What are the responsibilities and job description for the Vacation Planning Sales & Service Manager, Adventures by Disney position at Adventures by Disney?
Every day 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.
As a Vacation Planning Sales and Service Manager, you will manage a diverse team of Cast Members and ensure pre-determined performance expectations are met or exceeded. You will provide Cast Members with ongoing support, feedback, coaching, and development. You will leverage available resources and maintain significant knowledge of policies and multiple systems. You will make decisions, perform time-sensitive actions, and communicate key information to multiple business partners daily.
You will report to the Senior Manager, AbD/NGE Sales, Service, and Back Office Operations.
Responsibilities :
Basic Qualifications :
Preferred Qualifications:
Required Education :
Bachelors degree or equivalent work experience
As a Vacation Planning Sales and Service Manager, you will manage a diverse team of Cast Members and ensure pre-determined performance expectations are met or exceeded. You will provide Cast Members with ongoing support, feedback, coaching, and development. You will leverage available resources and maintain significant knowledge of policies and multiple systems. You will make decisions, perform time-sensitive actions, and communicate key information to multiple business partners daily.
You will report to the Senior Manager, AbD/NGE Sales, Service, and Back Office Operations.
Responsibilities :
- Monitor Cast Members' ongoing performance, identify performance gaps, determine appropriate solutions, and provide constructive feedback and coaching
- Research and analyze key metrics to understand trends to help maximize business efficiencies and results
- Provide clear, concise and consistent communication on the business' direction and act as an advocate to champion change
- Make strategic decisions, perform time-sensitive actions, and partner with key support areas to ensure the Cast, Guest, and Business are considered in all decisions made
- Drive results ensuring pre-determined performance expectations are met or exceeded
- Develop and maintain positive working relationships with team members, partners, and support teams
- Be a Manager-on-Duty
- Leverage multiple software applications to research, support, and manage a team
- Protect Guest security by handling sensitive Guest information with the highest level of integrity
- Support local projects and monitor any potential impacts to the Guest and Cast experiences
Basic Qualifications :
- Ability to provide coaching and feedback to Cast Members, including monitoring performance, analyzing gaps and identifying solutions
- Ability to research and analyze key metrics to maximize business efficiencies
- Retain a significant level of knowledge of Adventures by Disney products and policies
- Process-centric thinking and identification of process improvement opportunities
- Recognize and solve escalated situations, ensuring best possible outcome for all within financial guidelines
- Lead a large team of diverse Cast Members
- Work in multiple software applications simultaneously
- Full availability, including evenings, weekends, variable shifts and holidays
Preferred Qualifications:
- Prior Disney or contact center leadership experience
- Working knowledge of travel industry and the Adventures by Disney Product
- Bilingual, Multilingual
Required Education :
Bachelors degree or equivalent work experience
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