Guest Services Manager – Disney Cruise Line
As a Guest Services Manager, you will oversee daily operations, lead a team of Guest Services Hosts/Hostesses, and ensure exceptional guest experiences. Your role involves problem-solving, team mentoring, financial oversight, and collaboration with various departments to uphold Disney’s high standards.
Qualifications & Skills
- Experience: Minimum 2 years in a leadership role within a luxury resort (200+ rooms) or aboard a cruise ship.
- Leadership: Proven ability to mentor and supervise a guest services team.
- Knowledge: Familiarity with Immigration and Customs regulations.
- Technical Skills: Proficient in Microsoft systems and PC-based databases.
- Financial Handling: Strong cash management experience.
- Multitasking: Ability to manage multiple responsibilities in a fast-paced environment.
- Communication: Fluent in English (spoken, read, and written); multilingual skills are a plus.
- Guest-Centric Mindset: Passion for creating memorable experiences and fostering diversity.
- Preferred: Background in hospitality/tourism education or certifications.
Key Responsibilities
- Lead and supervise Guest Services operations, assigning tasks and ensuring seamless service delivery.
- Handle guest inquiries and service recovery, collaborating with different departments to resolve issues.
- Develop staff schedules and oversee training programs for Guest Services Hosts/Hostesses.
- Manage financial responsibilities, including cash float oversight and crew banking processes.
- Facilitate group events, weddings, and clearance procedures as needed.
- Support guests with internet connectivity and DCL App assistance.
- Follow company policies, maritime regulations, and emergency procedures.
- Participate in Castaway Cay responsibilities and additional operational duties assigned by leadership.
This role demands strong leadership, organizational skills, and a commitment to Disney’s excellence in guest service.
