Sr Guest Exp Mgr-Bell/Valet
Apply Now Apply Later Job ID 10162182 Location Anaheim, California, United States Business Disneyland Resort Date posted Oct. 16, 2026Job Summary:
The Senior Guest Experience Manager (Sr. GEM) – Front of House leads the daily operation of Bell Services and Valet teams across assigned Disneyland Resort hotel locations. This role is responsible for delivering a seamless arrival, departure, and in‑stay transportation experience that reflects Disney service standards while ensuring safe, efficient, and fiscally responsible operations.
The Sr. GEM provides leadership and development to salaried and hourly leaders, oversees complex Guest service interactions, partners cross‑functionally with hotel and resort stakeholders, and ensures Bell Services operations are aligned with overall hotel objectives. This role models exceptional Guest service, operational excellence, and Cast engagement at all times.
This position reports to the Rooms Director.
Responsibilities
Leadership & Cast Development
- Lead, coach, and develop salaried and hourly Bell Services and Valet Cast Members with a focus on safety, courtesy, show, and efficiency
- Build bench strength through talent identification, performance feedback, and development planning
- Foster a positive, inclusive, and accountable work environment that supports Cast engagement and retention
- Conduct regular team meetings to communicate priorities, operational updates, and performance expectations
Guest Experience Excellence
- Own the Guest arrival and departure experience, including luggage handling, valet operations, transportation coordination, and Guest assistance
- Resolve complex Guest concerns and service recovery opportunities with empathy, sound judgment, and a Guest‑first mindset
- Partner with Front Office, Housekeeping, Security, Transportation, and Resort stakeholders to deliver seamless Guest experiences
- Anticipate Guest needs and proactively address service opportunities before they escalate
Operational Oversight
- Oversee daily Bell Services and Valet operations, including staffing, deployment, scheduling, and service flow
- Ensure compliance with safety standards, operating guidelines, and brand service expectations
- Manage service demand fluctuations related to occupancy, arrivals, departures, special events, and peak periods
- Utilize operational systems and reporting tools to monitor performance and drive continuous improvement
Business & Financial Acumen
- Manage labor hours and operational expenses in alignment with budget targets
- Identify opportunities to improve efficiency, reduce waste, and enhance service delivery
- Support inventory control, equipment readiness, and asset accountability related to Bell Services operations
Safety, Compliance & Risk Management
- Champion a culture of safety for Guests and Cast Members
- Ensure adherence to safety protocols, training requirements, and incident reporting standards
- Partner with Safety, Security, and Risk Management teams as needed
Collaboration & Strategy
- Partner with Hotel Leadership and Resort teams on operational initiatives, process improvements, and Guest experience enhancements
- Support implementation of new programs, technologies, or service models impacting Bell Services
- Act as a visible leader and role model within the hotel and resort environment
Basic Qualifications
- Minimum 3 years of leadership experience in hotel operations, Guest Services, or a related hospitality field
- Demonstrated experience leading large, diverse teams in a fast‑paced environment
- Proven ability to resolve complex Guest service situations with professionalism and sound judgment
- Strong operational, organizational, and communication skills
Preferred Qualifications
- Experience leading Bell Services, Valet, Transportation, or Front Office operations
- Experience managing salaried leaders and developing leadership talent
- Familiarity with hotel property management systems and Guest service platforms
- Knowledge of union and non‑union environments
Additional Information
- Must be flexible with work schedule, including weekends, holidays, and varying shifts
- Position requires extended periods of walking and standing in outdoor and indoor environments
- This role supports operations across multiple hotel locations, as needed
Disclaimer
PAY TRANSPARENCY
This position is with Walt Disney Parks and Resorts U.S., Inc., which is part of a business we call Disneyland Resort.
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is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.
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About Disneyland Resort:
When Walt Disney opened Disneyland on July 17, 1955, he said he hoped it would be “a source of joy and inspiration to all the world.” Since then, the Disneyland Resort has welcomed more than 800 million guests, expanding to become an approximately 500- acre, multifaceted, world-class family resort destination, complete with two renowned Disney theme parks, three hotels and the exciting shopping, dining and entertainment area known as Downtown Disney District. Through a combination of creativity, technology and innovation, the resort brings storytelling to new heights, and Disneyland Resort cast members play an integral part in bringing that Disney magic to life for thousands of guests every day.
About The Walt Disney Company:
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
This position is with Walt Disney Parks and Resorts U.S., Inc., which is part of a business we call Disneyland Resort.
Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.
