Guest Experience Manager, Catering at Walt Disney World Resort

About the Role & Team:

"We make magic!” That’s our motto at Walt Disney Parks and Resorts, and it permeates everything we do. As a Catering Guest Experience Manager, you will provide clients with a memorable catering experience, managing Event Operations/Catering Cast Members with leadership and a creative and positive work environment. This position will be the liaison between the Sales and Service teams, the Culinary team, and the Parks and Resorts teams, to ensure the integrity of the partners and the events.

 If selected for this role, you will report to the Catering Manager.

This is a Full-Time role.

What You Will Do:

• Execute events both from a Convention logistic and Catering operation side

• Work directly with Catering, Culinary, and Entertainment partners and with all clients, accordingly

• Lead Convention and Catering Cast during Events

• Be responsible for overall performance of the client catering happiness during an Event

• Promote a safe work environment and food safety culture

• Demonstrate technical and position required expertise (e.g., safety and service standards, regulatory requirements, processes and procedures)

• Be visible and available to respond to the needs of client, cast members, and peers from other workgroups

• Lead and guide cast members through event operational performance, by delivering real-time feedback

• Recognize team members for outstanding performance, customer service, and safety-supportive behaviors

• Set near-term priorities, clear and consistent direction and expectations for cast members

• Build employee engagement through frequent communication, following-up and following through with cast members, mentoring, listening, and providing developmental feedback

• Work cross-departmentally and cross-organizationally to achieve shared goals, understand impact of decisions on other functional areas

• Identify and clear obstacles to ensure successful event

• Perform administrative duties such as attend meetings, compile operational metrics, complete required reports and read and respond to emails

• Investigate/ respond to performance, attendance, safety complaints, and other work issues

• Communicate event details with Park and resort Partners, Conventions Services, Clients, and Cast

Required Qualifications & Skills:

• At least five years Catering or Convention experience in a resort environment or relevant experience

• Understanding of the Convention business

• Experience coordinating the planning, communication, execution, and evaluation of events

• Creativity to find solutions in new ways and improve the Guest and Client experiences

• Ability to empower and manage a team

• Ability to work in a fast-paced environment

• Ability to lead in stressful situations

• Ability to optimally resolve conflict

• Ability to effectively work with cast members at all levels of the organization

• Schedule availability to include weekends, variable shifts, and holidays

Preferred Qualifications:

• At least two years of Food & Beverage Management experience

• Event planning or event services experience

• Talent for developing partnerships and work with all team members in the organization

• Knowledge of Walt Disney World procedures

• Knowledge of Matra, My Time, CDS

• Lean Manufacturing/Continuous Improvement experience

• Experience working in a high volume, restaurant or catering environment

• Food safety certification

Education:

High School Diploma or equivalent

Preferred Education:

Bachelor's Degree in Hospitality Management or equivalent

Additional Information:

Benefits and Perks: 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 https://jobs.disneycareers.com/benefits.

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