Mgr-Front Desk & Guest Svcs
Location
Anaheim, CA | United States
Job description
Job Summary:
The Manager of the Front Office is a leader of leaders and reports to the Rooms Director. This person should be extremely knowledgeable of Front Office operations and have passion for the hospitality industry and the Disney brand. This role is critical to the Guest experience, and it is expected to lead and inspire salaried leaders and hourly Cast alike. It is expected to spend most of your time in the operation with the Guests and Cast to find trends and improve the Guest and Cast experience. You will be an exemplary leader with the ability to achieve exceptional levels of guest service and quality. You will foster an environment of teamwork, innovation, collaboration and creativity. You will have an intimate knowledge of the hotel industry and leadership experience in large, upscale luxury resorts.
Responsibilities:
- Be a representative of the Disney brand and champion the brand's service vision for product and service delivery, ensuring alignment throughout the Front Office teams on the Disneyland Resort.
- Foster a positive work environment that builds community and trust and shows the Disney leadership behaviors.
- Be a leader and teacher of excellence in Safety, Courtesy, Show, Inclusion, Diversity and Efficiency.
- Set and meet financial goals for the area.
- Demonstrate and communicate key drivers of guest satisfaction for the hotel brand's target guest.
- Oversee all Front Desk/Guest Services/Concierge Operations.
- Monitor rooms operations sales performance against forecast and budget.
- Coach and support operations team to manage occupancy and controllable expenses.
- Hold leaders accountable for achieving expected service and financial results.
- Collaborate with the Sales/Revenue management on rates.
- Lead and coordinate hotel-focused projects within The Hotels of Disneyland Resort.
- Inspire and motivate both hourly Cast Members and salaried leaders and provide exemplary service to internal and external Guests.
- Ensure that business strategies are employed to enhance the Guest experience.
- Monitor and control quality through audit and inspection processes.
- Use data, metrics, market analysis, best practices, latest trends and previous experience to lead operational improvements across the Rooms Division.
- Partner with Hotel Rooms Director to determine and monitor goals.
- Keep Rooms Director and operational leadership informed of hotel performance, trends, and areas of improvement and partner with them on establishing corrective measures.
- Have some administrative responsibilities including hiring decisions, performance evaluations, coaching, and scheduling oversight.
- Work in and oversee an operation in a hospitality environment that operates 24 hours per day, seven days a week, including holidays where a flexible schedule is required.
- Lead succession planning, leadership development and recognition.
- Exemplify and model exceptional Guest service behavior to Guests and Cast
- Support a One Resort mindset to ensure seamless guest experiences
- Leverage the history, heritage and values of the Disneyland Resort to guide new business solutions.
- Handle guest opportunities and review guest survey feedback to ensure appropriate corrective action is taken.
- Engage with Guests and Cast to obtain feedback on their experience and make necessary adjustments.
- Foster a commitment to excellence and ensure there is engaged participation in daily rollcall and staff meetings.
- Champion change, ensuring Disney brand projects are implemented and communicated.
- Perform other tasks or projects as assigned by the Rooms Director.
- Partner with the Hotel Strategy Team and project managers on large-scale projects from conception, through launch, into post-launch.
- analysis/tweaking, to include new hotel concepts, renovations or other creative projects.
Basic Qualifications:
- 7+ years of hotel operations experience.
- 3+ years at the Department Head or Director level in Front Office Operations.
- Experience working in a luxury, rated environment such as Forbes Travel Guide Star Ratings, AAA Diamond Ratings, Relais & Châteaux, etc. and intimate understanding of achieving service standards.
- Exemplary Guest Service and Service Recovery skills.
- A passionate advocate for change, innovation and continuous improvement and development.
- Experience developing and executing strategy and delivering measurable results.
- Leadership experience to provide leadership in a multi-year growth plan.
- Analytical skills and experience with data analytics.
- Flexibility and ability to work in a team-setting with peers, partners, clients and colleagues.
- Problem solving, conflict resolution and coaching skills to address internal and external challenges.
- Experience with the delivery of projects with business impact.
- Handle capital, construction and beautification projects within your establishments or assist other hotel departments with logistical adjustments during other projects.
- An understanding of the Disney audience and creating magical Disney experiences
- An in-depth understanding of financial responsibilities including budgeting, forecasting, capital expenditures, and P&L reviews.
- A professional track record and positive reputation in the industry.
- A polished and positive presence and demeanor.
Preferred Qualifications:
- Experience with hospitality property management systems like OPERA and HOTSOS.
- Experience working in a Forbes rated environment.
- Second Language skills.
Required Education:
Bachelor's degree – preferably in Hotel Management, Hospitality, Restaurant Management, Business, related field, or an equivalent level of experience.
The hiring range for this position is $92,800-$124,400 a 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.
Job tags
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