Guest Experience Manager

Lake Buena Vista, FL

About the Role & Team:

“We make magic.” That’s our motto at Walt Disney Parks and Resorts, and it permeates everything we do. At Disney, you’ll help inspire that magic by enabling our teams to push the limits of entertainment and create the never-before-seen!


Delivering an outstanding vacation experience for guests from around the world as part of the Walt Disney World® Resort Transportation and Parking Operations leadership team, you'll be part of a tradition of excellence that extends for generations.


You will oversee one of the operations within the Walt Disney World Transportation System, which includes Buses, Minnie Van Service, Monorails, Skyliner, and Watercraft, along with our Auto Plazas, Parking lots, and Courtesy Trams.


Our Leaders take pride in leading our hourly Cast, who ensure our transportation and parking experiences are what are Guests have come to expect from Disney. This position will report to the Proprietor, Parking and Transportation.


What You Will Do:

  • Be part of a team committed to ensuring Cast Members feel safe, welcomed, and supported to provide an incredible Guest experience
  • Lead Cast Members by inspiring, recognizing, engaging, coaching, and taking appropriate action to correct deficient conditions, behaviors, and work practices
  • Partner closely with peers, partners, and vendors to ensure smooth daily operations
  • Be the Manager on Duty, inspecting the work of the Transportation and Parking teams operating across the Walt Disney World Resort
  • Recognize and develop Cast Members and hold them accountable for delivering excellence in safety, courtesy, inclusion, show, and efficiency
  • Make daily operational decisions that benefit Guests, Cast Members, and the demands of the business and respond, assess, investigate and resolve different emergencies with Guests and Cast in an environment of constant change
  • Monitor daily staffing levels and labor costs, forecast shift coverage needs based on demand, and manage supplies and operating expenses
  • Support local projects and monitor any potential impacts on the Guest and Cast experience
  • Spend the majority of the day in the operation engaging with Cast and Guests, with minimal office time and tasks
  • Consistently evaluate KPI performance to determine performance improvement opportunities


Required Qualifications & Skills:

  • 3+ years of leadership/managerial experience in the Transportation or Parking industries
  • A valid U.S. Driver's License
  • To be comfortable working in an indoor or outdoor operation in all types of weather
  • The desire to motivate and mentor Cast Members, with the ability to navigate and lead amidst constant change
  • To be committed to diversity and encouraging an inclusive work environment that supports workforce diversity and diverse perspectives
  • The understanding of the impact of financial aspects of an operation (i.e., operating budget, revenue, labor, and other expense)
  • Proficiency in essential computer functions necessary to operate in a Windows environment and other technologies
  • Availability to commit to work any day of the week during any shift, including weekends, nights, and holidays


Preferred Qualifications:

  • Experience leading in a unionized environment
  • Willingness to get a CDL (Commercial Driver's License)
  • Multilingual skills


Preferred Education:

  • Bachelor's Degree or equivalent experience


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 https://jobs.disneycareers.com/benefits.


About Walt Disney World Resort:

Since opening in 1971, Walt Disney World Resort has played an important role in many childhood and family memories. Today, hundreds of millions of guests from around the globe visit this magical place to enjoy a Disney vacation. Through a combination of creativity, innovation and technology, the resort immerses guests in classic Disney tales and new kinds of family entertainment. Drawing from a rich heritage of storytelling, Walt Disney World Resort cast members bring Disney magic to life through unmatched attention to detail and superior guest service.


About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.


This position is with Walt Disney World - Division, which is part of a business we call Walt Disney World Resort.


Walt Disney World - Division is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.


DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

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, email [email protected] with your request.


This email address is not for general employment inquiries or correspondence. 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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