Assistant Manager Guest Services (Trip Interview)

Job Description

Responsibilities

• Support and oversee the functions of all Guest Services Managers, and Concierge.
• Lead the Concierge, GSMs and GSH towards higher level of Guest satisfaction.
• Assists in the development and implementation of “Best practices” processes across organization to ensure tremendous efficiency resulting in higher Guest satisfaction.
• Implementation of all policies, procedures and activities related to the efficient and effective operation of the Guest Services department.
• Ensures scheduling of Guest Services Desk and Concierge is compliant and at the accurate level for the different days of each itinerary.
• Monitor Crew excellence and Guest satisfaction performance of the department and constantly strive to improve Guest Experience
• Supervise Guest flows and ensure each Guest receives outstanding Guest service by providing a friendly environment
• Assist with challenging situations with Guests
• Facilitate department meetings
• Track problem resolution, voyage incident reports Identify Trends and initiate changes
• Facilitate medical debarks in all ports of call at all hours.
• Oversee Concierge Lounge and Concierge daily Suite Visit Log.
• Take full ownership of Concierge & GSM’s. Accepts responsibility for all actions of both teams.
• Fulfill the role of Crew Services Manager if required
• Deputize for CSM as necessary and assist Crew Office if need emerges
• Provide leadership for all direct reports

Basic Qualifications

• Minimum 3 years’ experience in a shipboard crew office or crew logistics position, within the last 7 years
• Minimum 3 years’ experience in a leadership position
• Previous experience working with international, US Immigration & Customs officials for cruise ships
• Computer proficiency with data bases, spread sheets, and Microsoft applications.
• Experience with hotel or shipboard reservations systems

Preferred Qualifications

• Work equivalent or degree in Hotel, Travel, or Tourism Management preferred

Additional Information

• 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

• 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

• Segment: Disney Parks, Experiences and Products
• Business: Disney Cruise Line
• Category: Hotel and Resorts
• Job Type: Full Time