The Sr. Guest Experience Manager, Banquets is responsible for delivering a premium banquet dining experience by leading a dedicated employee through active stage management during the operating day ensuring efficient and safe operations, driving the Guest experience, increasing employee engagement, and safeguarding our brand. In this role, you will ensure a high level of Food and Beverage product, service, safety, and sanitation. Improve Guest service standards; Recognize/coach employee behaviors; Manage the business and financials.
This position reports to the Mgr-Banquets.
This is a Full-Time role.
Responsible for leading and managing cast in the Banquet/Catering department. Develops, implements, and manages operational goals and monitors achievements of performance and profit objectives.
Demonstrate commitment to excellence and working in the operation daily, which includes interacting with Guests and Employees and resolving any issues
Creates effective and efficient schedules, while maintaining labor costs, meeting staffing objectives, and achieving client/guest satisfaction.
Maintain a positive demeanor and strong employee focus to inspire, engage, mentor and develop a diverse and hard-working team
Influence and Empower peers to deliver a world-class experience to guests and clients
Recognize employees and hold them accountable for delivering excellence with the Five Keys: safety, courtesy, inclusion, show, and efficiency. Be a teacher and developer, take a sincere interest in the Cast, and be vested in their success
A strong advocate for change, inclusion, innovation and continuous improvement
Exceed Guest/Client expectations that yield results and positive Guest feedback
Partner closely and collaborate with other leadership teams due to shared Cast base.
Serve as a functional/subject matter expert of the operation.
Partner with clients to complete Banquet Event Orders to the highest standards
Participate in departmental meetings and communicate relevant information to employees
Participate and provide operational perspective in project planning and LOB departmental meetings.
Make balanced day-to-day operational decisions that benefit Guests, employees, and the demands of the business
Serve as a change agent, taking calculated risks to integrate processes, removing barriers, and aligning performance goals. Influence key partners and employees to ensure the execution of strategic plans.
Lead daily staffing levels and anticipate shift coverage needs based on demand. Drive and deliver daily results
Support local projects and monitor any potential impacts on the Guest and employee experience
Ensures all dining facilities and employees align with food handling and safety guidelines
Supports the execution of event logistics for all events
Competency and understanding of California Alcoholic Beverage Laws and regulations
Strong understanding of union environment, union rules, and compliance
Leverage Technology to enhance the banquet experience for guests/clients and employees
Translate and integrate the vision and strategies into tactical operating plans focused on innovation and continuous process improvements. Plans should drive enhanced Guest, employee, and financial results across all lines of business, taking into account the current competitive environment and growing expectations of our Guests and employees.
Ensure accuracy payment of gratuity to employee
Maintains a strong working relationship with guests/clients, hotel partners, and vendors
Minimum 2 years of leadership/managerial experience, demonstrating professionalism and maturity
Demonstrated strong verbal and written communication skills, including conflict resolution, problem-solving and decision-making
Proven ability to lead effectively in a team environment, hold self and others accountable, as well as the ability to deal effectively with conflict
Strong analytical skills, experienced with POS systems.
Ability to effectively work independently as well as with teams
Demonstrated operational guest service experience and guest service skills
Demonstrated ability to handle confidential information
Demonstrated strong organization, multi-tasking, prioritization, and time management skills with attention to detail
Must have a strong working knowledge of Banquet, Food, and Beverage preparation and presentation
Proficient in Microsoft Office products and adaptable to new technology
Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
Ability to actively coach Cast Members to correct behavior across lines of business.
Ability to understand the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs, etc.)
Ability to be flexible with work schedule, including weekends, variable shifts, and holidays
Two years in Table service/Fine dining/Banquet/Catering
Advanced Bar Knowledge
Bachelor's degree in a related field or equivalent experience
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 .
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