VIP Guest Services Manager, Disney Cruise Line
Detalles del empleo:
Disney Cruise Line is a world-renowned leader in hospitality and entertainment and has been recognized as the top cruise line for families. 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.
The VIP Guest Services Manager for Disney Cruise Line leads the strategic planning and ongoing development of VIP Services across Disney Signature Experiences, including Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions. In this role, you will collaborate with both internal and external stakeholders, evaluate and mitigate risks, and deliver informed recommendations to key partners. This high-impact position also provides direct leadership to hourly Cast Members responsible for the planning, coordination, and execution of VIP experiences. Through frequent interaction with senior executives, industry leaders, and high-profile or celebrity guests, you will demonstrate outstanding professionalism, discretion, and communication expertise.
The VIP Guest Services Manager will report to the Manager, VIP Guest Services and sits in Celebration, FL.
Responsibilities:
Lead and support a team of two VIP Guest Services Associates (Hourly Cast Members), fostering a high-performance culture.
Deliver exceptional service to all Guests, primarily VIP, consistently aligning with Disney’s brand and service standards.
Manage and process VIP reservations in Seaware for Disney Cruise Line and Adventures by Disney, following approved IRGS and VIP request forms. Handle a variety of pricing programs and Guest types based on approval criteria.
Oversee the end-to-end execution of the VIP program for charter sailings and inaugural events across the fleet.
Communicate effectively and professionally with VIP Guests, shipboard leadership, and internal partners via phone, email, and written correspondence.
Build strong cross-functional relationships with key teams, including Shoreside Travel Operations, Embarkation Services, Revenue Management, Hotel Operations, the Executive Committee, Disney Special Activities, and external vendors, to ensure a seamless guest experience.
Coordinate complex, fleet-wide arrangements for VIP Guests, including activity bookings, bridge tours, ground transportation, documentation, and special celebrations. Provide personalized booking support and cruise quotes for designated individuals affiliated with executives, celebrities, and company officials.
Maintain and distribute detailed reports tracking VIP Guest information and itineraries across all ships, ensuring accurate visibility for internal stakeholders and leadership.
Uphold all safety, security, and environmental policies set forth by The Walt Disney Company and Disney Cruise Line, including proper handling of sensitive information and powering down systems daily.
Basic Qualifications:
4+ years of leadership experience, ideally within Guest Services, Travel Operations, or environments serving high-level or VIP clientele.
Demonstrated experience leading a small team or supervising hourly Cast Members, including mentoring, coaching, and guiding staff through daily responsibilities and projects.
Proven ability to independently plan and manage complex travel itineraries while keeping key stakeholders informed and engaged.
Strong problem-solving skills, with the ability to anticipate challenges, implement effective solutions, and escalate issues when necessary.
Exceptional organizational and time management skills, with a track record of successfully managing multiple evolving priorities in a fast-paced, high-pressure environment.
Experience working cross-functionally within a matrixed organization to drive project plans, meet deadlines, and ensure end-to-end accountability.
Excellent Guest Service acumen with meticulous attention to detail.
Outstanding verbal and written communication skills, with professionalism in phone, written, and in-person interactions. Comfortable engaging with senior leaders and across all organizational levels.
High level of discretion and professionalism when working with confidential information.
Proficiency in Microsoft Office Suite, including Outlook, Excel, PowerPoint, Word, SharePoint, and Teams.
Flexibility to support a seven-day operational schedule, including evenings and weekends.
Ability to lift up to 20 pounds.
Travel may be required for this role.
Possess a valid Passport.
Preferred Qualifications:
In-depth knowledge of Disney Signature Experiences products, including Disney Cruise Line, Walt Disney World, National Geographic Expeditions, and Adventures by Disney.
Prior experience supporting VIP clientele, including senior executives, celebrities, influencers, and executive assistants.
Proficiency in key systems such as Seaware (Main and Touch), SAP, and Certain, with a demonstrated ability and willingness to learn new technologies.
Familiarity with Disney Cruise Line and Adventures by Disney Internet/Intranet platforms.
Strong analytical skills, with experience pulling reports, identifying trends, and providing data-driven recommendations.
Required Education:
Bachelor’s Degree in Hospitality Management, Business Administration, Travel & Tourism, Communications, or a related field or equivalent work experience.
Preferred Education:
Master’s Degree in Hospitality Management, Business Administration, Travel & Tourism, Communications or related field.
Additional Information
Benefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities, and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.
About The Walt Disney Company
Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.
Acerca de Disney Experiences:
Disney Experiences da vida a la magia de las historias y franquicias de Disney con parques temáticos, resorts, cruceros, experiencias vacacionales exclusivas, productos y más en todo el mundo. Disney destaca en la industria de viajes con seis destinos turísticos en los Estados Unidos, Europa y Asia, una línea de cruceros de primera categoría, un popular programa de propiedad vacacional y un galardonado negocio de aventura familiar guiada. Además, las operaciones globales de productos de consumo de Disney incluyen el mejor negocio de licencias del mundo, las marcas editoriales para niños más grandes del mundo, uno de los licenciantes de juegos más grandes del mundo en todas las plataformas y ubicaciones de tiendas de Disney en todo el mundo y en línea.
Acerca de The Walt Disney Company:
The Walt Disney Company, junto con sus subsidiarias y afiliadas, es una empresa internacional diversificada líder en entretenimiento familiar y medios de comunicación que incluye tres segmentos comerciales principales: Disney Entertainment, ESPN y Disney Experiences. Desde sus humildes comienzos como estudio de dibujos animados en la década de 1920 hasta su reconocido nombre en la industria del entretenimiento en la actualidad, Disney continúa con orgullo su legado de crear historias y experiencias de clase mundial para toda la familia. Las historias, los personajes y las experiencias de Disney llegan a consumidores e invitados de todos los rincones del mundo. Con operaciones en más de 40 países, nuestros empleados y miembros del elenco trabajan juntos para crear experiencias de entretenimiento que sean apreciadas a nivel local y global.
Este puesto es en Magical Cruise Company, Limited, que forma parte de una empresa comercial que denominamos Disney Experiences.
Magical Cruise Company, Limited es un empleador que ofrece igualdad de oportunidades. Los solicitantes recibirán consideración para el empleo independientemente de su raza, religión, color, sexo, orientación sexual, género, identidad de género, expresión de género, nacionalidad, ascendencia, edad, estado civil, condición de militar o veterano, afección médica, información genética o discapacidad, o cualquier otro fundamento prohibido por la ley federal, estatal o local. Disney defiende un entorno empresarial donde las ideas y decisiones de todas las personas nos ayudan a crecer, innovar, crear las mejores historias y ser relevantes en un mundo en constante evolución.
ADAPTACIÓN POR DISCAPACIDAD PARA SOLICITUDES DE EMPLEO
The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, visit the Disney candidate disability accommodations FAQs. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.
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Explora esta ubicación Celebration, FL
La pintoresca comunidad de Celebration, a 25 minutos al suroeste de Orlando, es un lugar inigualable. Fundada por The Walt Disney Company en la década de 1990 y destacada como uno de los vecindarios más bonitos por la revista Forbes Magazine en los Estados Unidos, Celebration cuenta con un centro idílico con arquitectura inspirada en las ciudades tradicionales del sur.
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