Security Guest Service Manager

Aulani, A Disney Resort & Spa, is more than an enchanting, family-friendly destination. We’ve combined the spirit of O`ahu with the magic of Disney to create a place where guests and cast members alike can feel the magic, can feel the spirit of the island and can truly feel welcome. Here, you’ll bring the spirit of the islands to life in every part of your role.

Are you ready to join this team and make an impact?

The Security Guest Service Manager is a frontline, salaried people leader responsible for overseeing security and life safety operations at Aulani, A Disney Resort & Spa, within the Disney Experiences segment. In this management role, you lead and supervise a team of Security H/H, aligning daily operations with Disney’s high standards of guest service, safety, and brand protection while fostering a creative, customer-focused, culturally aware, and accountable environment.

In this role, you will provide strategic and tactical leadership for security and life safety operations, supervising daily activities, setting priorities, and coordinating with other leaders to ensure a safe, welcoming, and service-minded resort experience for Guests and Cast Members. As a salaried leader, you will have substantial responsibility for leading Security Hosts, managing performance and conduct, making independent decisions within your authority, handling sensitive matters, and representing the Security leadership team.

This role matters because it protects people, assets, and Disney’s reputation while requiring a collaborative, adaptable, and detail-oriented manager who can mentor teams, solve problems, and inspire high performance.

This full-time, salaried position reports to the Manager, Security and will be working onsite at Aulany Resort on the island of Oahu, Hawaii.

• Provide day-to-day strategic and tactical leadership in all aspects of security and life safety operations, ensuring alignment with resort and Disney Experiences goals.
• Conduct investigations and prepare detailed reports on injuries, crimes, policy violations, and other safety or security incidents involving Guests and Cast, including coordination with state and federal agencies as needed.
• Protect sensitive Cast, Guest, investigative, employee-relations, and operational information. Apply confidentiality and need-to-know principles consistently, sharing information only with authorized individuals and appropriate partners.
• Promote and enforce company policies related to safety regulations, asset protection, and loss prevention, ensuring consistent compliance across the operation.
• Understand the business, its culture, and operational challenges to identify opportunities to reduce risk and implement efficient, effective safety measures.
• Directly engage with leaders and Cast to provide clear direction, expectations, staffing plans, and resources needed to deliver on the mission to serve and protect while achieving the highest level of guest service.
• Maintain a positive, collaborative, and productive workplace by identifying and resolving issues promptly, managing conflict, providing candid feedback, and addressing performance or conduct concerns appropriately, consistently, and with respect. Partner with Human Resources, Employee Relations, Security leadership, and other appropriate partners when necessary.
• Independently assess routine and escalated situations, exercise sound judgment, and make timely decisions within the scope of authority. Accurately determine urgency, the appropriate response, and when escalation is required, while providing steady leadership and operational continuity in the Manager’s absence.
• Lead in the development and reinforcement of a strong culture of safety, modeling Disney values and ensuring…