Security Guest Service Manager, $72,000 - $96,500

The Walt Disney Company•Kapolei, HI

59d•Onsite

About The Position

Aulani, A Disney Resort & Spa, is more than an enchanting, family-friendly destination. We’ve combined the spirit of O`ahu with the magic of Disney to create a place where guests and cast members alike can feel the magic, can feel the spirit of the island and can truly feel welcome. Here, you’ll bring the spirit of the islands to life in every part of your role. Are you ready to join this team and make an impact? The Security Guest Service Manager is a frontline, salaried people leader responsible for overseeing security and life safety operations at Aulani, A Disney Resort & Spa, within the Disney Experiences segment. In this management role, you lead and supervise a team of Security H/H, aligning daily operations with Disney’s high standards of guest service, safety, and brand protection while fostering a creative, customer-focused, culturally aware, and accountable environment. In this role, you will provide strategic and tactical leadership for security and life safety operations, supervising daily activities, setting priorities, and coordinating with other leaders to ensure a safe, welcoming, and service-minded resort experience for Guests and Cast Members. As a salaried leader, you will have substantial responsibility for leading Security Hosts, managing performance and conduct, making independent decisions within your authority, handling sensitive matters, and representing the Security leadership team. This role matters because it protects people, assets, and Disney’s reputation while requiring a collaborative, adaptable, and detail-oriented manager who can mentor teams, solve problems, and inspire high performance.

Requirements

State of Hawaii, Security Guard License: Must possess a current, valid and in-good standing Hawaii Security Guard card license visible on the Hawaii DCCA website
5+ years professional experience in security and/or life safety management within hospitality, resort, or a closely related environment, including 1+ years in a people-leadership or management capacity.
Proven track record as a hard-working, meticulous, and dedicated leader with strong judgment and effective decision-making skills.
Demonstrated ability to exercise sound leadership judgment, organizational discretion, and emotional intelligence when handling sensitive employee relations, performance, investigative, and operational matters.
Understands and consistently applies appropriate confidentiality and need-to-know principles when communicating sensitive information.
Exceptional people-management skills with experience creating and sustaining a healthy, diverse, trusting, and team-oriented work culture.
Strong written and verbal communication skills, with the ability to influence, mentor, and provide clear direction to frontline teams.
Ability to maintain the utmost confidentiality of sensitive information and handle investigations with discretion and professionalism.
Proficiency with computers, including Microsoft Office, Outlook, Word, and Excel.
Availability to work all shifts including overnight, weekends and holidays as needed.
Knowledge of Hawaii State Statutes, hospitality law, and experience interacting with law enforcement agencies.

Nice To Haves

Experience directing the operations, services, and activities of a comprehensive security program and team in a resort or hospitality environment.
Knowledge of and experience with integrated access control technologies, crisis management, emergency preparedness, response, and business continuity practices.
Working knowledge of investigative and intelligence services, including private and government organizations, with an active network of contacts and partnerships.
Highly effective oral communicator with a positive leadership voice, strong analytical skills, and comfort using metrics to manage the business.
Demonstrated knowledge of Aulani Resort policies, procedures, property, and resources.
Bachelor’s degree or equivalent job experience in a related discipline.

Responsibilities

Provide day-to-day strategic and tactical leadership in all aspects of security and life safety operations, ensuring alignment with resort and Disney Experiences goals.
Conduct investigations and prepare detailed reports on injuries, crimes, policy violations, and other safety or security incidents involving Guests and Cast, including coordination with state and federal agencies as needed.
Protect sensitive Cast, Guest, investigative, employee-relations, and operational information. Apply confidentiality and need-to-know principles consistently, sharing information only with authorized individuals and appropriate partners.
Promote and enforce company policies related to safety regulations, asset protection, and loss prevention, ensuring consistent compliance across the operation.
Understand the business, its culture, and operational challenges to identify opportunities to reduce risk and implement efficient, effective safety measures.
Directly engage with leaders and Cast to provide clear direction, expectations, staffing plans, and resources needed to deliver on the mission to serve and protect while achieving the highest level of guest service.
Maintain a positive, collaborative, and productive workplace by identifying and resolving issues promptly, managing conflict, providing candid feedback, and addressing performance or conduct concerns appropriately, consistently, and with respect.
Partner with Human Resources, Employee Relations, Security leadership, and other appropriate partners when necessary.
Independently assess routine and escalated situations, exercise sound judgment, and make timely decisions within the scope of authority.
Accurately determine urgency, the appropriate response, and when escalation is required, while providing steady leadership and operational continuity in the Manager’s absence.
Lead in the development and reinforcement of a strong culture of safety, modeling Disney values and ensuring that safety is a foundational priority for the team.
Establish clear performance and conduct expectations, monitor results, provide timely coaching, and hold Cast Members and leaders accountable for commitments and organizational standards in an appropriate and consistent manner.
Plan and prioritize teamwork by listing organizational goals into well-defined outcomes, aligning schedules and resources to meet operational needs.
Collaborate across departments and with other leaders to coordinate security support for resort operations, events, and guest activities in a team-oriented manner.
Lead, develop, and coach Cast Members through ongoing feedback, recognition, and development planning, while recognizing individual strengths and working styles and supporting career aspirations.
Model professional leadership presence and sound emotional intelligence by maintaining appropriate professional boundaries, building trust, managing difficult conversations with composure and respect, and balancing care and compassion with accountability and organizational standards.
Create an environment where Disney values are experienced daily, encouraging creative problem solving, ensuring every voice is heard, and reinforcing a service-minded, guest-focused culture.