Member Experience Manager – Cotino®, A Storyliving by Disney®

As the Member Experience Manager for Cotino®, A Storyliving by Disney®, you will lead a team of Lifestyle and Member Services Cast Members responsible for delivering exceptional concierge-style service, and the planning and execution of a diverse range of programs and events with the club. You will be a key stakeholder in connecting lifestyle activities, health and wellness, and aquatic experiences, along with safety to enhance the overall Member and Cast experience.  

You will oversee and orchestrate all aspects of the day-to-day operation, leading hourly employees and managing ongoing logistics, all while making informed decisions that will lead to personalized experiences for our members, considering the overarching goals of the business including service excellence and financial targets.  You will be responsible for managing staffing and ensuring that we have sufficient communication channels available to our Members, including in-person, phone calls, chat function, email, and potentially in-app messaging while working across multiple teams.

This role is based on site in Rancho Mirage, California and will report to the Senior Manager, Club Operations & Member Experiences.

Responsibilities:

• Demonstrate a passion for guest service with ability to exude genuine hospitality for a dynamic Guest audience consisting predominantly of individuals with a high level of repeat visitation
• Exhibit an understanding of the unique components that are inherent in a private club environment, managing the distinct relationships that are built as a result of ongoing repeat visitation, while setting appropriate expectations and levels of accountability amongst the team
• Manage membership operations, including application processing, onboarding, account auditing, billing coordination and reconciliation, support of inbound and outbound member communications, timely resolution of requests, and consistent application of club policies and standards
• Coordinate operational readiness and guest experience for the Parr House, including maintenance, housekeeping, reservations, and arrival-to-departure Member support
• Lead Lifestyle operations, including recreation calendar planning and execution, aquatics, fitness and wellness programs, and third-party vendor management, while maintaining regulatory and contractual compliance
• Support the planning and execution of member events and experiences, partnering with Sales, Events, Communications, and cross-functional teams to ensure seamless delivery
• Ensure operational excellence through safety compliance, asset maintenance, labor management, budgeting, inventory oversight, and operational audits.
• Lead, develop, and support Cast Members through coaching, training, recognition, and performance management while responding to service disruptions, emergencies, and operational challenges.
• Champion a culture of excellence, collaboration, diversity, and innovation.

Basic Qualifications:

• Minimum of 2 years of leadership experience in the Service Industry
• Passion for great guest service and a dedication to safety awareness
• Ability to resolve concerns and serve as a trusted advisor for Cast Members, Peers, Partners and other Leaders
• Understanding of the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs, etc)
• Strong relationship building and collaboration skills within an operation
• Ability to maintain confidentiality and tackle unique scenarios while demonstrating composure
• Open to analyze complex Member requirements with strong attention to detail
• Being a creative problem solver and excited to generate new innovative ideas
• Comfortable using various software/computer programs within a Windows environment, exposure to CRM and AP systems, and willingness to learn new software programs or applications
• Demonstrated strong verbal and written communication skills, as well as telephone etiquette skills
• Open to working flexible hours, including weekends, evenings, and holidays
• Comfortable working in various weather conditions
• Possess a valid Driver’s License

Preferred Qualifications:

• 5 or more years of experience working at a resort, club, luxury property, or aquatic facility
• Willingness to learn new applications and lines of businesses as necessary
• Demonstrated ability to work independently
• Demonstrated organizational and time management skills
• Current CPR Certification, Lifeguard Certification, Certified Pool Operator (CPO)
• Multi-lingual

Required Education:

High school diploma or equivalent

Preferred Education:

Bachelor's degree in Hospitality, Sports, Club, Education/Childhood Development or equivalent field

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.

The hiring range for this position is $75,700.00-$101,400.00 per year. 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.