Guest Correspondence Internship / Dlr Fall
Walt Disney Parks and Resorts
Anaheim, CAThis was removed by the employer on 3/4/2019 6:57:00 AM PST
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Part Time Unpaid Internship
Job Summary:
We Are….
The Guest Correspondence Team is an organization supporting the Disneyland Resorts responsible for providing internal and external communication in an effort to assist and recover complex Guest situations. Cast Members deliver great Guest service via email, telephone, mail, online chat, and social media. Functions include: post visit Guest Service recovery, Guest Services Billing, and Pre-arrival Special Dietary support. Cast Members may be trained in any or all functions.
Responsibilities:
In this role, you will be responsible for responding to Guest inquiries and feedback received via phone, standard mail and e-mail. The intern will play an integral role in delivering world class guest service, recovering the magic and building brand loyalty one Guest at a time. This role requires that you interact will all levels and departments of the organization. Other responsibilities will include:
• Research and compose responses to Guests' comments pertaining to complex parks and resorts' issues
• Contact Guests by telephone, mail and e-mail to discuss policies, procedures and operations at the Disneyland Resort
• Determine and provide appropriate service recovery based on establishes service guidelines
• Interact with all levels of the organization
• Partner with the Guest Communication Social Media team
• Prioritize daily workload while maintaining appropriate response time
• Participate in and/or lead continuous improvement efforts
Basic Qualifications:
What you bring to the role:
• Minimum 6 months of Disneyland Resort experience
• Excellent written and verbal communication skills, as well as telephone etiquette skills
• Demonstrated computer proficiency within a Windows environment Microsoft Office Suite
• Ability to function in a fast-paced environment and manage multiple priorities under pressure
• Proven strong background in Guest Service Skills
• Demonstrated conflict resolution skills
• Demonstrated problem solving and decision making skills
• Demonstrated ability to develop effective and personalized correspondence requiring minimal editing
Preferred Qualifications:
• Proven strong Disneyland Resort property knowledge
• Demonstrated computer proficiency
• Written and verbal fluency in another language, Spanish preferred
• Experience with MAGIC, GALAXY, ZenDesk, Opera, Cast App or other computer programs used at the Resort
Required Education
Junior, Senior, or Graduate Level student, or someone who graduated within 6 months of their application date, working towards a degree in, or having been awarded a degree in, Business, Communications, Journalism, English, Tourism, Hospitality Management, or similar majors
Additional Information:
Writing sample instructions:
Your writing sample topic will be an email response to a Guest feedback. Feel free to get creative with resolving the Guests concerns, but keep in mind the writing samples should reflect your knowledge of the company and maintaining the Disney Brand. Please see the key points from the Guest email below to assist in drafting your response.
• Guest spent on a 3 day weekend visiting the Disneyland Resort
• Guest stayed on property and experienced challenges during stay with housekeeping and experienced technical issues with the elevators
• Guest visited Disneyland and had a FastPass selection for Fantasmic! Which was cancelled due to inclement weather.
• Guest visited Disney California Adventure and had a FastPass selection for World of Color! Which was cancelled due to technical difficulties
• Guest went to Disney California Adventure and had a poor dining experience at one of the Full Service Restaurants.
• Guest visited Downtown Disney and would like a parking refund.
• Guest is very disappointed and looking for resolution regarding their concerns.
To upload your writing sample:
• Log into your dashboard
• Click the second tab ''Applications''
• Select ''Submitted Applications''
• Click on the title of the position for which you would like to attach the sample
• Click the ''Add Files'' button
• Under what do you want to add, select Other
• Be sure your document is titled in this format: FirstName_LastName_WritingSample_GuestCorrespondence
Internship Eligibility:
• Must be enrolled in an accredited college/university taking at least one class in the semester/quarter (spring/fall) prior to participation in the internship program OR must have graduated from a college/university within 6 months OR currently participating in a Disney College Program or Disney Professional Internship
• Must be at least 18 years of age
• Must not have completed one year of continual employment on a Disney internship or program.
• Must possess unrestricted work authorization
• Must provide full work availability
• Must provide own transportation to/from work
• Current Active Disney cast members must meet Professional Internship transfer guidelines (for Walt Disney World cast members this is no more than four points and one reprimand in the last six months; for Disneyland cast members this is six months of consecutive service and a performance record clear of any disciplinary issues (warnings, suspensions, etc.) for at least six months)
• Program Length: The approximate dates of this internship are June 2019 through January 2020. Interns must be fully available for the duration of the internship.
Recommendation –
Print This Role Description: Strong candidates may be invited to complete a phone interview. We strongly encourage applicants to print a copy of this role description so they can refer to it in the event they are selected for a phone interview. Note that this role description will not be accessible once the posting is closed.
About Disneyland Resort:
When Walt Disney opened Disneyland on July 17, 1955, he said he hoped it would be ''a source of joy and inspiration to all the world.'' Since then, the Disneyland Resort has welcomed more than 800 million guests, expanding to become an approximately 500- acre, multifaceted, world-class family resort destination, complete with two renowned Disney theme parks, three hotels and the exciting shopping, dining and entertainment area known as Downtown Disney District. Through a combination of creativity, technology and innovation, the resort brings storytelling to new heights, and Disneyland Resort cast members play an integral part in bringing that Disney magic to life for thousands of guests every day.
About The Walt Disney Company:
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney's stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
This position is with Walt Disney Parks and Resorts U.S., Inc., which is part of a business segment we call Disneyland Resort.
Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.
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