Hotels & Resorts Specialist, Disney Cruise Line

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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About Disney Experiences:

Disney Experiences brings the magic of Disney stories and franchises to life through theme parks, resorts, cruise ships, unique vacation experiences, products and more around the world. Disney shines in the travel industry with 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. Plus, Disney’s global consumer products operations include the world’s leading licensing business; the world’s largest children’s publishing brands; one of the world’s largest licensors of games across all platforms; and Disney store locations around the world and on the web.

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 that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. 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 Magical Cruise Company, Limited , which is part of a business we call Disney Experiences .

Magical Cruise Company, Limited is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

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