About this role
Guest Services Manager
Job Description: 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.
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.
Basic Qualifications: • Minimum 2 years of Front Desk/Guest Services supervisory/leadership experience in a large luxury resort (200+ rooms) and/or working on a cruise ship, within the last 7 years • Knowledge of Immigration and Customs regulations • Cash handling experience • Proficient with PC based data bases, and Microsoft systems • Ability to balance multiple tasks simultaneously • 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
Preferred Qualifications: • Tourism and Hospitality classes/certifications a plus • Multilingual preferred
Responsibilities: • Supervise daily operation of Guest Services team • Lead team of Guest Services Hosts/Hostesses; follow-up on daily assignments • Handle any guest service issues and follow through with guest service recovery • Assist with Groups & Weddings depending on assignment • Build daily work schedules for Guest Services Hosts/Hostesses • Implement training and development for Guest Services • Lead and mentor team through meetings and 1:1’s • Continually seek new opportunities to create memories for our Guests • Supervise the daily bank-out process for crew • Assist in all other areas of Guest Services and/or the Crew Services Office • Actively participate in all Castaway Cay job responsibilities associated with position and line of business as advised by leadership • Complete additional job responsibilities, as assigned by leadership, based on operational need • 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