Coordinate fast, efficient and accurate responses to information requests Investigate and resolve Guest issues and complaints, in accordance with internal and external guidelines and laws, working with the DLP Guest Communications team as required Resolve issues quickly and efficiently, including all post-reservation, pre-departure, and in-resort issues Support with payment and credit card issues to ensure a timely resolution Triage and manage the Operations email in-boxes, covering DLP transport inclusive packages, and DLP hotel and ticket packages Carry out quality control of all DLP WDTC International bookings, liaising with DLP Tour Operator Team Work with Guest care team to ensure that DLP booking amendments, including major schedule changes impacting DLP transport inclusive packages across flights, train, self-drive are followed through in a timely manner Support with credit control across all DLP bookings to ensure bookings are paid in time Maintain and update administrative and operational documentation, as required Monitor and control DLP 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 DLP products and offerings Collaborate with external partners for booking maintenance and issue resolution 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 (TWDC) 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 Supervisor and 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 Accountable for accurately administering and dispatching Guest documentation in a timely manner 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 Flexibility for occasional UK, European or international travel may be required Contribution to ad-hoc projects as the business requires Flexible hours may be required to meet business needs Job Posting Segment: Commercial Strategy Job Posting Primary Business: Disney Destinations Sales Solutions (WDW) Primary Job Posting Category: Sales Support Employment Type: Full time Primary City, State, Region, Postal Code: London, United Kingdom Alternate City, State, Region, Postal Code: Date Posted: 2024-02-08 Learn more about us. Job Posting Title: Travel Operations Coordinator Req ID: 10079105 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.