Guest Experience Manager-Club Member Services, Golden Oak

About the position The Golden Oak Member Services Guest Experience Manager for the Walt Disney World Premium Services team is passionate about delivering luxury service to our community! You will be committed to leading and ensuring that our hourly frontline Cast Members feel safe, encouraged, and supported to deliver incredible resident experiences, while equipping them with the knowledge and resources needed to perform their functions. You will coordinate all aspects of the day-to-day operation including Club Member Services, Custodial and facilities operations, Club hosted and private events. All while making informed decisions that will lead to personalized experiences for our residents and account for the overarching goals of the business including financial targets. You will report to the Golden Oak Operations Proprietor.

Responsibilities

• Directly lead Club Member Services and Transportation Cast operation

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• Support Custodial and facility operations

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• Exhibit flexibility and knowledge of ticketing & reservation systems, and transportation management as well as event planning

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• Develop staff by setting clear performance goals, with a path of career progression, and support them in achieving these goals

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• Demonstrate a passion for service with an ability to exude genuine hospitality for a dynamic residential audience that consists predominantly of individuals with a high level of repeat visitation

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• Work with partners to adapt and evolve operations to ensure outstanding Resident and Cast experiences

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• Exhibit an understanding of the components that are inherent in a private club environment, encouraging relationships that are built as a result of ongoing repeat visitation

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• Deliver new Resident Orientation & content

Requirements

• 2+ years of leadership experience in an environment of a front desk, concierge, and/or transportation operation

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• 2+ years of relevant work experience in the hospitality business

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• Related experience within recreation, custodial, and/or grounds keeping

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• Receptiveness to lead a team independently in an operation with multiple lines of business components including Food & Beverage, Custodial, Facilities, Transportation, and Concierge-style Guest Service

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• Experience working successfully in a collaborative, team-oriented work environment

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• Time management skills

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• Professional written and verbal communication skills

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• Dedicated desire to encourage and mentor employees, with the ability to resiliently navigate and lead amidst constant change

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• Dedication to crafting a work environment that supports workforce diversity and varied perspectives

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• Understand the impact of financial aspects of an operation (i.e., operating budget, revenue, labor, operation efficiency)

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• Available to commit to working any day of the week during any shift including weekends, nights, and holidays

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• Valid driver's license

Nice-to-haves

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

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• Preferred proficiency in multiple languages

Benefits

• Health and savings benefits

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• Educational opportunities

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• Special extras that only Disney can provide

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