Disney Resorts Reservations (Walt Disney World)
Agents handle inbound calls from guests or cast members to:
- Book lodging, dining, tickets, air, and packages
- Provide general resort and vacation information
- Deliver high-quality guest service
Class & Certification Details
Phase I (Instructor-led + Self-study):
November 12 – December 12, 2025
Class Times (Mon–Fri):
- 9:00 a.m. – 1:00 p.m. ET
- 6:00 p.m. – 10:00 p.m. ET
No class on Nov 27, 28, or Dec 1
Attendance: 100% highly encouraged
Missed first day: Immediate drop (no refund of $50 deposit)
Compensation
- Certification Service Revenue: $7.64/hr ($3.82 per interval)
- Production Service Revenue: $12.00/hr ($6.00 per interval)
- Incentive:
- +$1.81/hr for 12+ hrs/week during Certification SOW
- +$100 bonus when accepting first Production SOW after Certification
Servicing Requirements
- Intervals available: 7:00 a.m. – 11:00 p.m. ET, 365 days/year
- Weekend Requirement: At least 5 hours (10 intervals) on Saturday/Sunday (or split)
- Minimum weekly hours during Certification: 10 hrs (20 intervals)
System & Equipment
- Windows 11 (fully updated, English only)
- Hardwired USB VoIP headset (no wireless)
- Smartphone or tablet for security token
- Quiet, professional workspace
System check required before class entry.
Background & ID Verification
- Background check (via Experian, lift any credit freeze for 10 days)
- Photo ID verification + daily facial authentication
- Must use same PC for PC scan and class
Performance Metrics
| Commitment Adherence | ≥ 90% | ≥ 90% |
| Guest Satisfaction | ≥ 85% | ≥ 88% |
| Avg. Handle Time | ≤ 660 sec | ≤ 570 sec |
| Quality Assurance | ≥ 90% | ≥ 90% |
| Quality Control | ≤ 5 per month | ≤ 5 per month |
Disqualification Criteria
Cannot participate if:
- Enrolled or failed/dropped another class within 60 days
- 3 drops/fails in 12 months
- Servicing or enrolled in another Disney program
- Disney Cast Member or Travel Agent
- Terminated from Disney program
- Class overlap with another certification
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