Member Services - Full Time, Storyliving by Disney

As an Artisan Club Member Services Cast Member, you will be part of the Cotino™, A Storyliving by Disney™ community team. The Artisan Club Member Services team is focused on delivering the highest level of personalized experiences through relationship building and Disney world-class service. You will provide on-site resources and support to club members by assisting with various needs including, but not limited to Artisan Club dining, Club programming, community activities & events, and general membership inquiries.

You will develop strong connections with Artisan Club members and will be expected to anticipate needs and provide creative solutions to fulfill requests and exceed expectations. This role requires excellent communication and engagement skills with an ability to foster professional internal and external relationships.

This role will be onsite at Cotino™, A Storyliving by Disney™ community in Rancho Mirage, California and will report to the Manager, Lifestyle.

• Demonstrate a passion for guest service with ability to exude genuine hospitality for a dynamic Guest audience consisting predominantly of individuals with a high level of repeat visitation
• Exhibit an understanding of the unique components that are inherent in a private club environment, managing the distinct relationships that are built as a result of ongoing repeat visitation
• Introduce potential members to the Artisan Club, guide them through the membership process, ensure all application requirements are completed accurately, and maintain clear and timely communication throughout the process
• Engage members proactively by recognizing and greeting them upon arrival to the Artisan Club, anticipating and addressing needs, promoting participation in club events and experiences, answering questions, providing clear directions, and offering information to enhance the member experience
• Understand the preferences of our members and tailor recommendations and experiences accordingly
• Communicate effectively to Artisan Club members, Cast Members, and partners through email, phone, chat/texting function and in-person interactions
• Develop and nurture personalized member relationships that adhere to Disney brand standards. Elevated service, genuine hospitality, courtesy and care, and attention to detail are at the forefront of all interactions
• De-escalate and resolve member situations professionally and in a timely manner
• Contribute to a collaborative culture of excellence, diversity, and innovation by working together as a team with Food & Beverage, Lifestyle, Facilities, Vendors, and Third-Party contractors
• Assist with contracted and/or approved third party membership opportunities created for Artisan Club members through local businesses (e.g., local golf clubs, Town Center, or other approved concierge-style service relationships)

• You must be at least 18 years of age to be considered for this role
• Demonstrated excellent Guest service skills; Passion for serving others and always giving an elevated personalized experience with a professional presence
• Minimum of 2 years of experience of customer facing hospitality experience handling escalated and complex guest requests
• Proven track record to manage, prioritize, and support multiple responsibilities efficiently
• Ability to be a creative problem solver, generating new innovative ideas
• Ability to maintain confidentiality
• Ability to tackle unique scenarios while demonstrating composure
• Ability to develop effective relationships and work as part of a team
• Proficient in basic computer functions necessary to operate in a Windows environment with an adaptability to learn new computer systems and other technologies
• Demonstrated strong verbal and written communication skills, as well as telephone etiquette skills
• This is a physical role with prolonged standing and walking, and may require lifting, pushing, pulling, bending, twisting, and kneeling
• Ability to stand and work in any weather condition for extended periods of time
• Available to commit to work any day of the week during any shift including weekends, nights and holidays
• Valid CA Driver’s License

• Experience working in a luxury resort or private club environment
• Demonstrated knowledge of and passion for Disney Experiences products and services
• Willingness to learn new applications and lines of businesses as necessary
• Self-starter with a capacity to make decisions independently with minimal supervision
• Demonstrated organizational and time management skills
• Multi-lingual

• High school diploma or equivalent

• Bachelor's degree in Club, Restaurant, Hospitality Management or equivalent field experience