Front Office Guest Service Manager

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Front Office Guest Service Manager

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Job ID 10073951 Location Kapolei, Hawaii, United States Business Aulani, A Disney Resort & Spa Date posted Dec. 15, 2025

Job Summary:

“It takes people to make the dream a reality.” Walt was on to something when he said that, and it continues to ring true today. No matter the stage in your career, being a part of Walt Disney Parks & Resorts means being a part of a team where you help bring innovation to life through unsurpassed products, services and most importantly remarkable experiences. As a Cast Member you are the steward and connection to our legacy and the backbone of our thriving innovations. Join our team and watch your dreams come true.

As one of our Front Office Guest Service Managers, you would be responsible for the daily operations and be held accountable for the safe and efficient operation of the front office team (bell services, valet, dispatchers, front desk, concierge, phone operations and VIP coordinators). You would actively walk the area during the majority of your shift and interact with your cast members, fellow managers, and all other lines of business to maintain the overall cast and guest experience. You will interact with our guests on a daily basis to ensure compliance with service standards.

In this role, you would report to the Front Office Manager

This is a Full-Time role and will be working onsite in an office located at our breathtaking Aulani resort on Oahu, Hawaii

Responsibilities

• Effectively communicate expectations and responsibilities to front office cast members
• Drive and maintain a friendly, sincere and safety focused service culture through consistent performance coaching and team development
• Continuously model the Five Keys: Safety, Courtesy, Efficiency, Show, and Inclusion
• Interpret and utilize service performance indicators to motivate and enhance the overall performance of the team
• Ensure smooth communication and relationships with partnering lines of business
• Anticipate future staffing needs and plan accordingly
• Establish effective processes and procedures to ensure cleanliness, show quality, consistent guest service delivery and cast productivity according to Disney standards and operating practices
• Foster the Disney culture and maintain an on-stage presence by actively engaging and interacting with the guests and cast members
• Exhibit competence in anticipating, assessing and driving the guest experience.
• Seek creative ways to maximize productivity while sustaining excellent service quality

Requirements and Qualifications

• Minimum 2 years supervisory/managerial experience
• Previous front office operations experience leading a large team of hourly employees
• Strong guest service skills with high attention to detail with a passion to interact with guests and handle difficult situations
• Demonstrated ability to resolve conflict, follow-through and serve as a trusted advisor for direct reports, peers, partners and other leaders
• Ability to coach, mentor and develop front-line Cast Members
• Identify, evaluate and improve processes to deliver better guest service and improve the cast experience
• Demonstrated ability to motivate, recognize and direct Cast Members toward a common goal
• Strong partnership skills
• Ability to understand the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs, etc.)
• Must have strong problem-solving skills as well as strong verbal and written communication skills
• Highly organized, multi-tasking and time management skills with high attention to detail
• Proficient in basic computer functions and ability to adapt to new technology
• Ability to be flexible with work schedule, including weekends, variable shifts and holidays

Desired Qualifications

• More than 2 years supervisory/managerial experience
• Disney leadership experience
• Deluxe/premium resort/hotel background
• Vacation club ownership experience
• Fluency in English and Japanese

Required Education

• High school degree or equivalent

Desired Education

• Bachelor's degree in business or equivalent

Our Benefits: 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

The hiring range for this position in Hawaii is $70,000 to $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.