Travel Operations Coordinator

About The Role & Team

Are you ready to be part of the magic? At Walt Disney Travel Company (WDTC) International, we're looking for a dynamic individual to support our growth and help deliver key projects and business initiatives. As a crucial member of our team, you'll provide operational support and assist in various tasks that keep the magic alive for our guests.

This full-time role is based in our vibrant London office in Hammersmith, with four days a week in the office.

What You'll Do

• Daily Operational Support: Assist Disney Central (DC), Sales, and Guest Care teams across Disneyland Paris (DLP), Walt Disney World (WDW), and Disney Cruise Line (DCL) products. Ensure fast, efficient, and accurate responses to information requests.
• Guest Issue Resolution: Investigate and resolve guest issues and complaints, working closely with the DLP Guest Communications team and Guest Care teams.
• Efficient Problem Solving: Quickly and efficiently resolve post-reservation, pre-departure, and in-resort issues.
• Payment Support: Handle payment and credit card issues to ensure timely resolutions.
• Email Management: Triage and manage the Operations email inboxes, covering all WDTC transport-inclusive packages, and hotel and ticket packages.
• Quality Control: Ensure quality control of all WDTC International bookings, liaising with the Tour Operator Team and US teams.
• Booking Amendments: Work with the Guest Care team to manage booking amendments, including major schedule changes.
• Credit Control: Support credit control across all bookings to ensure timely payments.
• Documentation Maintenance: Maintain and update administrative and operational documentation.
• Hotel Refurbishment Monitoring: Monitor hotel refurbishment processes and keep guests and internal teams informed.
• Agent Resource Tools: Assist with updating agent resource tools and other internal systems.
• Ad-Hoc Support: Provide cover for the Operations Executive and Operations Coordinators as needed.
• Reporting: Pull detailed reports using in-house systems to aid in cross-functional decision-making.
• Training Modules: Create briefs and training modules for new products and offerings.
• External Collaboration: Collaborate with external partners for booking maintenance and issue resolution.

Required Qualifications & Skills

• Strong administrative experience with excellent attention to detail.
• Desired: Travel operations experience.
• Preferred: Experience with travel reservations systems and Disney Parks and Resorts.
• Ability to manage a range of deliverables and workload efficiently.
• Highly organized with strong attention to detail.
• Ability to work independently and as part of a team.
• Ability to multi-task in a fast-paced, high-volume environment.
• Strong communication (verbal and written), presentation, and interpersonal skills.
• Proficiency in Word, Excel, email, and PowerPoint.
• Aptitude for learning new systems.
• Cultural sensitivity.
• High levels of guest service.
• Analytical and problem-solving skills.

The Perks

• 25 days annual leave
• Private medical insurance & dental care
• Free Park Entry: the opportunity to enter any of our parks with your family and friends for free
• Disney Discounts: entitled to discounts on designated Disney products, resort F&B and ticketing
• Excellent parental and guardian leave
• Employee Resource Groups – WOMEN @ Disney, Disney DIVERSITY, Disney PRIDE, our new disability & neurodiversity focused group - ENABLED, and our Mental Health & Wellbeing Group, TRUST.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.