Manager, Guest Services
Posted 2025-04-06Every 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: 1244541BR
Location: United States
Job 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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