Guest Experience Manager, Catering

About the position
As a Catering Guest Experience Manager at Walt Disney Parks and Resorts, you will be responsible for providing clients with a memorable catering experience while managing Event Operations and Catering Cast Members. This role serves as a liaison between various teams to ensure the integrity of events and partners, promoting a positive work environment and effective communication across departments.
Responsibilities
• Execute events from both Convention logistics and Catering operations perspectives.
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• Work directly with Catering, Culinary, and Entertainment partners, as well as clients.
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• Lead Convention and Catering Cast during events.
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• Ensure overall client satisfaction with catering during events.
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• Promote a safe work environment and food safety culture.
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• Demonstrate expertise in safety and service standards, regulatory requirements, and procedures.
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• Be visible and available to respond to the needs of clients, cast members, and peers.
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• Guide cast members through event operational performance with real-time feedback.
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• Recognize team members for outstanding performance and customer service.
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• Set clear priorities and expectations for cast members.
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• Build employee engagement through communication and mentoring.
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• Work cross-departmentally to achieve shared goals and understand the impact of decisions.
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• Identify and clear obstacles to ensure successful events.
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• Perform administrative duties such as attending meetings and compiling operational metrics.
Requirements
• At least five years of Catering or Convention experience in a resort environment or relevant experience.
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• Understanding of the Convention business.
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• Experience coordinating planning, communication, execution, and evaluation of events.
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• Creativity to find solutions and improve Guest and Client experiences.
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• Ability to empower and manage a team.
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• Ability to work in a fast-paced environment and lead in stressful situations.
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• Ability to optimally resolve conflict and work effectively with cast members at all levels.
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• Schedule availability to include weekends, variable shifts, and holidays.
Nice-to-haves
• At least two years of Food & Beverage Management experience.
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• Event planning or event services experience.
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• Talent for developing partnerships and working with all team members.
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• Knowledge of Walt Disney World procedures.
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• Knowledge of Matra, My Time, CDS.
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• Lean Manufacturing/Continuous Improvement experience.
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• Experience working in a high volume, restaurant or catering environment.
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• Food safety certification.
Benefits
• Health and savings benefits
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• Educational opportunities
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• Special extras unique to Disney

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