Room Operations Manager

Job ID 10107430 Location Hilton Head Island, South Carolina, United States Business Disney's Hilton Head Island Resort Date posted Dec. 04, 2024

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Job Summary:

As a Room Operations Manager, you will oversee the front office operations and perform Duty Manager responsibilities. You will lead Front Desk Guest Service Managers, coach and develop salary and hourly non-union Cast Members, conduct quality conversation, D-Achieve updates, and performance reviews. You will be responsible for hiring, separation, and compensation decisions. Direct team to exceed Guest expectations, meet business plans, and complete managerial responsibilities, including maintaining labor and other expenses within the budget guidelines. Ensure there is a constant focus on Guest Service throughout the operation. Ensure the right plans are in place and utilized to make changes, drive creative decisions, and influence planning.

The Room Operations Manager reports to the Resort Manager.

Responsibilities:

Oversee the front office's daily operations
Lead a Guest Service Manager by coaching and directing to exceed Guest expectations
Meet business plans, as well as complete managerial responsibilities, including maintaining labor, schedules, training, losses, verbatims, and room inventory management
Ensure there is a constant focus on guest service throughout the operation
Attend daily briefings for AM/PM cast to ensure communication is maintained
Focus on the arrival experience by spending time in the lobby monitoring cast interactions and expectations
Weekly/Bi-Weekly 1:1’s with leader to include quality conversation, D Achieve updates, and end-of-year reviews
Oversee the hiring and termination process and review and provide compensation guidance
Actively walk the resort throughout each shift and interact with cast members and leaders in all lines of business to assist in maintaining the overall guest and cast experience, ensuring a culture of inclusion
Respond to all major guest and cast situations, ensure proper emergency response procedures are followed and that appropriate reporting takes place. Situations may include medical emergencies and non-emergency medical issues, calls to respond to security or law enforcement issues, and other unforeseen incidents such as flooding, power outages, sewer backups, and more
Respond to guest incidents when escalated regarding front desk issues
Monitor the following processes as the Champion for Quality Operations Procedures (QOP) and Disney Look
Point of contact for AAA audits

Basic Qualifications:

High school diploma
Minimum 5 years of leadership experience
Demonstrated experience in hotel operations
Demonstrated partnering ability
Proven ability as a leader of leaders and self-starter
Ability to display a high level of enthusiasm in leading a team
Proven ability and ownership of various duties within an operation
Ability to be flexible with work schedule
Ability to understand the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, food cost, etc.)

Preferred Qualifications:

Bachelor’s degree or equivalent
Demonstrated strong written and verbal communication skills
Demonstrated experience in Front Desk, Guest Services, and Luggage
Demonstrated experience in Group Operations
Demonstrated strong Guest Service skills
Demonstrated ability to have a global focus
Ability to ensure a focus on leadership development

Additional Information:

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 https://jobs.disneycareers.com/benefits.

This job is located in Hilton Head Island, SC

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About Disney's Hilton Head Island Resort:

Disney Vacation Club is a leader in vacation ownership and provides families the flexibility to personalize their vacation experiences as their vacation interests change over time. Disney Vacation Club cast members help bring touches of Disney magic to members and guests who stay at any one of 14 Disney Vacation Club destinations, including Walt Disney World Resort; Disneyland Resort; Hilton Head Island, South Carolina and Vero Beach, Florida.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Vacation Club Management, LLC., which is part of a business we call Disney's Hilton Head Island Resort.

Disney Vacation Club Management, LLC. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

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The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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Explore this Location Hilton Head, SC

Hilton Head Island is a wonderland of white-sand beaches, tidal creeks, towering live oaks, and winding pathways. A place where classic small-town charm meets refined coastal elegance. Where the catch of the day is tonight’s family-style feast. Where the past is honored and traditions celebrated. And where laughter, connection, and lifelong memories are made.