

Required Education

High school diploma or equivalent

Preferred Education

Bachelor's degree in hospitality or a related field or equivalent job experience

Benefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at jobs.disneycareers.com/benefits.

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The hiring range for this position in California is $57,810 to $77,550 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.