Manager, Guest Services

Job Summary:

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.