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As the Senior Manager, Groups, Events & Services, you will be responsible for leading a team of professionals in the coordination, planning, and execution of a premier experience for all contracted groups, full ship charters, and weddings for Disney Cruise Line. You will also lead the teams responsible for VIP Guests, Special Services, and media services which includes the coordination, planning, transportation logistics, and execution of events on behalf of Marketing, Media, and Public Relations for Disney Signature Experiences in Florida, including but not limited to Disney Cruise Line, Adventures by Disney, and Disney Vacation Club. This is a high profile, high-capacity role that interacts directly with senior leadership across the company.
Responsibilities
Provide leadership (performance management, development, and training) to others who lead and professional staff and their teams via oversight and guidance of multiple teams in the areas of groups, weddings, VIP guest services, special services, and media services
Drive business and financial objectives by setting revenue goals for two profit centers: groups, and weddings
Provide strategic direction and coordination of events while offering a one stop shop service model
Develop custom cruise program itineraries for ship charters, weddings, media, and public relations driven events
Implement policies, industry guidelines, business rules, and guest service levels
Establish operating guidelines and collaborate with shoreside and shipboard partners to deliver and execute unique experiences
Measure guest service levels and quickly adapt to the changing consumer and expectations
Influence and negotiate with all internal and external partners, identify and assess risk, and make recommendations to partners
Ensure compliance of legal and government mandates via detailed record management and version control
Audit and review annual tax and legal requirements for the Internal Prizewinner Guest reservations
Skills
Talent for developing and sustaining internal partnerships, and work with variety of teams across the organization to plan and deliver exceptional experiences for Guests
Capability to consistently influence major work efforts of strategic importance
Ability to set priorities, manage multiple projects and adapt department plans to address resource challenges
Ability to work independently, taking initiative in creating solutions for guest service challenges while supporting DCL standards and policies
Business-oriented mindset with an understanding of financial concepts
Ability to balance business and market needs and offer creative solutions in a constrained environment
Demonstrated strong analytical, organizational, and decision-making skills
Manage multiple projects with tight deadlines; communicate effectively with a range of executives, department teams and clients
Ability to perform at an elevated level even when faced with unexpected change; creative problem solver in dealing with difficult or unexpected challenges
Be willing to take risks to ensure creative thinking and the best outcomes possible
Able to work with data, create solutions and deal with ambiguity
Ability to travel based on business needs
Experience Required
Minimum 10+ years of professional experience in group sales, services and/or corporate event management within the travel industry
Minimum 10+ years’ leadership experience with proven ability to identify talent and develop team members
Demonstrated ability to communicate decisions with key stakeholders and clients in a manner that both persuades and ensures understanding
Expertise in Microsoft Office applications; SAP and Seaware experience a plus
Preferred Education
Bachelor’s degree
Master’s degree in business or related discipline, or equivalent work experience
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