Rooms Operations Manager

As a Room Operations Manager, you will oversee the front office operations and perform Duty Manager responsibilities. You will lead Front Desk Guest Service Managers, coach and develop salary and hourly non-union Cast Members, conduct quality conversation, D-Achieve updates, and performance reviews.  You will be responsible for hiring, separation, and compensation decisions.  Direct team to exceed Guest expectations, meet business plans, and complete managerial responsibilities, including maintaining labor and other expenses within the budget guidelines.  Ensure there is a constant focus on Guest Service throughout the operation. Ensure the right plans are in place and utilized to make changes, drive creative decisions, and influence planning.

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The Room Operations Manager reports to the Resort Manager.

Responsibilities:

• Oversee the front office's daily operations

• Lead a Guest Service Manager by coaching and directing to exceed Guest expectations

• Meet business plans, as well as complete managerial responsibilities, including maintaining labor, schedules, training, losses, verbatims, and room inventory management

• Ensure there is a constant focus on guest service throughout the operation

• Attend daily briefings for AM/PM cast to ensure communication is maintained

• Focus on the arrival experience by spending time in the lobby monitoring cast interactions and expectations

• Weekly/Bi-Weekly 1:1’s with leader to include quality conversation, D Achieve updates, and end-of-year reviews

• Oversee the hiring and termination process and review and provide compensation guidance

• Actively walk the resort throughout each shift and interact with cast members and leaders in all lines of business to assist in maintaining the overall guest and cast experience, ensuring a culture of inclusion

• Respond to all major guest and cast situations, ensure proper emergency response procedures are followed and that appropriate reporting takes place.  Situations may include medical emergencies and non-emergency medical issues, calls to respond to security or law enforcement issues, and other unforeseen incidents such as flooding, power outages, sewer backups, and more

• Respond to guest incidents when escalated regarding front desk issues

• Monitor the following processes as the Champion for Quality Operations Procedures (QOP) and Disney Look

• Point of contact for AAA audits

Basic Qualifications:

• High school diploma

• Minimum 5 years of leadership experience

• Demonstrated experience in hotel operations

• Demonstrated partnering ability

• Proven ability as a leader of leaders and self-starter

• Ability to display a high level of enthusiasm in leading a team

• Proven ability and ownership of various duties within an operation

• Ability to be flexible with work schedule

• Ability to understand the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, food cost, etc.)

Preferred Qualifications:

• Bachelor’s degree or equivalent

• Demonstrated strong written and verbal communication skills

• Demonstrated experience in Front Desk, Guest Services, and Luggage

• Demonstrated experience in Group Operations

• Demonstrated strong Guest Service skills

• Demonstrated ability to have a global focus

• Ability to ensure a focus on leadership development

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 Hilton Head Island, SC

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