Disney Vacation Club (DVC) Coordinator will provide exceptional service to all Members and Guests while extending operational support to site Sales and Marketing Leaders and onsite Teams. Responsibilities will include reporting, collateral and inventory management, and managing sales rotation line-ups. As front-line Cast Members, they are expected to demonstrate the Aulani spirit when greeting and assisting all Guests. Coordinators are instrumental in supporting the onsite Leaders and Teams with Guest & Member recovery, digital membership card assistance, DVC tour schedule, and providing recommendations of resort offerings & amenities. They also assume the lead responsibility when staffing our weekly Member Celebration event. Primary responsibilities for the event include checking in 300-500+ Members in a 30-minute span, setting up and breaking down the check-in area, handing out gifts to each Member’s family, managing the Guide rotation for the grand-villa tour following the show, and opening and closing all Member attendees in our management system. You will work indoors and outdoors in multiple weather conditions, including extreme temperatures and high humidity.

You will report to the Sales Experience Manager.

This is a Full-Time role.

Responsibilities/You Will:

• Demonstrate excellent service skills through in-person, phone, and email conversations when supporting Members and Guests with a range of inquiries and request

• Greet and extend Guest service support when working at the Hōkū Hideaway reception desk and over the phone

• Empowered to creatively provide solution and recovery support for Members, Guests, and Cast Members

• Support the check-in and operational flow of the weekly Member Celebration event for 300-500+ Members

• Know about all resort offerings and amenities to assist with booking dining and activities

• Offer accurate directions for resort and on-island activities with the use of the Aulani app and island map

• Help with a high volume of Member account inquiries, including scheduling Member visits and events

• Provide set-up assistance with Member's mobile cards ranging from low to high levels of technical difficulty

• Maintain show readiness of all site locations, including back-of-house areas

• Manage and assign task delegations to Guide's inbox

• Assist sales and marketing Cast Members with entering interactions into our management system

• Manage the daily sales guide line-up with all interactions for accuracy & tracking purposes

• Open and close all interactions concluded from onsite locations and model rooms

• Ensures that the Guides & DVCAs follow the established company guidelines for accuracy of all interactions

• Produce reports for site managers to analyze marketing activities, sales production, and revenue stream

• Assist site managers with special project works, including events, welcome calls, and team schedules

• Organize the inventory of collateral and office supplies and orders

• Recommend improvements to increase sales performance

• Must stay calm in some stressful situations and be knowledgeable of emergency procedures

• Network with different lines of business to improve performance and work efficiency for our operation

Basic Qualifications/You Have:

• 1+ years of customer service experience, preferably customer-facing

• 1+ years of experience working in an office environment

• Proficiency in creating presentations using PowerPoint and/or Keynote

• Strong verbal and written communication skills across in-person, phone, and email interactions

• Exceptional organizational skills with keen attention to detail

• Ability to collaborate effectively with cross-functional teams to improve Guest experiences

• Strong problem-solving skills with the ability to work independently in the absence of leadership

• Experience handling and safeguarding confidential Personally Identifiable Information (PII)

• Adaptability to switch between tasks or priorities seamlessly in a fast-paced environment

• Ability to build positive relationships and contribute to a team-oriented environment

• Able to lift, carry, and move items that are 10-25 pounds

• Ability to walk and stand for up to 8 hours per day

• Full availability for any shift, seven (7) days per week, including nights, weekends, and holidays

Preferred Qualifications:

• Fluent in spoken and written Japanese

• Proficiency in Excel, including macros, charts, graphs, conditional formatting, and data manipulation

• Experience in graphic design with the ability to create visually appealing materials

• Strong ability to present information and reports in a clear, digestible format for various audiences, including Cast Members and Guests

• Proficiency in email and chat platforms such as Slack or Microsoft Teams, with potential experience in phone support

Education:

• High School diploma or equivalent

Additional Information:

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

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The pay rate for this role in Kapolei, HI is $22.25 to $31.95 per hour. The base pay actually offered may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience, among other factors. Select benefits may be provided as part of the compensation package, such as medical, financial, and/or other benefits, dependent on the level and position offered. To learn more about our benefits visit: https://jobs.disneycareers.com/benefits.