What are the responsibilities and job description for the Hotels & Resorts Specialist, Disney Cruise Line position at Disney Experiences?
About the Role & Team
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.
As a Hotels & Resorts Specialist, you will assume responsibility for providing Hotel accommodations to all Disney Cruise Line Guests who choose to extend their cruise vacation as well as Crew Members starting and ending Crew Contracts. This includes communicating with Guests, Travel Agents and Resort / Hotels by inbound / outbound telephone calls, and written communication. Maintain collaborative relationships with internal partners and external vendors. You will have multiple opportunities to showcase sales, service, and analytical skills. You will cultivate a strong relationship with both domestic and international partners to ensure Guests receive exceptional guest service.
You will report to the Hotels & Resorts Manager.
This is a Full-Time role.
What You Will Do
Handle Hotel emails and calls for Guests, travel agents, and global external partners in a timely manner
Compile and distribute Crew and Guest Hotel manifests and monitor for changes
Manage hotel waitlist, inventory, and price management
Provide personalized Guest experience including ADA Room Requests, Upgrade Room Requests, and Special Requests
Manage urgent medical and last-minute requests for Crew Members
Partner and communicate with internal teams including but not limited to Crew Travel, Shoreside Guest Services, Groups, Marketing & Media, VIP and Concierge
Maintain policies as shared in individual Hotel contracts
Required Qualifications & Skills
A minimum of 2 years of experience in an office or back-office environment, or a similar role (e.g., hotel rooms management, inventory management, or related fields)
Demonstrated knowledge of Cruise & Air industry
Knowledge of Domestic and International travel
Proficiency with Microsoft Office applications such as Word, Excel, PowerPoint
Experience meeting deadlines, handling multiple priorities, and performing job responsibilities in a fast-paced environment with minimal supervision
Strong organizational skills and high attention to detail with excellent follow-up
Advanced analytical, problem solving and ability to present information to support decision-making
Strong writing skills and the ability to communicate effectively, adjusting style and content based on the intended audience
Reputable service orientation, partnering, and influencing skills
Experience identifying process improvement opportunities
Full availability to work flexible hours which can include nights, weekends, and holidays
Willingness to learn new processes and software applications
Experience managing conflict / resolution, asking the right questions, and looking for creative solutions
Ability to handle confidential information with impeccable integrity
Preferred Qualifications
Knowledge of Disney Cruise Line and Walt Disney World Resort
Knowledge of SeaWare Main / Touch and Knowledge / Business Objects.
Experience with Amadeus, DREAMS, HERO, Guest Service Suite, My Disney Experience / My Magic , Workflow, Confluence
Demonstrate experience in Front Desk, Hotel Operations and Guest Services
Education
High school diploma or equivalent
Bachelor's degree or equivalent preferred
Additional Information
Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities, and special extras that only Disney can provide. Learn more about our benefits and perks at https : / / jobs.disneycareers.com / benefits .
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