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Club Member Services Manager (Cotino™)

Job ID 10116194 Location Rancho Mirage, California, United States / Palm Desert, California, United States Business Disney Experiences Date posted Apr. 03, 2025
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Job Summary:

As an Artisan Club Member Services Guest Experience Manager you will be part of the Cotino™, A Storyliving by Disney™ community team. You will lead a team focused on delivering exceptional concierge-style service to our Artisan Club members. They will maintain a close, yet professional relationship with each Member to maximize and personalize the club experience. You will lead and support employees while equipping them with the knowledge and resources needed to perform their functions, creating a culture of personalized attention and “solve for yes”.

You will oversee and orchestrate all aspects of the day-to-day operation, leading hourly employees and managing ongoing logistics, all while making informed decisions that will lead to personalized experiences for our members, taking into account the overarching goals of the business including service excellence and financial targets.  This role will be responsible for managing workload and ensuring that we have sufficient communication channels available to our Members, including in-person, phone calls, chat function, email, and potentially in-app messaging. Working across multiple teams will be critical to the success of the leader.

This role will be onsite at Cotino™, A Storyliving by Disney™ community in Rancho Mirage, California and will report to the Artisan Club Operations Director.

Responsibilities:

  • Demonstrate a passion for guest service with ability to exude genuine hospitality for a dynamic Guest audience consisting predominantly of individuals with a high level of repeat visitation
  • Oversee the day-to-day operation, make daily operational decisions that benefit Members, Cast Members and the demands of the business and respond, assess, investigate and resolve situations in a timely manner
  • Share regular updates with Cast to ensure they have the most accurate information about Club programs, events and guideline modifications.
  • Provide daily leadership to Cast Members by reward and recognition, coaching, counseling, discipline and training and development to ensure the service they are providing exceeds our Member’s expectations
  • Supervise daily staffing levels, forecast shift coverage needs based on demand and manage supplies, stock and operating expenses
  • Champion a culture of excellence, collaboration, diversity, and innovation.
  • Ensure timely follow-through and consistent application of policies and standards, balancing and satisfying high-priority, unique needs for Member bookings
  • Provide operational support for a calendar of revolving member events and work directly with Events, Recreation, Communications and other key partners to ensure timely and effective communication deployment
  • Exhibit an understanding of the unique components that are inherent in a private club environment, managing the distinct relationships that are built as a result of ongoing repeat visitation, while setting appropriate expectations and levels of accountability amongst the team
  • Conduct routine walks with facilities partners, maintenance and custodial vendors documenting challenges, actions and results
  • Support contracted and/or approved third party membership opportunities created for Artisan Club members through local businesses (e.g., local golf clubs, Town Center, or other approved concierge-style service relationships)

Basic Qualifications:

  • Minimum of 2 years of leadership experience in the Service Industry
  • Ability to maintain confidentiality
  • Ability to tackle unique scenarios while demonstrating composure
  • Ability to analyze complex Member requirements, including special planning
  • Ability to develop effective relationships and work as part of a team
  • Ability to be a creative problem solver, generate new innovative ideas.
  • Proficient in basic computer functions necessary to operate in a Windows environment and other technologies
  • Demonstrated excellent Guest service skills
  • Demonstrated strong verbal and written communication skills, as well as telephone etiquette skills
  • Understanding of the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs, etc.)
  • Available to commit to work any day of the week during any shift including weekends, nights and holidays
  • Valid CA Driver’s License in good standing

Preferred Qualifications:

  • Experience working in a luxury resort or private club environment
  • Demonstrated knowledge of and passion for Disney Experiences products and services
  • Willingness to learn new applications and lines of businesses as necessary
  • Demonstrated ability to work independently
  • Demonstrated organizational and time management skills
  • Multi-lingual

Required Education:

  • High school diploma or equivalent required

Preferred Education:

  • Bachelor's degree in Club, Restaurant, Hospitality Management or equivalent field experience

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

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The hiring range for this position in Rancho Mirage, CA is $71,000 to $95,100 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.

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About Disney Experiences:

Disney Experiences brings the magic of Disney stories and franchises to life through theme parks, resorts, cruise ships, unique vacation experiences, products and more around the world. Disney shines in the travel industry with six resort destinations in the United States, Europe and Asia; a top-rated cruise line; a popular vacation ownership program; and an award-winning guided family adventure business. Plus, Disney's global consumer products operations include the world's leading licensing business; the world's largest children's publishing brands; one of the world's largest licensors of games across all platforms; and Disney store locations around the world and on the web.

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 Storyliving by Disney Club, Inc., which is part of a business we call Disney Experiences.

Storyliving by Disney Club, 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, visit the Disney candidate disability accommodations FAQs. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Having technical issues? View the FAQs for help.

Hiring Process

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  • Be Part of the Story

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  • The Next Chapter

    Once you've applied, you will receive an email allowing you to access your candidate dashboard. Create your login and make sure to check your dashboard often to see your application progress.

Explore this Location Rancho Mirage, CA

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