Disneyland Resort

Feb. 09, 2023

Job Summary:

The Pool Concierge is responsible for providing exemplary Guest Service at the Hotels of the Disneyland Resort. Duties include; welcoming and seating Guest, clearing and resetting lounge chairs, cabanas, and tables; Refreshing drinks, and responsible for set up and break down of all pool areas including towel pick and replacement. The Pool Concierge is ideally positioned to enhance the Guest experience and plays an essential role in the resort’s goal of exceeding high guest expectations, remaining constantly aware of the pool environment, engaging with guests, anticipating their needs and taking initiative to improve their overall experience.

Responsibilities:

• Maintain a friendly yet unobtrusive manner with all Guests throughout their pool experience.
• Promote teamwork and foster a harmonious working climate.
• Recognize and address potential intoxicated, disruptive or undesirable guests.
• Properly handle and report employee Guest accidents.
• Respond properly to any hotel emergency or safety situation.
• All associates must endeavor to actively greet Guests, smile, make eye contact and speak clearly in a friendly manner as they enter the pool area
• Set up Mise en Place i.e. follow checklist, align lounge chairs, fill water station, pick up towels, replace towels, etc.
• The assigned station is the Pool Concierge “stage” for the shift and they must take pride and ownership of it.
• Ability to focus on Guests as top priority to be aware of their needs at all times and respond immediately to all requests; Expectation to initiate Guest contact within 30 seconds of arrival;
• If the guest has a Cabana reservation, confirm the number of people in the party and escort to Cabana and notify server.
• In the case of a non-Cabana guest, the Pool Concierge will escort the guest(s) to an available seat and ask the Guest whether they prefer sun or shade. Offer Guest towels for each member of party.
• The Pool Concierge will lay out the lounge chair cover each applicable chair and invite the Guest to sit (Forbes standard-2 towels-this would count as 1)
• Pool Concierge will notify server of guests arrival and provide guest name
• Respond to basic Guest questions about the property, take ownership of simple requests, and not simply refer Guests elsewhere
• Cast will engage guests with a smile, eye contact and acknowledgment, even in passing.
• Cast will create a sense of recognition by using the guest’s name, when known, in a natural and discreet manner. Pool Concierge will speak to guests in an attentive, natural and courteous manner, avoiding pretension
• Cast will always appear clean, crisp, polished, and well fitted in the correct uniform with their name badge on at all times while on duty
• Ability to assist Guests with dining / event reservations
• Acts as a liaison between the Guests and any department necessary, Resort wide.
• Wish all guests a fond farewell as they depart
• Enhanced degrees of “personalized service’ will be practiced such as but not limited to – dining reservations, room readiness, sunglasses cleaning – passing of amenities – replenishing/straightening of towels etc.
• Each Pool Concierge is responsible for the appearance of their station before they leave.
• Maintain cleanliness and order of the Fitness Center

Basic Qualifications:

• Possess a positive, outgoing and friendly Personality.
• Ability to follow the Disney Standards of Guest Service, including cast member presenting themselves as polished, professional, displaying proper body language and utilizing strong communication skills.
• Strong technical abilities to assist Guests using platforms such as Opera and HOTSOS.
• Ability to work cohesively with other Cast as part of a team.
• Strong written and verbal communication skills.
• Ability to work a flexible work week including nights, weekends and holidays.
• Excellent Guest Service skills.
• Ability to work productively with other operating departments.
• Ability to handle obstacles in a positive and professional manner, and to effectively communicate these problems, along with suggested solutions to the Manager.
• Maintain professional appearance, behavior, integrity, and openness to Cast and Guest
• Ability to prioritize and organize work assignments.
• Ability to follow directions.
• Be active in the role of safety and security. Be cognizant of all emergency-reporting procedures.
• Ability to be a clear thinker, analyze and resolve problems exercising good judgment.
• Ability to focus on paying attention to details.
• Ability to remain calm and courteous in demanding and difficult Guest situations.

Preferred Qualifications:

• Preferred one year customer service or restaurant environment

Additional Information!:

The pay rate for this role in California is $22.75 per hour.

SCHEDULE AVAILABILITY
Our Resort Hotels operate 24 hours a day, 365 days a year and some shifts may start as early as 5:00am while some may end as late as 3:00am, 4:00am or 5:00am. Scheduling will require availability to work weekends, holidays, and have a flexible schedule when business requires

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