Associate Manager, Port Operations
- Singapore
- Permanent
- Full-time
- 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.
- 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.
- 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