Walt Disney Parks and Resorts

Program: Resort Reservations | Inbound Customer Service

Company Overview

Walt Disney Parks and Resorts is one of the most recognized global leaders in travel, entertainment, and hospitality. The brand is built on delivering exceptional guest experiences, attention to detail, and world-class service.

This program supports Walt Disney World (WDW) guests, meaning every interaction must reflect Disney’s high standards of:

• Professionalism
• Courtesy
• Accuracy
• Guest satisfaction

Agents are expected to operate at a premium service level, not standard customer service.

Understanding the Program

This is an inbound reservation and guest support program, focused on:

• Booking and managing Disney resort reservations
• Assisting with vacation packages
• Providing detailed information about Disney offerings
• Delivering a high-touch, concierge-style customer experience

While not labeled as a sales program, agents are expected to:

• Guide customers toward booking decisions
• Recommend packages and enhancements
• Influence guest choices through knowledge and service

Day-to-Day Responsibilities

Agents will:

Handle Reservation Calls

• Book lodging, tickets, dining plans, and packages
• Modify or confirm reservations
• Assist with cancellations or changes

Provide Detailed Guest Support

• Explain pricing, promotions, and availability
• Answer questions about resorts, amenities, and experiences
• Handle special requests (dietary, VIP arrangements, accommodations)

Deliver High-Level Guest Experience

• Maintain Disney-level professionalism
• Handle guest concerns with patience and care
• Create a seamless and memorable interaction

Revenue Overview

Certification

• $7.64/hour ($3.82 per interval)

Production

• $12.00/hour ($6.00 per interval)

Incentives

• +$1.81/hour during certification (after Phase I with 12+ hours/week)
• $100 bonus when meeting servicing requirements and transitioning to Production

Certification Schedule

April 27, 2026 – May 22, 2026

Monday – Friday

6:00 PM – 10:00 PM ET

Structure

• 4 hours instructor-led daily
• ~2 hours self-study daily
• Evening schedule (important for agent availability screening)

Servicing Expectations

• Available 365 days/year
• 7:00 AM – 11:00 PM ET

Peak Days

• Friday, Saturday, Sunday, Monday

Required Commitment

• Minimum 5 hours on weekends (Saturday and/or Sunday)
• ≥90% commitment adherence

Performance Metrics

• Commitment Adherence: ≥ 90%
• Guest Satisfaction: ≥ 88% (Production)
• Quality Assurance (QA): ≥ 90%
• Average Handle Time: ≤ 570 seconds
• Quality Control Issues: ≤ 5 per month

This program is heavily focused on guest experience and quality, not speed alone.

Disqualification Criteria

1. Commitment Adherence Below 90%

Disqualification:

• Historical adherence below 90%

Reason:

Disney requires high reliability and schedule integrity. Low adherence indicates:

• Missed intervals
• Inconsistent availability
• Risk to service levels during peak travel demand

2. Prior Termination for Cause (Any Program)

Disqualification:

• Terminated due to policy violation or breach

Reason:

This is a brand-sensitive program. Disney protects its reputation aggressively.

Prior terminations suggest risk in:

• Following strict procedures
• Maintaining professionalism
• Protecting customer experience

3. Currently Enrolled / Interested in Another Opportunity

Disqualification:

• Active enrollment or interest in another program
• Overlapping certification schedules

Reason:

This program requires:

• Daily evening attendance
• Active participation
• Strong focus during training

Conflicts lead to:

• Missed sessions
• Reduced comprehension
• Higher failure/drop risk

4. Recent Drops or Failures

Disqualification:

• Dropped/failed class within last 60 days
• 3+ drops/fails within 12 months

Reason:

Indicates:

• Attendance issues
• Difficulty completing structured programs
• Risk of not completing certification

Disney programs require consistent, disciplined participation.

5. Prior Disney Program Termination

Disqualification:

• Any termination from a Disney program

Reason:

Disney enforces strict re-entry policies due to:

• System access sensitivity
• Brand protection
• Prior performance or compliance concerns

6. Current Disney Cast Member or Active Disney Program Agent

Disqualification:

• Current Disney employee (cast member)
• Currently servicing another Disney program

Reason:

• System conflicts (access/security overlap)
• Conflict of interest
• Disney restricts simultaneous program access

7. Less Than 30 Days Since Last Disney Program

Disqualification:

• Recently exited a Disney SOW or class (<30 days)

Reason:

• Required cooling-off period
• Prevents rapid re-entry after drop/failure
• Allows system reset and compliance review

8. Travel Agent or Disney Booking Agent

Disqualification:

• Earmarked travel agent
• Travel agent booking Disney vacations

Reason:

• Conflict of interest
• Potential misuse of insider knowledge
• Risk of commission conflict or policy violations

9. Technical Requirement Failures

Disqualification:

• Wireless headset (not allowed)
• No webcam
• Non-compliant system (non-Windows 11 or not in English)
• No hardwired connection

Reason:

This program requires:

• Stable connection for reservation systems
• Clear communication quality
• Secure system access

Technical issues lead to:

• Call disruptions
• Poor guest experience
• QA failures

10. Inability to Meet Weekend Requirement

Disqualification:

• Cannot service 5 hours on weekends

Reason:

Peak booking demand occurs on weekends.

Failure to meet this requirement:

• Reduces coverage during high-volume periods
• Impacts client service levels

11. Unprofessional Work Environment

Disqualification:

• Background noise
• Interruptions
• Non-dedicated workspace

Reason:

Disney expects a premium, polished guest experience.

Poor environments lead to:

• Lower guest satisfaction
• QA deductions
• Brand inconsistency

12. Inability to Meet Communication Standards

Disqualification (Behavioral Risk):

• Poor verbal communication
• Lack of empathy or professionalism
• Difficulty managing guest expectations

Reason:

This is a hospitality-driven program, not transactional support.

Agents must:

• Sound polished and engaging
• Build rapport quickly
• Maintain Disney-level tone and professionalism

Failure impacts:

• Guest Satisfaction scores
• QA metrics
• Retention in program

Ideal Agent Profile

Best suited for agents who:

• Have hospitality, travel, or reservation experience
• Communicate clearly and professionally
• Are detail-oriented and organized
• Can multitask across systems
• Are comfortable working evenings and weekends
• Thrive in structured, high-standard environments

Bottom Line

This is a brand-sensitive, high-expectation customer service program ideal for agents who:

• Deliver premium customer experiences
• Are reliable and schedule-disciplined
• Can represent a globally recognized brand professionally

It is not ideal for agents who:

• Want flexible or low-structure roles
• Struggle with strict performance expectations
• Cannot commit to evenings/weekends
• Lack strong communication skills