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FRONT OFFICE GUEST SERVICE MANAGER

Aulani a Disney Resort & Spa


Location:
Kapolei, Hawaii 96707
Date:
06/21/2017
2017-06-212017-07-22
Job Code:
346994BR
Job Type:
Employee
Job Status:
Full Time
Categories:
  • Customer Service
  • General Help Wanted
  • Hospitality
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Job Details

The Disney culture is enchanting and unique, and we have found a kindred spirit in the living heritage and graceful rhythm of O’ahu. Planned upon 21 acres of oceanfront, Aulani, a Disney Resort & Spa, welcomes guests in true local fashion, calling on your natural passion and Aloha spirit to help us cultivate an experience that is upbeat, colorful, and rooted in tradition. Here, you will form close connections with cast members and watch neighbors become friends. While our guests take home happiness, the legends of O’ahu will become as much a part of them as they are of you.


FRONT OFFICE GUEST SERVICE MANAGER

 



Front Office Guest Service Manager is responsible for the daily operations and is accountable for the safe and efficient operation of the Front Desk, Bell Services, and Concierge. This role actively walks the area during the majority of the shift and will interact with their Cast Members, fellow managers and all other lines of business to ensure maintaining the overall Cast and Guest experience. They will Interact with our Guests on a daily basis to ensure compliance with service standards. This position reports to a Department Head.

 

Responsibilities

Front Office Guest Service Manager is responsible for the daily operations and is accountable for the safe and efficient operation of the Front Desk, Bell Services, and Concierge. This role actively walks the area during the majority of the shift and will interact with their Cast Members, fellow managers and all other lines of business to ensure maintaining the overall Cast and Guest experience. They will Interact with our Guests on a daily basis to ensure compliance with service standards. This position reports to a Department Head.

Leadership and Relationships
  • Effectively communicate expectations and responsibilities to Front Office Cast Members.
  • Drive and maintain a friendly, sincere and safety focused service culture through consistent performance coaching and team development.
  • Continuously models the Four Keys: Safety, Courtesy, Efficiency and Show.
  • Interpret and utilize service performance indicators to motivate and enhance the overall performance of the team.
  • Ensure smooth communication and relationships with partnering lines of business such as Housekeeping, Recreation, Custodial and Engineering.
  • Anticipate future staffing needs and plan accordingly.
  • Ensure compliance with local, state and federal codes.
  • Foster positive relationships with union, local vendors and partners.

Guest Service Delivery 
  • Exhibit a high degree of competence in anticipating, assessing and driving the guest experience.
  • Establish effective processes and procedures to ensure cleanliness, show quality, consistent guest service delivery and cast productivity according to Disney standards and operating practices.
  • Fosters the Disney culture and maintains an on-stage presence by actively engaging and interacting with the Guests and Cast Members.
  • Exhibit competence in anticipating, assessing and driving the guest experience.
  • Ensure compliance OSHA, ADA, and local innkeeper laws and related issues. Remain current on changing laws and regulatory requirements.

Business Planning and Execution
  • Delivers and upholds corporate brand standards and aligns with the business strategies of the Lodging Line of Business.
  • Activate on and occasionally participate in developing line of business strategies.
  • Adheres to internal controls policies and procedures and operates according to the Operating Guidelines for Front Office.
  • Leverage technology as designed to execute Front Office processes.

Financial Performance
  • Seek creative ways to maximize productivity while sustaining excellent service quality. •Ensures that Guest service recovery for inconvenience and compensation given balance service goals and business goals.

Safety Focus
  • Establish effective processes and procedures to ensure all safety goals are achieved.
  • Responsible for personal and team’s compliance to all related safety training.
Working Relationships
  • INTERNAL- All Cast Members of Aulani, a Disney Resort and Spa operations team and WDI
  • EXTERNAL - Segment Disney Lines of business and support organizations, Hawai’i governmental departments, local vendors, and members of the community

 

Requirements


Basic Qualifications 
 

  • Minimum of 1-3 years in management
  • Demonstrated strong Guest Service skills with high attention to detail
  • Demonstrated strong leadership ability, conflict resolution and follow-through
  • Demonstrated strong desire to interact with Guests and handle difficult guest situations
  • Ability to coach, mentor and develop front-line Cast Members
  • Demonstrated ability to motivate, recognize and direct Cast Members toward a common goal
  • Demonstrated strong partnering skills
  • Demonstrated strong problem solving skills as well as strong verbal and written communication skills
  • Ability to be flexible with work schedule including nights and weekends

Preferred Qualifications

  • Japanese language conversational and written skills desired

Required Education

High school degree or equivalent

Preferred Education

Bachelor degree desired

Additional Information


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

 

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