Guest Experience Manager-Food & Beverage

Job ID 10101974 Location Lake Buena Vista, Florida, United States Business Walt Disney World Resort Date posted Sep. 23, 2024

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ENJOY THE MAGIC

Because our employees and cast members are at the heart of everything we do, Disney offers a competitive total rewards package that includes pay, health and savings benefits, time-off programs, educational opportunities and more.

*Benefits and eligibility may vary by business and location

HEALTH INSURANCE & WELLBEING
CHILDCARE OPTIONS
PAID TIME OFF
RETIREMENT PROGRAMS
TUITION ASSISTANCE
WEEKLY PAY

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"I didn't think it was possible that something I did for fun - telling sports stories through stats - could become my job until I came here."

Ana, Sr. Researcher, ESPN

Job Summary:

About the Role & Team

“We make magic.” 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! As a Food & Beverage Operations Guest Experience Manager you will lead Stage Management of our accomplished Cast in high-volume multi restaurant complex in Hotels. You will ensure efficient and safe operations, promote an immersive Guest experience, increase Cast engagement and safeguard our brand. You will work with our outstanding Guest service standards; recognize/coach Cast behaviors; and manage the business through Important Goals while maintaining a connection to the rich history and heritage of our Disney Hotels. This is a part-time role.

You will report to the Food and Beverage Proprietor

What You Will Do

Work with guests and cast members and resolving any issues.
Help the cast focus to develop a diverse team.
Recognize cast members and hold them accountable for delivering excellence with the Five Keys in safety, courtesy, inclusion, show and efficiency.
Be a teacher and developer, take a sincere interest in the Cast and be vested in their success.
Exceed guest expectations that yield results and positive guest feedback.
Advocate for change, inclusion, innovation and continuous improvement.
Partner and collaborate with other leadership teams due to shared Cast base.
Be a functional / subject matter expert of the operation.
Participate in departmental meetings and communicate relevant information to cast members.
Participate and provide operational perspective in project planning and LOB departmental meetings.
Make balanced daily operational decisions that benefit guests, cast members and the demands of the business.
Manage daily staffing levels based on demand and provide daily results.
Support local projects and monitor any potential impacts to the guest and cast experience.
Implement Resort plans relating to cost control and other food & beverage projects.
Support change, taking calculated risks to integrate processes, removing barriers and aligning performance goals of the hourly Cast.

Required Qualifications & Skills

3+ Years of experience in a leadership role within Food & Beverage.
Worked with multiple styles of service such as Quick Service, Table Service, Concierge, Bar/Lounge, & Pool/Cabanas.
Lead team, hold self and others accountable, and the ability to deal with conflict.
Demonstrated operational guest service experience and guest service skills.
Coach Cast Members to correct behavior across lines of business.
Proficient in basic computer functions necessary to operate in a Windows environment and open to learn new technology.
Understand the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs, etc.) as it relates to the Main Business Indicators.
Open to a flexible work schedule, including weekends, variable shifts and holidays
Understand scope beyond immediate area – will partner with other hotel departments including Signature Dining, Banquets, Housekeeping, Front Desk, Bell & Valet, Spa, Engineering, Stores, etc.
Implement operational vision

Preferred Qualifications

Led multiple locations at one time.
Labor Management
Food Cost Control
High-level Guest Service
Team Development
Led in a union environment
Bilingual skills

Education

High School diploma or equivalent

Our Benefits: 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 Lake Buena Vista, FL

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About Walt Disney World Resort:

Since opening in 1971, Walt Disney World Resort has played an important role in many childhood and family memories. Today, hundreds of millions of guests from around the globe visit this magical place to enjoy a Disney vacation. Through a combination of creativity, innovation and technology, the resort immerses guests in classic Disney tales and new kinds of family entertainment. Drawing from a rich heritage of storytelling, Walt Disney World Resort cast members bring Disney magic to life through unmatched attention to detail and superior guest service.

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 Walt Disney Parks and Resorts U.S., Inc., which is part of a business we call Walt Disney World Resort.

Walt Disney Parks and Resorts U.S., Inc. 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.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

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 Lake Buena Vista, FL

Lake Buena Vista is home to the Disney Springs retail, dining and entertainment complex, Disney’s Typhoon Lagoon Water Park, Disney’s Lake Buena Vista Golf Course and several resort hotels are located with the City limits.