Travel Operations Coordinator, The Walt Disney Travel Company

Disney Cruise Line - The Walt Disney Company; Greater London; Hybrid; Confidential; Full time

Job summary

A leading entertainment company is looking for an Operations Coordinator to support its growth by providing operational support and enhancing guest experiences. This role involves managing guest inquiries, resolving issues, and collaborating with teams to deliver exceptional service. Ideal candidates will have strong administrative and communication skills, and experience in the travel industry. The position offers onsite work at the Hammersmith office with flexibility to work from home one day a week and comes with excellent perks including annual leave and private medical insurance.

Benefits

25 days annual leave

Private medical insurance and dental care

Complimentary park entry for family and friends

Discounts on Disney products

Parental and guardian leave

Access to Employee Resource Groups

Qualifications

• Strong administrative experience with excellent attention to detail.
• Experience in travel operations, travel agency or hotel operations.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Provide daily operational support for Sales and Guest Care teams.
• Investigate and resolve guest issues and complaints.
• Generate reports using in-house systems for decision support.

Skills

Strong administrative experience

Communication skills

Ability to manage multiple tasks

Problem-solving skills

Cultural sensitivity

Tools

Travel reservation systems

Job description

About the Role & Team

We’re excited to offer a permanent opportunity to join our skilled team supporting Disney guests travelling to our Parks or on our Cruise ships.

We’re looking for individuals with travel industry operations experience and a passion for creating exceptional guest experiences across our Parks and Cruise Line offerings.

Strong communication skills—both written and verbal—are essential.

As an Operations Coordinator, you’ll support the growth of the Walt Disney Travel Company (WDTC) by providing operational support and contributing to key projects and initiatives.

You’ll primarily work onsite at our Hammersmith office (4 days/week), with flexibility to work from home one day per week.

What You Will Do

• Provide daily operational support for Disney's internal Sales and Guest Care teams.

• Respond promptly and accurately to information requests.

• Investigate and resolve guest issues and complaints in line with internal policies and legal guidelines, collaborating with the Guest Communications team.

• Manage post-reservation, pre-departure, and in-resort issues efficiently.

• Support resolution of payment and credit card issues.

• Triage and manage operations in-boxes for transport-inclusive and hotel/ticket packages.

• Conduct quality control for International bookings, liaising with the Tour Operator Team.

• Coordinate booking amendments, including major schedule changes across flights, trains, and self-drive packages.

• Support credit control to ensure timely payments.

• Monitor hotel refurbishments and ensure guests and internal teams are informed.

• Generate reports using in-house systems to support cross-functional decisions.

• Create training materials for new products and offerings.

• Collaborate with external partners to maintain bookings and resolve issues.

Required Qualifications & Skills

• Strong administrative experience with excellent attention to detail (essential).

• Experience in travel operations, travel agency or hotel operations

• Familiarity with travel reservation systems (preferred).

• Background in the travel industry is essential - any experience with Disney Parks and Resorts is an advantage

• Ability to manage multiple tasks in a fast-paced, high-volume environment.

• Strong verbal and written communication skills.

• Willingness to learn new systems (in-house and third-party).

• Cultural sensitivity and ability to work with international teams and guests.

• Commitment to high levels of guest service.

• Analytical and problem-solving skills.

The Perks

• 25 days annual leave.

• Private medical insurance and dental care.

• Complimentary park entry for you, family, and friends.

• Discounts on Disney products, resort food & beverage, and ticketing.

• Excellent parental and guardian leave.

• Access to Employee Resource Groups: WOMEN @ Disney, Disney DIVERSITY, Disney PRIDE, ENABLED, and TRUST (Mental Health & Wellbeing).

The Walt Disney Company is an Equal Opportunity Employer. We are committed to building a diverse and inclusive team that reflects our audiences and fosters belonging.

We provide reasonable accommodations for individuals with disabilities throughout the application and employment process. Please contact us to request support.