Guide Operations Manager, Adventures & ExpeditionsApply NowApply Later Job ID 10062224 Location Celebration, Florida, United States Business Disney Parks, Experiences and Products Date posted Sep. 15, 2023
Adventures by Disney and National Geographic Expeditions offer immersive, guided travel experiences for families, friends, individuals, and couples to explore the world's greatest destinations.
As the Guide Operations Manager, you will perform the following responsibilities for Adventure Guides and/or Private Jet Staff: manage staffing duties, onboard new hires, book flights, submit payroll, expenses for Private Jet Staff, act as a mentor to develop performance and manage appropriately, act as project leader, develop and facilitate standard operating procedure documentation and training sessions.
You will report to the Sr. Manager Operations, Guides, Private Jet Staffing, Trip Services and Brand Integration.
Design and implement Adventure Guides & Private Jet Staff job aids, standard operating procedures, and new hire orientation to ensure procedures are performed accurately
Manage Adventure Guides & Private Jet Staff new hire orientation and events
Lead research and development for a communication platform and documentation repository for Adventure Guides & Private Jet Staff
Partner with Trip Operations Destination Managers and conduct Meet and Greets with candidates for employment as 3rd party contractors
Work with Trip Operations Managers to ensure Adventure Guides & Private Jet Staff standards are being reinforced
Analyze Guest feedback and perform feedback calls with Adventure Guides & Private Jet Staff, as needed
Proactively identify and address emerging issues and mitigate potential impacts
Manage calls after hours when Adventure Guides & Private Jet Staff are looking for guidance about non-trip related questions and initiatives
Lead Adventure Guides & Private Jet Staff on the job training calls
Be a mentor and provide feedback to Adventure Guides & Private Jet Staff to develop performance throughout season
Work with veteran Adventure Guides & Private Jet Staff to ensure they have what they need to properly train new hires on their departures
Book flights, submit payroll and complete expenses for Private Jet Staff on a weekly basis
Assist 3rd Party Staff with Disney Supplier Management Portal and provide payments for services rendered via QuickBase
Audit Adventure Guides & Private Jet Staff in destination, as needed
Be the liaison for Sales, Marketing, and Public Relations events
Provide timely and effective communication plans when partnering with stakeholders
Consult and influence business partners to achieve needs
Support marketing and social media initiatives to ensure expanded social media footprint
Participate in business and department meetings, check-ins and one-on-ones
Minimum of 2 years of staff operations/guest relations experience
Ability to work independently and in a collaborative team environment with little supervision
Ability to meet project deadlines and deliverables
Ability to work through conflict and provide productive feedback, independently
Proficient in PowerPoint, Excel, Word and MAC OS, database platform
Ability to identify issues and problem solve without supervision
Excellent written and verbal communication skills
Accuracy and attention to detail are essential
Wanderlust and the ability to travel with short notice
Knowledge of guided tour and/or private jet industries
Minimum 2 years leadership experience
Technical writing background
Knowledge of SAP and/or QuickBase
Training tool design
Planning, logistics and project management skills
Bachelor's degree or equivalent
About Disney Parks, Experiences and Products:
The Disney Parks, Experiences and Products segment includes Disney’s iconic travel and leisure businesses, which include six resort destinations in the United States, Europe and Asia, a top-rated cruise line, a popular vacation ownership program, and an award-winning guided family adventure business. Disney’s global consumer products operations include the world’s leading licensing business across toys, apparel, home goods, digital games and apps; the world’s largest children’s publisher; Disney store locations around the world; and the shopDisney e-commerce platform.
About The Walt Disney Company:
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: Disney Entertainment, ESPN, Disney Parks, and Experiences and Products. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
This position is with Adventures by Disney ABD, LLC, which is part of a business we call Disney Parks, Experiences and Products.
Adventures by Disney ABD, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.