Guest Experience Manager- Recreation

Disney's Vero Beach Resort is two hours southeast of the Walt Disney World Resort, on Florida's scenic Atlantic Treasure Coast. The Guest Experience Manager leads the daily operation of the Recreation team. This salaried leader interacts with Guests, Cast Members, external service providers, the local community, and partners daily to ensure a seamless guest experience and delivery of superb activities. 

As part of the Walt Disney World® Recreation leadership team, you'll contribute to a tradition of excellence that extends for generations. You will lead all aspects of the daily recreation operations at Disney’s Vero Beach Resort including, resort programming, naturalist activities, fitness centers, pools, beach rentals and entertainment cast. You will lead a team committed to ensuring Cast Members feel safe, welcomed, and supported to provide an incredible Guest experience. You will help make decisions, implement plans through key partnerships, and demonstrate flexibility and creativity in a constantly evolving environment. You will collaborate to maintain a workplace where everyone is authentically respected and heard, leading to development of self and others.

If selected, you will report to your location’s Area Operations Manager.

What You Will Do

• Help your team exceed Guest expectations through 100% Guest excellence

• Ensure an environment where Guest and Cast Member safety are the first priority and seek opportunities to improve Guest service

• Act as designated First Responder for Guest issues and incidents

• Respond to unexpected downtimes or any Guest concerns in the operation

• Incorporate the lens of Leadership, Management, Technical skills, and Relationships (LMTR) in daily functions and when implementing decisions

• Build an environment of inclusion where diverse ideas and perspectives are recognized

• Recognize, empower, and encourage Cast to achieve their full potential by holding them accountable to performance expectations and the Five Keys

• Partner with other Lines of Business and support teams to ensure smooth daily operations

• Conduct daily pre-shift breakout meetings to communicate relevant information to Cast Members

• Make daily operational decisions that benefit Guests, Cast Members and the demands of the business and respond, assess, investigate and resolve different emergency situations with Guest and Cast

• Monitor daily staffing levels, forecast shift coverage needs based on demand and manage supplies, stock and operating expenses

• Support local projects and monitor any potential impacts to the Guest and Cast experience

• Lead Cast Members by instructing, mentoring, and taking appropriate action to adjust deficient conditions, behaviors, and work practices

Required Qualifications & Skills

• Minimum 1 year of leadership experience in a relevant field (Manager/Supervisor, Asst Manager/Asst Supervisor, Coordinator, Trainer, etc.)

• Minimum 6 months of previous experience in an Operations role

• Must be able to pass a swim test and fully qualify as a Deep Water Lifeguard, including Emergency First Aid & CPR training

• Must be able to pass the Aquatics Facilities Operators Class

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

• Advanced skills solving complex scenarios while demonstrating composure

• Competency navigating and leading through challenging situations, both Cast and Guest-affecting

• Understanding of the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs, etc.)

• Dedication to promote an inclusive work environment that supports diverse perspectives

• Proficiency creating Excel reports and PowerPoint presentations, communicating using Outlook, and capability to adapt to new technology and computer applications quickly

• Advance skills managing demands and requests simultaneously amidst constant change

• Available to work any shift including days, nights, weekends and holidays

Preferred Qualifications

• Experience working in a Recreation operation

• Current CPR Certification, Ellis Lifeguard Certification, Aquatics Facilities Operators Certified (AFO)

• Experience leading or directing activities for children and/or adults

• Knowledge of chemicals, materials, and pool / equipment

• Knowledge of Disney procedures

• Multilingual skills in languages such as Portuguese, Spanish, French, German, and Japanese

Preferred Education

• College degree in business or hospitality