Fall Intern - Guest Experience Service

This is a Part Time Unpaid Internship


''We make magic.'' That's our motto at Walt Disney Parks and Resorts. And it permeates everything we do. At Disney, you'll help inspire that magic by enabling our teams to push the limits of entertainment and create the never-before-seen!

We Are….
Guest Experience Services is an organization supporting Walt Disney World Parks and 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:

Be a part of an original team and culture…

In this role, you will research and respond via email & phone to Guests' comments pertaining to complex parks and resorts' issues. You'll make an impact by contacting Guests via telephone, mail and e-mail to discuss policies, procedures and operations at the Walt Disney World Resort. You'll drive results by determining and providing the appropriate service recovery based on established service guidelines receiving real-time feedback from Guests' to ensure a high level of Guest satisfaction. This role requires that you interact with all levels and departments of the organization.

Basic Qualifications:

What You Bring to the Role…
• High-level Guest Service skills including conflict resolution, problem solving and decision making skills.
• Strong partnering, networking and comprehension skills along with oral and written communication
• Demonstrated organizational skills, with an emphasis on attention to detail.
• Proven self-starter who knows when to take the required initiative to enhance productivity.
• Demonstrated ability to work on multiple projects simultaneously.
• Proven ability to work independently, as well as in a team environment.

Preferred Qualifications:

These things are a plus .......
• Proven strong Walt Disney World property knowledge.
• Previous program or experience in Guest Relations, Front Desk, Concierge or Park Operations.
• Demonstrated computer proficiency with Internet and other tools such as Microsoft Office, LILO, ATS, Travel Box, My Disney Experience, CastApp, a la carte, and MAGIC.
• Proficient in Spanish or Portuguese, both written and verbal.

Required Education

Currently earning a college/university degree as a junior or senior (up to 6 months after graduation) in Communication, Sales and Marketing, Hospitality, Public Relations or related field.

Additional Information:

Application process:
• Complete the online application, which verifies your eligibility for the internship.
• This position requires a writing sample in order for you to be considered for the internship.
• 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 one week visiting the Walt Disney World Resort
• Guest stayed on property and experienced challenges during stay with housekeeping and technical issues with their MagicBands
• Guest visited Disney's Hollywood Studios and had a FastPass selection for Fantasmic! which was cancelled due to inclement weather.
• Guest went to Epcot and had a poor dining experience at one of the Full Service Restaurants.
• 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_GuestExpSvcs

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 to 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.

Additional Information:

The positions offered through this posting are all located at the Walt Disney World® Resort located near Orlando, FL. A limited amount of company-sponsored housing may be available on a first-come, first-served basis.

About Walt Disney World Resort:

Since opening in 1971, Walt Disney World Resort has played an important role in many childhood and family memories. Today, hundreds of millions of guests from around the globe visit this magical place to enjoy a Disney vacation. Through a combination of creativity, innovation and technology, the resort immerses guests in classic Disney tales and new kinds of family entertainment. Drawing from a rich heritage of storytelling, Walt Disney World Resort cast members bring Disney magic to life through unmatched attention to detail and superior guest service.

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 Walt Disney World 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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