Guest Experience Manager-Recreation (Vero Beach)

The Walt Disney Company • Vero Beach, FL

11d • Onsite

About The Position

As a member of the Walt Disney World® Recreation leadership team, you’ll uphold a legacy of excellence. You will oversee all daily recreation operations at Disney’s Vero Beach Resort—including resort programming, naturalist activities, fitness centers, pools, beach rentals, and entertainment. Leading a dedicated team, you’ll ensure Cast Members are safe, welcomed, and supported to deliver outstanding Guest experiences. You’ll drive decisions and implement plans through collaboration and key partnerships, demonstrating flexibility and creativity in a dynamic environment. Your leadership fosters an inclusive workplace where everyone is respected and empowered to grow. The Guest Experience Manager oversees Recreation operations, engaging daily with Guests, Cast Members, external providers, community members, and partners to ensure a seamless guest experience and exceptional activities. This is a full-time salaried role at Disney’s Vero Beach Resort and reports to the Area Operations Manager.

Requirements

• 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 the appropriate course of escalation
• Advanced skills in 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 promoting an inclusive work environment that supports diverse perspectives
• Proficiency in creating Excel reports and PowerPoint presentations, communicating using Outlook, and the ability to adapt to new technology and computer applications quickly
• Advance skills in managing demands and requests simultaneously amidst constant change
• Willingness and availability to work any shift, including days, nights, weekends, and holidays

Nice To Haves

• 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

Responsibilities

• 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 Guests and Casts
• 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

Benefits

• health and savings benefits
• educational opportunities
• special extras that only Disney can provide
• A bonus and/or long-term incentive units may be provided as part of the compensation package
• full range of medical, financial, and/or other benefits, dependent on the level and position offered

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED