Guest Experience Manager

Job Requirements

Role Summary

The Guest Experience Manager leads the daily, on-the-floor operation of a guest-facing area within the resort, ensuring every interaction reflects our standards for service, safety, and storytelling. As the manager present while guests are in the park, you balance operational excellence with team leadership — coaching front-line cast members, resolving issues in the moment, and keeping the experience seamless from open to close.

Key Responsibilities

• Own the daily operation of your assigned area, orchestrating staffing, flow, and service quality while guests are present.
• Lead, schedule, and develop a team of front-line cast members; provide in-the-moment coaching and timely, actionable feedback.
• Uphold safety, quality, and compliance standards, including health, food-safety (where applicable), and loss-prevention requirements.
• Respond to guest situations directly, recovering service issues with empathy and sound judgment.
• Partner across operations, entertainment, culinary, and support teams to integrate all elements of the experience.
• Track and report on labor, schedules, and operational metrics; use data to improve throughput and guest satisfaction.
• Communicate priorities and relevant updates to the team and escalate appropriately.
• Adapt quickly in a dynamic, high-volume environment, including outdoor and physically active conditions

Work Experience

Required Qualifications

• 3+ years of leadership or supervisory experience in a guest-facing operation (theme park, hospitality, retail, events, or food & beverage).
• Demonstrated people-leadership skills: scheduling, coaching, performance feedback, and team development.
• Strong guest-service orientation with proven service-recovery judgment.
• Working knowledge of safety and operational compliance standards.
• Flexibility to work a varied schedule including weekends, holidays, and peak periods.

Preferred Qualifications

• Experience managing a unionized or large front-line workforce.
• Familiarity with workforce-management, scheduling, and reporting tools.
• Bachelor's degree in Hospitality, Business, or a related field.

Core Skills

Guest Service Excellence · Operations Leadership · Safety & Compliance · Team Coordination · Hospitality Standards · Conflict Resolution

Benefits

What We Offer

A comprehensive rewards package including health and savings benefits, educational assistance, and the unique perks that come with being part of Disney Experiences.

Equal Opportunity

We are an equal opportunity employer and evaluate all qualified applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected-veteran status, or any other characteristic protected by law.