Sr Guest Experience Manager-Banquets at Disneyland Resort

About the Role & Team

The Sr. Guest Experience Manager, Banquets is responsible for delivering a premium banquet dining experience by leading a dedicated employee through active stage management during the operating day ensuring efficient and safe operations, driving the Guest experience, increasing employee engagement, and safeguarding our brand. In this role, you will ensure a high level of Food and Beverage product, service, safety, and sanitation. Improve Guest service standards; Recognize/coach employee behaviors; Manage the business and financials.

This position reports to the Mgr-Banquets.

This is a Full-Time role.

What You Will Do

• Responsible for leading and managing cast in the Banquet/Catering department. Develops, implements, and manages operational goals and monitors achievements of performance and profit objectives.

• Demonstrate commitment to excellence and working in the operation daily, which includes interacting with Guests and Employees and resolving any issues

• Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives, and achieving client/guest satisfaction.

• Maintain a positive demeanor and strong employee focus to inspire, engage, mentor and develop a diverse and hard-working team

• Influence and Empower peers to deliver a world-class experience to guests and clients

• Recognize employees and hold them accountable for delivering excellence with the Five Keys: safety, courtesy, inclusion, show, and efficiency. Be a teacher and developer, take a sincere interest in the Cast, and be vested in their success

• A strong advocate for change, inclusion, innovation and continuous improvement

• Exceed Guest/Client expectations that yield results and positive Guest feedback

• Partner closely and collaborate with other leadership teams due to shared Cast base.

• Serve as a functional/subject matter expert of the operation.

• Partner with clients to complete Banquet Event Orders to the highest standards

• Participate in departmental meetings and communicate relevant information to employees

• Participate and provide operational perspective in project planning and LOB departmental meetings.

• Make balanced day-to-day operational decisions that benefit Guests, employees, and the demands of the business

• Serve as a change agent, taking calculated risks to integrate processes, removing barriers, and aligning performance goals. Influence key partners and employees to ensure the execution of strategic plans.

• Lead daily staffing levels and anticipate shift coverage needs based on demand. Drive and deliver daily results

• Support local projects and monitor any potential impacts on the Guest and employee experience

• Ensures all dining facilities and employees align with food handling and safety guidelines

• Supports the execution of event logistics for all events

• Competency and understanding of California Alcoholic Beverage Laws and regulations

• Strong understanding of union environment, union rules, and compliance

• Leverage Technology to enhance the banquet experience for guests/clients and employees

• Translate and integrate the vision and strategies into tactical operating plans focused on innovation and continuous process improvements. Plans should drive enhanced Guest, employee, and financial results across all lines of business, taking into account the current competitive environment and growing expectations of our Guests and employees.

• Ensure accuracy payment of gratuity to employee

• Maintains a strong working relationship with guests/clients, hotel partners, and vendors

Required Qualifications & Skills

• Minimum 2 years of leadership/managerial experience, demonstrating professionalism and maturity

• Demonstrated strong verbal and written communication skills, including conflict resolution, problem-solving and decision-making

• Proven ability to lead effectively in a team environment, hold self and others accountable, as well as the ability to deal effectively with conflict

• Strong analytical skills, experienced with POS systems.

• Ability to effectively work independently as well as with teams

• Demonstrated operational guest service experience and guest service skills

• Demonstrated ability to handle confidential information

• Demonstrated strong organization, multi-tasking, prioritization, and time management skills with attention to detail

• Must have a strong working knowledge of Banquet, Food, and Beverage preparation and presentation

• Proficient in Microsoft Office products and adaptable to new technology

• Ability to work collaboratively and communicate effectively with team members at all levels of the organization.

• Ability to actively coach Cast Members to correct behavior across lines of business.

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

• Ability to be flexible with work schedule, including weekends, variable shifts, and holidays

Preferred Qualifications

• Two years in Table service/Fine dining/Banquet/Catering

• Advanced Bar Knowledge

Preferred Education

• Bachelor's degree in a related field or equivalent experience

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.

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The hiring range for this position in California is $77,000-$93,800 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.