Concierge Standards Manager

The Walt Disney Company•Celebration, FL

About The Position

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. Concierge Standards Manager is responsible for driving the strategic and operational excellence of concierge services and related hospitality support across the fleet. This role ensures delivery, consistency, and continuous enhancement of the concierge experience for the guest, aligning all practices with the broader Disney Cruise Line vision for existing ships. This position provides professional development for fleetwide team of onboard leaders. The role collaborates closely with shipboard and shoreside partners to elevate service culture, strengthen guest satisfaction. Key responsibilities include overseeing the planning and integration of all concierge Managers programs, ensuring financial stewardship through accurate OFE forecasting new-build projects. This includes maintaining strong vendor relationships to secure cost-effective, high-quality equipment, amenities, and service materials that uphold Disney standards. The role is expected to champion operational consistency, training excellence, and an elevated service environment that supports the wellbeing, productivity for fleetwide.

Requirements

3+ years as a manager in a luxury hotel or Restaurant
Minimum 1 year (current or previous) leadership experience managing/leading a guest-facing team within the hospitality industry.
Have strong interpersonal skills, be enthusiastic, and know how to maintain a continuously positive attitude.
Capable of calmly responding to tense and diverse situations
Experience working in five-star environments, particularly in guest-facing Concierge roles, has cultivated a deep appreciation for personalized service and the importance of valuing each guest.
Effective verbal and written communication and organizational skills
Ability to travel up to 25%

Responsibilities

Communicating, and achieving key goals related to Guest satisfaction, and operational excellence across all Concierge touchpoints, and related hospitality environments.
Maintain consistent, collaborative communication with Concierge Managers, Food & Beverage leadership, Hotel Directors, and all shipboard hospitality partners to ensure alignment on service delivery, standards, and strategic priorities.
Serve as a coach, mentor, and trusted adviser to the onboard Concierge leadership teams, fostering professional growth, operational consistency, and a culture of excellence.
Build and sustain strong partnerships across shipboard and shoreside lines of business, promoting teamwork, shared ownership, and seamless execution of fleetwide service initiatives.
Act as a change leader by integrating processes, removing barriers, standardizing best practices, and ensuring service delivery aligns with Disney’s luxury hospitality expectations.
Create an environment of trust and respect where leaders and Crew feel empowered, valued, and able to deliver the highest standards of Guest and Crew service.
Partner with shipboard leaders to ensure flawless Concierge service execution, including arrival experiences, personalized Guest engagement, customized itineraries, dining coordination, and shipwide Guest service support.
Review Concierge standards, operating procedures, LOG updates, and process changes to maintain consistency and brand integrity across the fleet.
Conduct fleetwide service audits, evaluate Guest and Crew feedback, and implement improvements to strengthen the Concierge
Represent Concierge and hospitality interests in environmental, safety, and sustainability initiatives, ensuring compliance with company and regulatory expectations.
Partner with technology teams to champion digital tools and innovations that enhance Concierge efficiency, personalization, and service delivery.
Collaborate with internal partners—including Marketing, Public Affairs, Media Production, and special events teams—to ensure cohesive planning and accurate representation of Concierge offerings in promotional materials, film shoots, media events, and VIP visits.
Serve as a media-trained representative for Concierge operations when required.
Uphold all responsibilities defined within the Safety Management System (SMS) for areas under their authority, ensuring safe operations and regulatory compliance.
Uphold and elevate the Disney Cruise Line luxury experience by setting and maintaining strict service standards rooted in personalization, anticipation, and emotional connectivity.
Collaborate with Culinary, Beverage, Housekeeping, and Technical teams to maintain exceptional suite standards, ensuring all luxury touchpoints exceed guest expectations.
Manage concierge cabana services, ensuring preparation, presentation, and service meet the luxury standards expected for premium island experiences.