Your Responsibilities – How You Will Make a Difference

• Have significant knowledge of Disney Cruise Line dining offerings, business rules, polices and processes and effectively educate and provide feedback to Cast Members.
• Ability to complete Guest seating assignments by system deadlines and seat all Guests in accordance with company policies.  Confirming as many Guest requests as possible in alignment with shipboard operational constraints.

• Act as a primary contact for Guest Service escalations and internal partners to analyze issues, make critical Guest Service Recovery decisions and provide customized solutions based on independent judgement, business policies and Guest satisfaction that is balanced and fair to the Guest and the business.
• Compose and maintain written responses to Guest inquiries and escalations utilizing predefined or free form content, consistent with DCL policies and procedures.
• Deliver extraordinary Guest service to Guests and internal partners with courtesy while adhering to business rules and policies.
• Clearly and concisely make decisions, perform time-sensitive actions and communicate key information to multiple business partners
• Manage diverse tasks with the ability to shift priorities and complete a multitude of tasks in a rapidly ever changing environment
• Leverage multiple computer applications to accurately and efficiently yield manage inventory and pre-seat the rotational dining rooms
• Track and/or report inventory and dining concerns

• Protect Guest security by handling sensitive information with the highest level of integrity
• Adapt quickly to leadership direction and feedback
• Develop and maintain positive working relationships with team members and partners

Basic Qualifications

• Proven proficiency with Microsoft Office applications, primarily Word and Excel
• Demonstrated excellent interpersonal and communication skills, both verbal and written, with the ability to manage conflict and resolution of requests meeting deadline standards
• Ability to partner with multiple business areas; demonstrated ability to handle confidential information
• Demonstrated ability to identify process improvement opportunities
• Availability to work flexible hours which can include nights, weekends and holidays
• Willingness to learn new applications, as necessary.
• Exceptional analytical and problem solving skills with the ability to meet deadlines, handle multiple priorities and perform other job responsibilities in a fast-paced, unpredictable environment
• Ability to work proactively, independently, and as a strategic partner in a team environment
• Robust decision making skills with a meticulous attention to detail
• Ability to perform advanced analytical strategies simultaneously to successfully meet competing goals of Guest satisfaction and business operations

Preferred Qualifications

• Strong knowledge of DCL product, policies and procedures
• Extensive knowledge of Seaware, AffairWhere, SilverWhere and Business Objects
• Two years Inventory yield management and/or dining logistics or equivalent analytical experience

Required Education

• High school diploma or equivalent.

Desired Education

• Bachelor’s degree or equivalent.