Manager, Guest Services

Every day at Disney Cruise Line we take pride in bringing the magic of Disney to life. We find joy in creating cherished memories and form genuine connections with our guests. We hold each other to the highest degree and always act responsibly while ensuring the safety of fellow crew and guests. United by our Disney values, we work toward excellence in all we do. As a part of our team, you can live and work in a diverse and inclusive environment amidst a professional and supportive community. If you are ready to create unforgettable experiences and grow as a person and as a professional, apply today. ?Responsibilities :
• Oversee entire Guest Services and Crew Services operation
• Implement all policies, procedures and activities related to the efficient and effective operation of the Guest Services department
• Support the team which includes Guest Services Managers, Job Schedulers, Clearance Officer, Onboard Sales Manager, Concierge, Crew Services Manager, and Groups and Weddings Manager
• Provide leadership, mentoring and development, communication and recognition for all
• Monitor crew excellence and guest satisfaction performance of the department and constantly strive to enhance the guest experience
• Assist as a liaison with the Port Agents embarkation, Immigration and Customs Officials
• Track problem resolution, Guest Service Recovery, voyage incident reports; identify trends and initiate changes when applicable
• Execute clearance responsibilities as defined by the arriving port and supervise Embark/Debark Process in home ports
• Ensure timely transmission of ENOA and related Immigration Systems
• Actively participate in all Island job responsibilities associated with position and line of business as advised by DCL leadership
• Follow all company set policies and procedures, along with all maritime and ship rules, regulations and procedures
• Participate in Emergency Duties as specified in the ship Assembly Plan
Basic Qualifications :
• Minimum 5 years recent experience in Guest Services/Front Desk (senior) Leadership/Department Head, within the last 7 years
• Large, luxury ships experience REQUIRED
• Knowledge of Crew Services operations
• Excellent leadership skills, passionate about team building, motivation, innovation, communication and service delivery process design
• Immigration and CBP clearance knowledge
• Be able to speak, read and write proficient English
• Enjoy working in a high-volume, fast-paced, guest-service oriented environment
• Appreciate diversity among guests and crew
Additional Information :This is a SHIPBOARD role.Applicants must:
• Be genuinely interested in a career at sea and willing to live and work onboard a Disney Cruise Line vessel
• Be committed to the position you are applying for at least 2-3 contracts before a transfer or promotion
• Be willing to follow and perform safety role, emergency duties and/or associated responsibilities as specified in the ship Assembly Plan
• Be willing and able to uphold the general safety management responsibilities specified in the Safety Management System in areas and operations under their control
• Be willing to follow and embrace United States Public Health requirements and guidelines as well as Environmentality requirements and Company practices
• Be willing to share a cabin with other crew members and appreciative of working and living in a multi-cultural environment
• Be comfortable living in a confined space with strict rules and regulations
• Adhere to a structured lifestyle, personally and professionally
Your Responsibilities:
• Have a valid passport and C1/D Seaman's visa (DCL will provide you with documents to obtain this)
• Complete a pre-employment medical
• Obtain a criminal background check
• Bring approved work shoes
• * Disney Cruise Line is a drug-free workplace. All new hires are required to undergo drug/alcohol testing within the first week onboard and throughout their contracts. Failure to pass the drug/alcohol testing will result in immediate termination.Job ID: 1244541BRLocation: United StatesJob Posting Company: "Disney Cruise Line"The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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