Club Member Services Manager (Cotino™)
Descrição do cargo:
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.
Sobre o Disney Experiences:
O Disney Experiences dá vida à magia das histórias e franquias Disney com parques temáticos, resorts, navios de cruzeiro, experiências de férias exclusivas, produtos e muito mais em todo o mundo. A Disney brilha no setor de viagens com seis destinos de resort nos Estados Unidos, na Europa e na Ásia; uma linha de cruzeiros de primeira; um programa popular de propriedade de férias; e um premiado segmento de aventura em família guiado. Além disso, as operações globais de produtos de consumo da Disney incluem os principais negócios de licenciamento do mundo, as maiores marcas de publicações infantis do mundo, um dos maiores licenciadores de jogos do mundo em todas as plataformas; e lojas Disney no mundo todo e na internet.
Sobre The Walt Disney Company:
A The Walt Disney Company, juntamente com suas subsidiárias e afiliadas, é uma líder diversificada em entretenimento familiar e mídia internacional que inclui três segmentos principais de negócios: Disney Entertainment, ESPN e Disney Experiences. Desde seus primeiros passos como um estúdio de desenho animado na década de 1920 até se tornar o atual nome de destaque na indústria do entretenimento, a Disney orgulhosamente dá continuidade a seu legado de criação de histórias e experiências de padrão internacional para toda a família. As histórias, personagens e experiências da Disney tocam consumidores e visitantes de todas as partes do mundo. Com operações em mais de 40 países, nossos funcionários e colaboradores trabalham juntos para criar experiências de entretenimento adoradas por todos.
Esta vaga é oferecida junto à Storyliving by Disney Club, Inc., que é parte de um segmento de negócios que chamamos de Disney Experiences.
Storyliving by Disney Club, Inc. é um empregador de oportunidades iguais. Os candidatos serão selecionados para emprego independente de raça, religião, cor, sexo, orientação sexual, gênero, identidade de gênero, expressão de gênero, nacionalidade, ancestralidade, idade, estado civil, status militar ou de veterano, quadro clínico, informações genéticas ou deficiência, ou qualquer outro motivo proibido por lei federal, estadual ou local. A Disney defende um ambiente de negócios em que ideias e decisões de todas as pessoas nos ajudam a crescer, inovar, criar as melhores histórias e ser relevantes em um mundo em constante evolução.
ACOMODAÇÃO PARA PESSOAS COM NECESSIDADES ESPECIAIS PARA CANDIDATURAS A EMPREGO
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.
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Conheça este local Rancho Mirage, CA
A The Walt Disney Company entretém, informa e inspira pessoas de todo o mundo com seu poder incomparável de contar histórias, refletindo as marcas icônicas, mentes criativas e tecnologias inovadoras que fazem dela a principal empresa de entretenimento do mundo.
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