Systems Associate, Disney Cruise Line

Disney Cruise Line is a world-renowned leader in hospitality and entertainment and has been recognized as the top cruise line for families. Every day at Disney Cruise Line we take pride in bringing the magic of Disney to life. We find joy in creating cherished memories and form genuine connections with our guests. We hold each other to the highest degree and always act responsibly while ensuring the safety of fellow cast, crew, and guests. United by our Disney values, we work toward excellence in all we do. As a part of our team, you can work in a diverse and inclusive environment amidst a professional and supportive community.

The Systems Associate for Disney Cruise Line is a key member of the Travel Operations Programs Team, responsible for managing the pre-voyage booking experience for Guests. In this role, you will ensure the accuracy of Entertainment and Hotel Operations inventory on the Guest website and maintain the seamless flow of data to onboard systems across the fleet. Leveraging advanced system permissions, you will perform yield management functions, handle booking exceptions, and make informed inventory adjustments. You will apply knowledge of DCL products, policies, and business rules to analyze reports, complete daily and weekly operational tasks, and meet service level standards. This role requires balancing competing priorities, managing deadlines, and providing dependable support to both shipboard and shoreside operations, all while contributing to an exceptional Guest experience.

The Systems Associate for Disney Cruise Line will report to a Manager, DCL Travel Operations and sits in Celebration, FL.

Responsibilities:

• Serve as a liaison between Shipboard and Shoreside Operations, the Contact Center, and Embarkation Services, facilitating the exchange of information, clarifying requests, and ensuring alignment when addressing escalated issues. Provide support for hotel and entertainment offerings, including rotational dining inventory and Guest table assignments.

• Utilize advanced system permissions and critical thinking skills to optimize rotational dining room seating, meeting system deadlines while ensuring compliance with company policies and operational requirements.

• Review website booking errors prior to voyages, applying in-depth knowledge of Disney Cruise Line offerings, business rules, policies, and processes. Draft and maintain written communications to Guests regarding inquiries and critical issues, ensuring professionalism, policy adherence, and exemplary Guest service.

• Act as the primary contact for internal Guest Service partners, analyzing inventory needs, executing system adjustments with high-level permissions, and delivering customized solutions using independent judgment and business expertise.

• Execute time-sensitive processes, including dining assignments, logistical ordering, and distribution of critical information to business partners, balancing multiple priorities in a fast-paced environment.

• Leverage multiple systems to manage inventory effectively, contributing to an annual revenue potential of $200M.

• Apply technical expertise and sound judgment to analyze issues and resolve problems in straightforward situations.

• Operate with guidance from the Travel Operations Manager while safeguarding Guest security through the careful handling of sensitive information. Demonstrate adaptability to leadership direction, foster collaboration, and maintain positive working relationships with cross-functional partners and team members.

Basic Qualifications:

• 3+ years of experience in a fast-paced customer service, operations, or related environment.

• Proven ability to master complex systems, manage competing priorities, meet strict deadlines, and work independently with minimal supervision.

• Strong critical thinking, problem-solving, and analytical skills with the ability to develop creative solutions that align with company policies and business rules.

• Proficiency in Microsoft Office Suite (Word, Excel) with strong technical aptitude to learn new applications as needed.

• Excellent organizational skills with exceptional attention to detail.

• Strong written and verbal communication skills; adept at conflict resolution and managing sensitive situations.

• Demonstrated ability to collaborate effectively with cross-functional partners and all levels of leadership while maintaining confidentiality.

• Flexible availability, including nights, weekends, and holidays, as required. 

Preferred Qualifications:

• Experience in hospitality, merchandise, food and beverage operations, or comparable industries.

• Background in reservation and dining systems, with the ability to manage complex booking processes.

• Comprehensive knowledge of Disney Cruise Line (DCL) products, policies, and procedures.

• Proficiency with Seaware and Disney reporting systems.

Required Education:

• High School Diploma or equivalent.

Preferred Education:

• Bachelor’s Degree in Hospitality, Business Administration or Business System fields or equivalent work experience.

Additional Information

Benefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities, and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.

About The Walt Disney Company

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, protected veteran status or any other basis prohibited by federal, state or local law. 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.