Duty Manager

Overview

The Disneyland Resort Duty Manager is accountable for upholding the Resort standard of Guest and Cast Member experience delivered by the overall operation and is charged with protecting the heritage and traditions of the property. The Duty Manager proactively monitors the pulse of the operating day and has authority to make on-the-spot decisions to support the business. This role acts as an integrator by facilitating Park/Resort-wide communication, providing updates to senior leaders and responding to emergencies and critical incidents.

In an emergency, the Disneyland Resort Duty Manager assumes the overall role of Unified Incident Command Team (UICT) leader, coordinating incident response and recovery on behalf of senior leadership. This role champions overall site emergency preparedness for Park and Hotel Operations. During normal operation, the Duty Manager provides insight into holistic operation impacts to support projects, initiatives, and events aligned with Guest service standards.

The role serves as a model for operational leadership through stage management, verbal and written communication, collaborative input and mentoring.

• Scope of support responsibility extends to both Theme Parks, the Downtown Disney District, all three Resort Hotels, and all Guest and Cast Parking/Arrival areas.
• Provides On Stage Duty Manager coverage, regularly working a variety of times of day on a pre-determined coverage schedule which includes early mornings and late nights, walking distances in all weather conditions, with variable days off.
• Acts as single point of contact and integration for daily operations, including facilitating property-wide communication to groups, understanding and communicating operational status conditions for senior leaders, and providing coordination and direction response to emergency and critical incidents.
• Fosters an environment supporting the Five Keys and models hospitality standards. Serves as a leader and teacher of excellence in safety, courtesy, show, efficiency, and inclusion.
• Communicates a compelling vision that inspires exceptional Guest and Cast service, translating and integrating that vision into operational processes.
• Demonstrates behaviors and actions that contribute to an exceptional Guest and Cast experience, driving innovation and optimization.
• Serves as a change agent to integrate processes, remove barriers and align performance goals.
• Granted level of authority to make decisions for immediate area operational needs that may be outside the scope of normal day-to-day operations, chiefly in the absence of senior leadership.
• Acts as coordinated incident commander representing senior leadership and champions overall operational emergency preparedness.
• Demonstrates an understanding of which situations and incidents may be sensitive from a media or public relations standpoint, including an understanding of broader impacts of day-to-day decisions. Serves as a caretaker of the Disney brand.
• Completes reporting and documentation necessary to protect the Company’s assets and interests.
• Represents Park and Hotel Operations in interactions with senior leaders, project partners, and leaders from other lines of business.
• Provides support to operational leaders requesting input on day-of decisions regarding Cast performance issues.
• Understands how to leverage the history and heritage of the Disneyland Resort to drive innovative business solutions.

• Minimum 5 years operations leadership experience, ideally with Senior Stage Manager or equivalent experience. Preferred: operational leadership experience in more than one line of business in Parks and/or Hotels.
• Able to convey information clearly and concisely, and in complex situations.
• Strong written communication skills.
• Able to listen with respect and use influence skills to collaborate, partner and ensure cross-functional teamwork.
• Experienced in Guest-facing operations and skilled at Guest service recovery.
• Strong networking skills and ability to collaborate at multiple levels.
• Self-motivated and able to find creative solutions to challenges.
• Proven success leading a diverse Cast,…