About the Role & Team

Leadership at Disney is unlike any other role in the world. Here, your experience and industry expertise are magnified through the creativity of the stories we tell, and the legacy of service excellence inspired by Walt Disney himself.   

Within the Disney Resorts Collection, we look to our Hotel Managers to be innovative Leaders and boundless thinkers who inspire our Cast to go beyond the industry standards to create uniquely Disney experiences for Guests who choose to stay within the magic. Surrounded by our amazing portfolio of stories, you have endless opportunities to create exceptional Guest experiences that create memories for multiple generations. You also have the privilege of guiding Front Office, Housekeeping, Recreation, Food & Beverage and Merchandise Cast Members through the chapters of their own personal career stories, curating and enabling hospitality skills that often transfer beyond the hotel roofline.  

It might be seeing a commercial for a vacation at Walt Disney World, watching a trailer for a new movie, or even just seeing a child hold a Mickey Mouse plush – but when you work for Disney, you will experience many moments of pride and satisfaction knowing that you play a part in creating the magic of a brand that’s shined for over 100 years.    

This position will report to the Regional General Manager of Resort Operations.

This posting is a talent pool for upcoming Hotel Manager roles.

What You Will Do:

• Model leadership values and principles to develop leaders and the team

• Identify, develop, and lead by assessing, developing, and managing talent and by nourishing and creating positive working relationships

• Lead with realistic optimism, set the vision, create a climate that engages the team, and adapt the approach to match shifting demands

• Build a culture of inclusion by understanding different viewpoints, championing purposeful and informed conversations, and making sure everyone is included and comfortable being their authentic self

• Respond to Member/Guest concerns when elevated from leadership

• Develop and transfer knowledge, conduct career conversations, and support talent management practices

• Recognize and reward Cast Members to increase engagement and participate in recognition activities

• Develop a strategic operating plan that focuses on process improvements and alignment across Disney resorts where applicable

• Take calculated risks to integrate processes, remove barriers, and align performance goals

• Interpret and use performance metrics and operational indicators to empower and improve the overall performance of the team and ensure each area achieves essential metrics connected to broader business strategies

Required Qualifications & Skills

• Minimum of seven (7) years of progressive leadership experience in the hospitality industry with experience leading multiple operational areas (e.g., Food & Beverage, Front Office/Concierge, Recreation, Conventions, Housekeeping, etc.)

• Willingness, desire, and ability to continuously upskill and gain knowledge, and abilities, and identify new ways of working to adapt to change

• Strategic focus needed to achieve targeted results

• Demonstrated experience in guest relations, responding to complaints and requests in a timely and professional manner and ensuring prompt resolution and guest satisfaction

• Experience monitoring and analyzing key performance metrics (i.e., Medallion) to identify areas for improvement and implement strategies to enhance overall resort performance

• Capability to recognize and invest in the development of talent and satisfaction of the teams by inspiring, increasing engagement, and promoting collaboration

• Holistic perspectives to understand client needs and develop creative ideas to meet our goals

• Capability to share communication across teams to ensure everyone understands updates, priorities, and appropriate course of escalation

• Commitment to diversity and building a work environment that supports workforce diversity and perspectives

• Proficiency in basic computer functions necessary to operate in a Windows environment and other technologies;  advanced working knowledge of hotel operating systems is highly preferred

• Availability to work any schedule including evenings, weekends, and holidays

Preferred Qualifications

• Experience with a luxury hotel brand

• Bachelor’s degree in hospitality or a related field, or equivalent experience

Additional Information

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.

This job is located in Lake Buena Vista, FL

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