Guest Experience Manager- Hotel Food & Beverage

  • Disney Parks, Experiences and Products
  • Fullerton, California
  • Nov 23, 2022
Full time General Managers and Management Executives

Job Description

As the Food & Beverage Operations Guest Experience Manager, you will oversee stage management of our experienced Cast in high-volume multi restaurant complex in Hotels. You will ensure efficient and safe operations, guide an immersive Guest experience, increase Cast engagement and safeguard our brand. You will aim to provide outstanding Guest service standards; recognize/coach Cast behaviors and manage the business through Key Plans while maintaining connection to the rich history and heritage of our Disney Hotels.

You will report to the Senior Manager of Food and Beverage and Banquets.
  • Maintain the Hotel's Forbes ratings.
  • Work with guests and cast members.
  • Resolve issues.
  • Coach 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.
  • Partner and collaborate with other leadership teams because of shared Cast base.
  • 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 and based on demand.
  • Support local projects and monitor any potential impacts to the guest and cast experience
  • Build Resort programs relating to cost control and other food & beverage plans.

Basic Qualifications :
  • 3 years of leadership/managerial experience in a food & beverage role
  • Prior experience leading in a Union environment
  • Manage multiple styles of service such as Quick Service, Table Service, Concierge, Bar/Lounge, & Pool/Cabanas.
  • Operational guest service experience and guest service skills.
  • Actively coach Cast Members to correct behavior across lines of business.
  • Understand the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs).
  • Can work weekends, variable shifts and holidays.

Benefits and Perks: 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