Guest Experience Manager, Disney Special Activities, VIP Tour Services

©Disney is an equal opportunity employer. Drawing Creativity from Diversity.
“We make magic.” That’s our motto at Walt Disney Parks and Resorts. And it permeates everything we do. At Disney, you’ll help inspire that magic by enabling our teams to push the limits of entertainment and create the never-before-seen!

Disney Special Activities, VIP Tour Services provides unparalleled, personalized VIP Tour and amenity services for a niche market of Guests and executives of Disney Parks. Disney VIP Tours evolved from the original Ambassador of Disney parks, Walt Disney. Disney Special Activities and the Premium Services division ensure that the goals remain unchanged – to provide the perfect Disney experience, family vacation or visit. A memorable experience that is customized to the Guest’s desire, arranged on the schedule of and completely in tune with the VIP Guest.

The Disney Special Activities Guest Experience Manager will oversee and operate at the Guest Experience level within the progressive, fast paced growth of Disney Special Activities, VIP Tours, a division of Premium Services. They will lead an expert team of hourly professionals and manage the holistic operation to ensure that Disney VIP Tour Services is the ultimate way to experience all the magic Disney Parks has to offer.

Your Role:

• Guest Service -Lead and engage the Guest and Cast experience for the Private Premium and Ultimate Tour product. Strong pre- and post-engagement with a guest relations focus, ensuring the best premium experience possible.
• Operations – Develop and manage the operations of the department which is highly demanded by retail and corporate VIPs of Disney Parks with a focus on labor forecasting and scheduling analytics for the operation.
• Leadership -Set the direction, mentor and develop a team of 100+ hourly Disney Cast Members who function as Walt Disney World (WDW) VIP Tour Guides and the Coordinators of Disney Special Activities.

What We’re Looking For:

• Bachelor’s degree or equivalent
• Minimum three to five years theme park or hotel operations leadership experience in a Guest-facing capacity
• Demonstrated strong problem-solving capability
• Experience with complex guest resolution in a premium or concierge environment
• Ability to manage guest expectations and experience in a high-volume environment
• Ability to resolve difficult scheduling decisions in pursuit of and mindful of the Guest and Cast experience
• Ability to lead a large, remote team of WDW Tour Guides
• Experience in interview and selection processes, general operational onboarding and planning training itineraries
• Demonstrated natural diplomacy with the ability to understand and execute a professional poise, while demonstrating integrity, adaptability and confidentially with strong Disney knowledge
• Ability to be flexible with work schedule, including weekends, variable shifts, and holidays

How To Stand Out:

• Premium level experince at luxury hotels/resorts
• Knowledge of The Hub, Siebel, NewKnowledge, LILO, Magic and MyMagic+, Automated Ticketing System and Microsoft Office software applications
• Demonstrated bilingual skills

©Disney is an equal opportunity employer. Drawing Creativity from Diversity.