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Travel Operations Coordinator London, England

Walt Disney World Resort

Full Time London, England 10.56 - 12.04 GBP Today

Job description

Overall Purpose of the Role
Support the growth of the Walt Disney Travel Company (WDTC) International through the provision of general operational support as well as assisting WDTC International team members in the delivery of key projects and business initiatives.

The daily responsibilities will vary based on the priority of the tasks, although the key aspect of role is to assist with day-to-day operations.

The role will involve extensive use of our in-house system and other third party systems.
Areas of Responsibility

Provision of daily operational support for the Disney Central (DC), Sales and Guest Care teams across the WDTC product. Coordinate fast, efficient and accurate responses to information requests
Resolve issues quickly and efficiently, including all post-reservation, pre-departure, and in-resort issuesInvestigate and respond to Guest issues, to resolve in accordance with internal and external guidelines and laws
Support with payment and credit card issues to ensure a timely resolution
Triage and manage the Operations email in-boxes, covering WDTC transport inclusive packages, and WDTC hotel and ticket packages
Carry out quality control of all WDTC International bookings
Administer and dispatch WDTC Guest documentation, including invoices, pre-travel advisory and travel documentation
Work with Guest care team to ensure that WDTC booking amendments, including major schedule changes impacting WDTC transport inclusive packages across flights, train, self-drive are followed through in a timely manner
Maintain and update administrative and operational documentation, as required
Monitor and control WDTC hotel refurbishment processes and ensure all guests/relevant internal teams are informed
Assist with the updating of agent resource tools and other internal systems
Provide ad-hoc cover for the Operations Executive, as required
Pull detailed reporting using in-house systems as required to aid in cross-functional decision and reporting needs
Create briefs and training modules for new WDTC products and offerings
Collaborate with external partners for booking resolution & maintenance
Provide ad-hoc team cover for the Operations Coordinators to support Walt Disney World (WDW) and Disney Cruise Line (DCL) products, as required

Training and Professional Development

Operate with integrity, champion change and be a good ambassador for DDI and the wider Walt Disney Company
Operate as part of an effective and inclusive team by demonstrating an awareness of others; welcoming and valuing unique perspectives and ideas; offering support, sharing knowledge and best practices in order to contribute to overall departmental commitments
Take ownership of your professional development through regular career conversations with your line manager and utilising available resources such as D Learn, instructor-led courses and on the job learning
Proactively suggest ways to improve departmental performance and processes, leveraging technological tools where applicable
Build links with other TWDC functions to develop broader knowledge of the business
Promote and maintain an inclusive workplace, championing diversity and inclusion and make use of available resources to extend knowledge and best practice

Areas of Accountability

Accountable to the Operations Manager
Accountable for relationship engagement, partnership and supporting joint business planning with other roles in the UK office and with cast members in the International Contact Centres
Accountable for providing effective operational support to Disney Central (DC), Sales and Guest Care teams across the portfolio of products
Accountable for coordinating and resolving queries with an appropriate sense of urgency and in a manner befitting the Disney brand
Accountable for contributing to the success of the team through effective collaboration with relevant stakeholders

Experience and Professional Qualifications Required

Strong administrative experience with excellent attention to detail
Travel operations experience, desired
Travel reservations system experience, preferred
Travel Industry, Disney Parks and Resorts experience, preferred

Skills Required

Adept in efficiently managing a range of deliverables and managing own workload
Highly organised with strong attention to detail
Ability to work both independently and as a member of a team
Ability to multi-task in a fast-paced, high volume environment
Proven strong communication (verbal and written), presentation and interpersonal skills
Computer literate (Word, Excel, e-mail and PowerPoint)
Aptitude to learn new systems
Cultural sensitivity
Demonstrates high levels of guest service
Analytical and problem solving skills

Additional Information