Associate Manager, Port Operations

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!

This role involves ensuring a smooth and seamless experience for Guests in collaboration with different ground service providers such as terminals, hotels, airport operations, and transportation. The Guest experience encompasses transfers for Guests and luggage to and from airports, hotels, and ports; meet and greet services at hotel hospitality desks, and cruise check-ins at port terminals. This position will be based in Singapore.

Responsibilities:

• Support the Manager of Port Planning & Operations in providing operational leadership, exceeding Guest expectations, and ensuring smooth terminal operations.
• Supervise third-party vendors, and partners, maintaining Disney standards.
• Oversee embarkation and debarkation procedures, optimizing flow, and coordinating luggage and transportation.
• Manage daily administrative tasks such as responding to verbal and written inquiries, maintaining inboxes and calendars, coordinating travel plans, and supporting expense reports.
• Collaborate with various departments within Disney Cruise Line to ensure a seamless guest experience. Serve as the intermediary between Disney Cruise Line and third-party vendor operations, fostering positive relationships with Ground Services Providers, Transportation Companies, Immigration Officials, Port Authorities, stevedores/porters, Security, partner hotels and Disney Cruise Line Logistics & Purchasing.
• Understand global immigration policies affecting guests on DCL ships.
• Drive continuous improvement initiatives to enhance service quality and efficiency.
• Represent the company in industry events, meetings, and associations.
• Monitor industry best practices, benchmarking to fulfill corporate strategies.
• Lead and manage large-scale media, VIP events, and projects related to embarkation services.
• Partner with Training team for development and implementation of orientation and guidelines.
• Analyze performance data and implement improvements for both internal and external processes.
• Address guest inquiries and challenges related to Disney Cruise Line operations.
• Manage difficult guest situations, balancing service, and regulatory requirements, including boarding denials due to citizenship or health policies.
• Maintain necessary equipment, supplies, reports, resources, and support for Outport locations. Creating Par Levels to ensure the operation has the supplies needed.
• Ensure vendors adhere to budget constraints and service agreements, making necessary decisions during operations to ensure the safety and security of Cast, Crew, and Guests, along with maintaining service levels.

Required Qualifications:

• 4 year college education or professional experience equivalent
• More than five years of cruise line operations or equivalent maritime industry managerial experience.
• Demonstrated strong analytical, organizational, and decision-making skills. 
• Demonstrated strong partnering/work relationship skills. 
• Demonstrated strong problem solving and conflict resolution skills. 
• Demonstrated knowledge and implementation of measurement tools to improve processes 
• Demonstrated strong verbal and written communication skills. 
• Proven ability to be an initiative-taker with minimal supervision and follow-up. 
• Demonstrated ability to implement initiatives that strive to improve third party vendor and Guest experiences. 
• Demonstrated knowledge of Outlook, Microsoft Word, Excel, SharePoint, One Drive, PowerPoint, and Cruise check-in applications 
• Ability to work flexible hours, including nights, weekends, and holidays.
• Ability to lift to 70 lbs. /31.75 Kilograms. 
• Comfortable pushing containers with wheels that could weigh up to 500 lbs./ 226.8 kilograms.
• Disney Cruise Line product knowledge 
• Current holder of an unexpired Passport 
• Must possess knowledge of one or more of the following operations: 
• Airport Operation – meet & greet, Guest and baggage transfers. 
• Hotel operations – check-in/check-out procedures, baggage process, Guest transfers 
• Cruise Terminal Operations – embarkation and debarkation operations, travel documentation.

Desired Qualifications 

• Proven experience in a coordinator or leadership role 
• Demonstrated knowledge of Fidelio and the DCL Cruise Terminal Supervisor and Base roles 
• Disney Cruise Line product knowledge 
• Proficient in multiple languages 
• Other cruise or Travel industry experience 

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.