Manager Guest Services I

Job Description

Responsibilities

• Implementation of all policies, procedures and activities related to the efficient and effective operation of the Guest Services department
• Support and oversee the functions of all Guest Services Managers
• Supervise the Guest Services team, Job Scheduler, Clearance Officer, GS/Future Reservations Manager, Crew Services Operation, Concierge, Connect @ Sea Expert
• Ensure timely transmission of ENOA/D
• Execute clearance responsibilities as defined by the arriving port
• Assist in challenging situations with Guests
• Assist as a liaison with the Port Agents embarkation, Immigration and Customs Officials
• Monitor Crew excellence and Guest satisfaction performance of the department
• Facilitate department meetings
• Responsible for the administration of the GS conference card
• CRO (Complaint Resolutions Officer) for all ADA/Accessibility matters
• Oversee and track problem resolution, voyage incident reports Identify trends and initiate changes if necessary
• Facilitate medical debarks in all ports of call at all hours
• Oversee GS/Future Reservations Manager and recommend changes to enhance the program
• Provide leadership for all direct reports; Responsibilities include, but are not limited to: 
  • Managing personnel files
  • Conducting performance reviews, including discipline as needed
  • Ensuring MLC compliance
  • Monitoring Superstar, while making necessary corrections
  • Onboard training, new hire and ongoing 
  • Succession planning
  • Focus on training and development for leaders and crew 
  • Crew recognition and communication

Basic Qualifications

• Minimum five years experience in a leadership position
• Knowledge of a Guest Services/Front desk operation strongly preferred
• Knowledge of Crew Services operations
• Ship and/or Disney experience strongly preferred
• Business Administration or Hospitality industry education preferred
• Experience working with luxury brands and affluent Guests perferred
• Excellent leadership skills, especially in the areas of team building, motivation, innovation, communication, and service delivery process design
• Immigration and CBP clearance knowledge
• Group functions experience (conventions, weddings, etc…)
• Self-motivated with an ability to motivate and empower direct reports
• Must have strong interpersonal, written and verbal communication skills
• Must be able to work in high stress situations
• Must be able to handle multiple tasks
• Proven ability to network and maintain strong partnerships
• Detail oriented
• Demonstrated proficiency with PC based data bases, spread sheets, and word processing systems
• Demonstrated ability to influence others
• Flexibility to work any hours

Additional Information

• Be genuinely interested in a career at sea and willing to live and work onboard a Disney Cruise Line vessel 
• Be willing to follow and perform safety role, emergency responsibilities, and associated responsibilities as specified in the ship Assembly Plan 
• Be willing to uphold the general safety management responsibilities as specified in the Safety Management System in areas and operations under their control 
• If applicable, be willing to share a confined cabin with other crew members and appreciative of working and living in a multicultural environment that has strict rules and regulations 

• 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