Room Operations Manager

1 Month ago • 5-8 Years • Operations

About the job

Job Description

The Room Operations Manager oversees front office operations, performs Duty Manager responsibilities, and leads a team. Key responsibilities include coaching and developing staff, conducting performance reviews, managing budgets (labor and expenses), ensuring guest service excellence, and implementing operational plans. The role also involves handling guest and cast member incidents, emergency response, and ensuring compliance with procedures. The manager monitors key processes, serves as a point of contact for audits, and reports to the Resort Manager. The position requires strong leadership, communication, and operational skills.
Must have:
  • 5+ years leadership experience
  • Hotel operations experience
  • Strong leadership and communication
  • Budget management
  • Guest service focus
  • Problem-solving skills
  • Emergency response procedures
Good to have:
  • Bachelor's degree
  • Front desk/Guest Services experience
  • Group Operations experience
  • Strong written and verbal communication
  • Global focus
  • Leadership development experience
Perks:
  • Health and savings benefits
  • Educational opportunities
  • Disney extras

Job Summary:

As a Room Operations Manager, you will oversee the front office operations and perform Duty Manager responsibilities. You will lead Front Desk Guest Service Managers, coach and develop salary and hourly non-union Cast Members, conduct quality conversation, D-Achieve updates, and performance reviews.  You will be responsible for hiring, separation, and compensation decisions.  Direct team to exceed Guest expectations, meet business plans, and complete managerial responsibilities, including maintaining labor and other expenses within the budget guidelines.  Ensure there is a constant focus on Guest Service throughout the operation. Ensure the right plans are in place and utilized to make changes, drive creative decisions, and influence planning.

The Room Operations Manager reports to the Resort Manager.

Responsibilities:

  • Oversee the front office's daily operations

  • Lead a Guest Service Manager by coaching and directing to exceed Guest expectations

  • Meet business plans, as well as complete managerial responsibilities, including maintaining labor, schedules, training, losses, verbatims, and room inventory management

  • Ensure there is a constant focus on guest service throughout the operation

  • Attend daily briefings for AM/PM cast to ensure communication is maintained

  • Focus on the arrival experience by spending time in the lobby monitoring cast interactions and expectations

  • Weekly/Bi-Weekly 1:1’s with leader to include quality conversation, D Achieve updates, and end-of-year reviews

  • Oversee the hiring and termination process and review and provide compensation guidance

  • Actively walk the resort throughout each shift and interact with cast members and leaders in all lines of business to assist in maintaining the overall guest and cast experience, ensuring a culture of inclusion

  • Respond to all major guest and cast situations, ensure proper emergency response procedures are followed and that appropriate reporting takes place.  Situations may include medical emergencies and non-emergency medical issues, calls to respond to security or law enforcement issues, and other unforeseen incidents such as flooding, power outages, sewer backups, and more

  • Respond to guest incidents when escalated regarding front desk issues

  • Monitor the following processes as the Champion for Quality Operations Procedures (QOP) and Disney Look

  • Point of contact for AAA audits

Basic Qualifications:

  • High school diploma

  • Minimum 5 years of leadership experience

  • Demonstrated experience in hotel operations

  • Demonstrated partnering ability

  • Proven ability as a leader of leaders and self-starter

  • Ability to display a high level of enthusiasm in leading a team

  • Proven ability and ownership of various duties within an operation

  • Ability to be flexible with work schedule

  • Ability to understand the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, food cost, etc.)

Preferred Qualifications:

  • Bachelor’s degree or equivalent

  • Demonstrated strong written and verbal communication skills

  • Demonstrated experience in Front Desk, Guest Services, and Luggage

  • Demonstrated experience in Group Operations

  • Demonstrated strong Guest Service skills

  • Demonstrated ability to have a global focus

  • Ability to ensure a focus on leadership development

Additional Information:

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 .

This job is located in Hilton Head Island, SC

#DPEPMedia

#DXOpsLeadership

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About The Company

From classic animated features and exhilarating theme park attractions to cutting edge sports coverage, and the hottest shows on television, The Walt Disney Company has been making magic since 1923, creating unforgettable stories that connect with audiences around the world. And we’re just getting started!

The key to our success…. The Cast, Crew, Imagineers and Employees who honor Disney’s rich legacy by stretching the bounds of imagination to create the never-before-seen, bringing unparalleled entertainment experiences to people of all ages. Begin a career that delivers unparalleled creative content and experiences to audiences around the world and just imagine the stories you could be part of…

What is #LifeAtDisney like? It’s a series of magical moments with cast members and employees developing and telling our stories in the most innovative ways. Whether it’s a day spent as a Disney VoluntEAR, or celebrating the release of a new interactive experience, retail product or movie, our days are filled with the knowledge that we are creating entertainment experiences the whole family can enjoy. Follow @DisneyCareers on Facebook, Twitter and Instagram for a peek behind-the-curtain, and discover how you could connect to a world of stories with Disney!

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