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Guest Relations Manager

Job Details

full-time
Downtown Columbus, Ohio, United States
Walt Disney Company
Salary : $50000 Annually
05/21/2025
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Full Job Description

Create magical moments with The Walt Disney Company ! We are seeking a warm and attentive Guest Relations Manager to join our team, potentially supporting operations or guest services located near Columbus, Ohio. In this role, you will be responsible for ensuring exceptional guest experiences, resolving guest issues, and leading a team focused on providing world-class hospitality and service.

Responsibilities:
  • Oversee daily guest relations operations and manage a team of guest relations cast members.
  • Ensure high levels of guest satisfaction by providing personalized and attentive service.
  • Handle guest inquiries, requests, and complaints in a professional and timely manner.
  • Empower the team to resolve guest issues and make decisions to enhance guest experiences.
  • Implement and enforce guest service standards and company policies.
  • Monitor guest feedback channels (surveys, social media, etc.) and identify areas for improvement.
  • Collaborate with other departments (e.g., operations, security, maintenance) to resolve guest issues.
  • Train and coach guest relations staff, fostering a culture of service excellence.
  • Manage guest relations budget and control expenses.
  • Prepare reports on guest feedback, issues, and resolutions.
  • Develop and implement initiatives to enhance the guest experience.
  • Ensure compliance with accessibility standards for guests.
  • Handle emergency situations and provide assistance to guests.
  • Maintain a thorough knowledge of company offerings, services, and policies.
  • Represent The Walt Disney Company brand and values.
  • Conduct regular team meetings and provide updates.
  • Ensure the guest relations area is welcoming and well-maintained.
  • Manage VIP guest services and special requests.
  • Assist with crisis communication related to guest impacts.
  • Maintain accurate records of guest interactions and issues.
  • Stay informed about park/property operations and events.
  • Lead by example in providing exceptional service.
  • Identify training needs for the guest relations team.
  • Ensure all interactions are handled with empathy and professionalism.
  • Develop strategies to surprise and delight guests.
  • Work closely with security on guest safety issues.
  • Manage lost and found procedures.
  • Ensure compliance with data privacy regulations regarding guest information.
  • Contribute to creating a positive and inclusive environment for guests.
  • Provide support during peak seasons or special events.

Qualifications:
  • Bachelor's degree in Hospitality Management, Communications, Business Administration, or a related field.
  • 3+ years of experience in guest relations, customer service, or hospitality management, preferably in a theme park, resort, or high-volume service environment.
  • Proven ability to lead and motivate a team.
  • Excellent communication, problem-solving, and interpersonal skills.
  • Ability to handle difficult situations and resolve complaints effectively.
  • Ability to work flexible hours, including evenings, weekends, and holidays.
  • Passion for providing exceptional guest experiences.
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