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

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