Creating All-Star Guest Service with Gustavo
In 2015, Gustavo became an all-star at The Walt Disney Company.
Working as a housekeeper at Disney’s All-Star Resort, he gained tremendous understanding and background in housekeeping duties he dubbed the “Heart of the House.”
Gustavo quickly gained recognition as he continued to hone his “Heart of the House” duties, earning the White Glove Award, an award given to cast members for exceptional housekeeping service.
“The most rewarding part is delivering consistently clean and ready rooms to our guests when they arrive,” Gustavo said.
After spending time away from the company to feed his entrepreneurial spirit, joining a start-up cleaning business, Gustavo eventually found his way back to where his all-star career began.
“I had a great opportunity to return to The Walt Disney Company as a Guest Experience Manager and gladly accepted where I am currently, “Gustavo said.
On paper, Gustavo’s responsibilities as a Guest Experience Manager involve directing housekeepers, supervisors and house persons to deliver room-cleaning services for guests. But in the day-to-day, he uses his keen eye for excellence to help guests feel even more of the Disney magic.
“We are guests’ home away from home,” Gustavo said. “When guests can check into a clean and ready room, one that sparkles and is beautifully done, we have delivered for our resort guests what they expect and hope for.”
Gustavo says that exceeding guests’ expectations and ending each day knowing his team did well is his favorite part of a long day’s work. This has allowed him to form great partnerships with both guests and fellow cast members.
“[Our cast members] would refer guests who had special needs or employees who had service breaks…I would personally visit the guests and help our housekeepers prepare special touches and extend special gifts [like] games and Mickey plushies,” Gustavo said. “I would get to know the families and they still write as they return. This initiative was not only wonderful for guest contact, but it [also] allowed me to be in the buildings with my housekeeping cast.”
Great relationships are made easy when you have the right people beside you. For Gustavo, the cast members he works with are so much more than a great team—they’re a source of inspiration.
“It is immensely rewarding to be there for the cast through teaching, mentoring, building relationships,” Gustavo said. “This is how we get our work done, and my team delivers. At times, our scores have finished as the highest for cleanliness upon arrival for my buildings.”
Above all, Gustavo is grateful he gets to amplify guests’ experiences at Disney, the place he calls “bigger than life” and the place where his magical career began.
“When you share you work for Disney, everyone wants to listen and inquire about our jobs,” Gustavo said. “What an honor to work for such a wonderful company.”
Ready to be a part of creating the magic behind the scenes like Gustavo? Visit Disney Careers to learn more and apply today!
