VIP Guest Services Manager, Disney Cruise Line

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.