Job Requirements

The Senior Guest Experience Manager (Sr. GEM) – Front of House leads the daily operation of Bell Services and Valet teams across assigned Disneyland Resort hotel locations. This role is responsible for delivering a seamless arrival, departure, and in‑stay transportation experience that reflects Disney service standards while ensuring safe, efficient, and fiscally responsible operations.

The Sr. GEM provides leadership and development to salaried and hourly leaders, oversees complex Guest service interactions, partners cross‑functionally with hotel and resort stakeholders, and ensures Bell Services operations are aligned with overall hotel objectives. This role models exceptional Guest service, operational excellence, and Cast engagement at all times.

This position reports to the Rooms Director.

Responsibilities

Leadership & Cast Development

• Lead, coach, and develop salaried and hourly Bell Services and Valet Cast Members with a focus on safety, courtesy, show, and efficiency
• Build bench strength through talent identification, performance feedback, and development planning
• Foster a positive, inclusive, and accountable work environment that supports Cast engagement and retention
• Conduct regular team meetings to communicate priorities, operational updates, and performance expectations

Guest Experience Excellence

• Own the Guest arrival and departure experience, including luggage handling, valet operations, transportation coordination, and Guest assistance
• Resolve complex Guest concerns and service recovery opportunities with empathy, sound judgment, and a Guest‑first mindset
• Partner with Front Office, Housekeeping, Security, Transportation, and Resort stakeholders to deliver seamless Guest experiences
• Anticipate Guest needs and proactively address service opportunities before they escalate

Operational Oversight

• Oversee daily Bell Services and Valet operations, including staffing, deployment, scheduling, and service flow
• Ensure compliance with safety standards, operating guidelines, and brand service expectations
• Manage service demand fluctuations related to occupancy, arrivals, departures, special events, and peak periods
• Utilize operational systems and reporting tools to monitor performance and drive continuous improvement

Business & Financial Acumen

• Manage labor hours and operational expenses in alignment with budget targets
• Identify opportunities to improve efficiency, reduce waste, and enhance service delivery
• Support inventory control, equipment readiness, and asset accountability related to Bell Services operations

Safety, Compliance & Risk Management

• Champion a culture of safety for Guests and Cast Members
• Ensure adherence to safety protocols, training requirements, and incident reporting standards
• Partner with Safety, Security, and Risk Management teams as needed

Collaboration & Strategy

• Partner with Hotel Leadership and Resort teams on operational initiatives, process improvements, and Guest experience enhancements
• Support implementation of new programs, technologies, or service models impacting Bell Services
• Act as a visible leader and role model within the hotel and resort environment

Basic Qualifications

• Minimum 3 years of leadership experience in hotel operations, Guest Services, or a related hospitality field
• Demonstrated experience leading large, diverse teams in a fast‑paced environment
• Proven ability to resolve complex Guest service situations with professionalism and sound judgment
• Strong operational, organizational, and communication skills

Preferred Qualifications

• Experience leading Bell Services, Valet, Transportation, or Front Office operations
• Experience managing salaried leaders and developing leadership talent
• Familiarity with hotel property management systems and Guest service platforms
• Knowledge of union and non‑union environments

Additional Information

• Must be flexible with work schedule, including weekends, holidays, and varying shifts
• Position requires extended periods of walking and standing in outdoor and indoor environments
• This role supports operations across multiple hotel locations, as needed

PAY TRANSPARENCY

The hiring range for this position in California is $77,000.00-$98,000.00. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

This position is with Walt Disney Parks and Resorts U.S., Inc., which is part of a business we call Disneyland Resort.

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Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

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