Guest Services Standards Manager

Guest Services Standards Manager Job ID 10076284 Location Celebration, Florida, United States Business Disney Cruise Line Date posted Jan. 24, 2024

Job Summary:

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 cast, crew and guests. United by our Disney values, we work toward excellence in all we do. As a part of our team, you can 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.

Shore side liaison for matters affecting Guest Services and Crew Services daily operational standards. This position provides support, training, and leadership to the fleet and private islands.

Responsibilities:

Maintaining fleet wide consistency for all areas within Guest Service Operations including but not limited to ensuring Guest and Crew satisfaction measurements are met or exceeded, monitor and evaluate end of cruise reports and look for trends, support all new builds and dry dock initiatives, ensure timeliness of financial administrative duties, manage communication and collateral mediums, conduct training and support shipboard team in preparation and execution of new itineraries. Single point of contact for shipboard Guest Services Team and shore side partners and assumes the ultimate responsibility to oversee Guest Service levels and drive operational efficiency. Position will spend a significant amount of time traveling onboard the ships fleet wide, updating LOG's, auditing onboard operations, corroborating USPH and Coast Guard compliance and ensuring consistency, standardization and stability in all Crew Service and Guest related products and services.

Basic Qualifications:

• 5+ years of shipboard senior leadership experience with responsibilities to include Guest Services and Crew Services

• Proven experience managing cruise ships and/or resorts with 750+ rooms

• Proven knowledge of shipboard that includes Guest Service and Crew Office operations

• Proven leadership skills

• Demonstrated strong organizational skills with attention to detail

• Demonstrated strong partnering skills

• Ability to travel extensively and work weekends

Preferred Qualifications:

• Executive leadership position onboard cruise ship or resort

• Ability to share creative and new ideas

• Demonstrated written and verbal communication skills

• Strong business planning skills

• Able to lead an initiative or project within the operation

Required Education:

• Bachelor's degree or Hotel Management Diploma

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