VIP Guest Services Manager, Disney Cruise Line
Descrição do cargo:
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.
Sobre o Disney Experiences:
O Disney Experiences dá vida à magia das histórias e franquias Disney com parques temáticos, resorts, navios de cruzeiro, experiências de férias exclusivas, produtos e muito mais em todo o mundo. A Disney brilha no setor de viagens com seis destinos de resort nos Estados Unidos, na Europa e na Ásia; uma linha de cruzeiros de primeira; um programa popular de propriedade de férias; e um premiado segmento de aventura em família guiado. Além disso, as operações globais de produtos de consumo da Disney incluem os principais negócios de licenciamento do mundo, as maiores marcas de publicações infantis do mundo, um dos maiores licenciadores de jogos do mundo em todas as plataformas; e lojas Disney no mundo todo e na internet.
Sobre The Walt Disney Company:
A The Walt Disney Company, juntamente com suas subsidiárias e afiliadas, é uma líder diversificada em entretenimento familiar e mídia internacional que inclui três segmentos principais de negócios: Disney Entertainment, ESPN e Disney Experiences. Desde seus primeiros passos como um estúdio de desenho animado na década de 1920 até se tornar o atual nome de destaque na indústria do entretenimento, a Disney orgulhosamente dá continuidade a seu legado de criação de histórias e experiências de padrão internacional para toda a família. As histórias, personagens e experiências da Disney tocam consumidores e visitantes de todas as partes do mundo. Com operações em mais de 40 países, nossos funcionários e colaboradores trabalham juntos para criar experiências de entretenimento adoradas por todos.
Esta vaga é oferecida junto à Magical Cruise Company, Limited, que é parte de um segmento de negócios que chamamos de Disney Experiences.
Magical Cruise Company, Limited é um empregador de oportunidades iguais. Os candidatos serão selecionados para emprego independente de raça, religião, cor, sexo, orientação sexual, gênero, identidade de gênero, expressão de gênero, nacionalidade, ancestralidade, idade, estado civil, status militar ou de veterano, quadro clínico, informações genéticas ou deficiência, ou qualquer outro motivo proibido por lei federal, estadual ou local. A Disney defende um ambiente de negócios em que ideias e decisões de todas as pessoas nos ajudam a crescer, inovar, criar as melhores histórias e ser relevantes em um mundo em constante evolução.
ACOMODAÇÃO PARA PESSOAS COM NECESSIDADES ESPECIAIS PARA CANDIDATURAS A EMPREGO
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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Conheça este local Celebration, Flórida
A comunidade perfeita de Celebration, a 25 minutos a sudoeste de Orlando, é um lugar único. Fundada pela The Walt Disney Company na década de 1990 e nomeada uma das comunidades mais bonitas dos Estados Unidos pela revista Forbes, Celebration apresenta um centro idílico com arquitetura inspirada nas cidades tradicionais do sul.
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