Guest Experience Manager - Housekeeping

Disney's Hilton Head Island Resort • Hilton Head Island • 9h ago

About the Role & Team

Are you interested in a leadership role within a dynamic hotel operations team located at Disney’s Hilton Head Island Resort? The Housekeeping Guest Experience Manager leads the daily operations of the Housekeeping Department! You will interact with Guests, Cast Members, external service providers, and the local community, to ensure a seamless arrival experience and delivery of superb service. We utilize a complex property management system and other multi-functional hotel/guest services systems.

You will report to the Executive Housekeeper.

What You Will Do

Lead a team of hourly Housekeeping Cast Members while consistently demonstrating the Disney Leader Basics, serving as a model of The Five Keys Basics (safety, courtesy, show, efficiency, and Diversity) and delivering service from the heart.
Maintain employee focus to inspire and develop a diverse, multi-lingual team.
Conduct regular meetings with Cast Members to communicate relevant information.
Recognize, coach, develop, and mentor a diverse team of Cast Members.
Ensure an environment where Safety is the priority.
Conduct daily pre-shift breakout meetings to communicate relevant information to cast members.
Spend up to 80% of each day working in the operating area and interfacing with Guests and Cast Members. Make day-to-day operational decisions and monitor daily staffing needs.
Maintain current training proficiencies, and sign-off on training and recertification completed by Cast Members.
Support local projects and supervise any potential impacts to the Guest and Cast experience.
Communicate and partner with other leaders, peers, and partners to ensure smooth day-to-day operations.
Monitor daily staffing levels and shift coverage needs.
Inspect rooms and provide constructive feedback to cast members.

Required Qualifications & Skills

Energizing leadership skills with the ability to function in a team environment.
Ability to partner with fellow Cast Members and move the operation forward to the next level of excellence.
Ability to influence and be an agent for change.
Creative thinking skills
Interpersonal skills
Professional verbal and written communication skills
Organization and follow-through skills
A positive leader to serve as a role model for performance excellence
Self-starter who continually pursues learning opportunities
Ability to effectively manage and prioritize multiple responsibilities
Windows and Microsoft experience in a professional environment
Flexible with work schedule, including weekends, variable shifts, and holidays

Preferred Qualifications:

College degree in business or hospitality, or equivalent experience

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