Florida Port Operations Manager

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!

Are you someone who thrives in a fast-paced environment all while creating magic for others? Then this role may be for you! This role is fast paced, Guest logistics and serviced focused.

As the South Florida Port Operations Manager, you will be responsible for the delivery of a smooth and seamless Guest experience at Port Miami/Port Everglades; in partnership with different service providers including terminal operations, resort operations, airport operations, transportation and onboard airline check-in. The Guest experience includes the following: Guest transfers to and from the airport, hotels and port; cruise port terminal operations; and luggage transfers to and from airport, hotels and port.

You will be based in Miami/Ft. Lauderdale. The position may also require some domestic and international travel.

What You Will Do

• Develop and maintain an operation that continually exceeds all Guest expectations.
• Support a vendor who oversees the daily embarkation process for Disney Cruise Line. Will also support the onsite terminal security, stevedore, and Port Authority teams.
• Manage and maintain a positive relationship with vendors who oversee embarkation and debarkation procedures including: check-in, coordinating luggage arrival at pier, coordinating Guest arrival at the pier, overseeing the flow of Guests at time of embarkation. Debarkation procedures include: flow of Guests through customs area, Onboard Airline Check-in and the transfer of Guests from the terminal to the airport.
• Partner with all other departments within Disney Cruise Line to provide a seamless guest experience. Act as a liaison between Disney Cruise Line and all third party vendor operations. Maintain a positive working relationship with third party vendors that participate in the day to day port operation. Vendors include but not limited to: Ground Services Providers, Transportation Companies, Immigration Officials, Port Authority, stevedores/porters, Security, K9, Disney Cruise Line Logistics & Purchasing and shipboard teams.
• Responsible for continuous improvement activities to improve Disney Cruise Line services.
• Help facilitate civil ceremonies and coordinate terminal tours.
• Help implement quality improvements that may include technology and or health and safety protocols.
• Be the liaison and content matter expert with the Training and Communications Department to ensure that all orientation and operating guidelines (internal and third-party vendor) are developed and maintained. Training may include but not be limited to: cruise check-in, luggage service, airport and hotel meet and greet, bus transportation and truck company staff, so they provide service at Disney standards. Partner with Disney Cruise Line Training and Communications to ensure that DCL Reservations Sales, DCL websites, GTB, DCL Intranet and all communications are accurate and maintained.
• Compile, document, and share third party vendor performance data.
• Identify, document, and share both internal and external improvement initiatives to improve DCL services.

Required Qualifications & Skills

• Demonstrated partnering/work relationship skills
• Demonstrated problem solving and conflict resolution skills
• Demonstrated knowledge and implementation of measurement tools to improve processes
• Demonstrated verbal and written communication skills
• Proven ability to be a self-starter with minimal supervision and follow-up
• Implement initiatives that aim to improve Cast and Guest experiences
• Minimum two-year cruise operations experience
• Demonstrated knowledge of Microsoft Word, Excel, Access and PowerPoint applications
• Work flexible hours, including nights, weekends and holidays
• Must have extensive knowledge of one or more of the following operations:
• Airport Operation- meet & greet, Guest and baggage transfers
• Resort Operations – check-in/check-out procedures, baggage process, Guest transfers
• Cruise Terminal Operations – embarkation and debarkation operations, travel documentation, and customs and immigration processes
• You may be required to do some traveling to support out port operations

Preferred Qualifications

• Cruise line operations or equivalent managerial experience.
• Disney Cruise line product knowledge
• Proficient in multiple languages
• Other cruise or Travel industry experience

Education

• Bachelors Degree or equivalent in work experience

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