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Section 1 – DVCR Policies
1.1 – Policies and Procedures
1.1.1 – Adverse Weather Policy and Procedure
1.1.2 – Accessibility for Ontarians with Disabilities (AODA) Customer Service and Employment Standards Policy
1.1.3 – Attendance Policy
1.1.4 – Bereavement Policy and Procedure
1.1.5 – Child Death Leave Policy & Procedure
1.1.6 – Company Benefits
1.1.7 – Conduct and Behaviour Policy & Procedure
1.1.8 – Crime-Related Child Disappearance Leave Policy and Procedure
1.1.9 – Critical Illness Leave Policy and Procedure
1.1.10 – Domestic or Sexual Violence Leave
1.1.11 – Dress Code Policy & Procedure
1.1.12 – Drug and Alcohol Policy and Procedure
1.1.13 – Family Caregiver Leave Policy & Procedure
1.1.14 – Family Medical Leave Policy & Procedure
1.1.15 – Family Responsibility Leave Policy and Procedure
1.1.16 – Hand Washing Policy
1.1.17 – Hours of Work Policy and Procedure
1.1.18 – Organ Donor Leave Policy and Procedure
1.1.19 – Pandemic Emergency Policy and Procedure
1.1.20 – Parental / Adoption Leave Policy and Procedure
1.1.21 – Payment of Wages Policy and Procedure
1.1.22 – Pregnancy Leave Policy & Procedure
1.1.23 – Preventing COVID-19 & Other Viruses in the Workplace Policy
1.1.24 – Progressive Discipline Policy and Procedure
1.1.25 – Public Holiday Policy and Procedure
1.1.26 – Scented Products & Fragrances Policy & Procedure
1.1.27 – Sick Leave (Personal Illness) Policy and Procedure
1.1.28 – Social Media Policy and Procedure
1.1.29 – Vacation Policy
1.1.30 – Visitors Policy and Procedure
1.1.31 – Website Privacy Policy
1.1.32 – Work From Home Policy and Procedure
1.1.33 – Workplace Violence, Harassment, and Sexual Harassment Prevention Policy
1.1.34 – Employee Sponsored Volunteer program (ESV)
1.1.35 – COVID-19 Positive Test While Traveling
1.1.36 – Employee Referral Program
1.1.37 – Electronic Monitoring of Employees Policy
1.1.38 – Disconnecting from Work Policy and Procedure
1.2 – Checklists & Forms & Agreements
1.2.1 – Agreeements
1.2.1.1 – Team Leader Privacy and Confidentiality Agreement
1.2.1.2 – Privacy and Confidentiality Policy and Agreement
1.2.1.3 – Confidentiality and Privacy Policy and Agreement
1.2.1.4 – Work from Home Agreement
1.2.2 – Absence Notification Form
1.2.3 – COVID Prevention Methods explained
1.2.4 – Company Property
1.2.5 – Dog Release Form
1.2.6 – First Aid Box Inspection
1.2.7 – First Aid Log Sheet
1.2.8 – New Hire Check Sheet
1.2.9 – New Hire Policy Review and Training Record
1.2.10 – Notice of Service Disruption
1.2.11 – Policy Review Sign off Sheet
1.2.12 – COVID-19 Screening Tool
1.2.13 – Time Off Request Form
1.2.14 – Violence Incident Report Form
1.2.15 – Workplace Harassment Complaint Form
1.2.16 – Employee Sponsored Volunteer Notification Form
1.3 – Job Description
1.3.1 – One Year Job Opportunity Recruitment Specialist
1.3.2 – Job Description – Senior Resource Vacation Coordinator
1.3.3 – Job Description – Senior Vacation Coordinator
1.3.4 – Job Description – Senior Vacation Coordinator – Cruise Specialist
1.3.5 – Job Description – Senior Vacation Coordinator/Recruitment Specialist
Section 1.3.6 – Job Description – Senior Vacation Coordinator – Social Media
1.3.7 – Job Description – Team Leader / Cruise & Adventures by Disney (ABD) Department
1.3.8 – Job Description – Team Leader/Sr. Mgmt. Admin Support
1.3.9 – Job Description – Team Leader/ Training Department
1.3.10 – Job Description – Team Leader
1.3.11 – Six Month Job Opportunity – Training Facilitator Assistant
1.3.12 – Job Description – Training Department Facilitator
1.3.13 – Job Description – Vacation Coordinator (VC)
1.4 – Performance Management
1.4.1 – Performance Evaluation Annual Review – Senior Vacation Coordinator
1.4.2 – Performance Evaluation Annual Review – Team Leader
1.4.3 – Performance Evaluation Annual Review – Training Facilitator
1.4.4 – Performance Evaluation Annual Review – Vacation Coordinator
1.4.5 – Performance Evaluation Annual Review – Lead Vacation Coordinator
1.4.6 – Competencies by Job
1.4.7 – Probation Period 3 Month Review
1.4.8 – Probation Period 6 Week Review
1.4.9 – Employee Self Evaluation
1.4.10 – Qualifications and Skills for Core Positions
1.4.11 – Qualifications and Skills by Position
1.4.12 – Progress Report – LVC
1.4.13 – Progress Report – Cruise Specialist
1.5 – Binder Index
1.5.1 – Forms
1.5.2 – Human Resource Binder
1.5.3 – Job Descriptions
1.5.4 – Policies & Procedures
1.5.5 – Resources
1.6 – COVID-19 – DVCR’s COVID Vaccination Policy
1.6.1 – Covid-19 or Other Virus Vaccination Policy and Procedure
1.6.2 – Medical Exception Form
1.6.3 – Self-Attestation Form
Section 2 – DVCR Phone Extensions
Section 3 – Misc.
3.1 – DVCR Process
3.2 – The Continued Successors
3.3 – Office Fire Escape Plan
3.4 – Getting to know the DVCR Affiliate Program
3.5 – Captech Email Settings
3.6 – The NEW Admin Error Report
3.7 – FAQ
3.7.1 – Clearing Cache and Cookies
3.7.2 – FAQ – walking a reservation
3.7.3 – FAQ – show up with no reservation
3.7.4 – Grocery Order Form – Aulani
3.7.5 – Office Closed for Holiday
3.7.6 – Room Requests
3.7.7 – Uneasy about booking – Can a DVC Owner Cancel my Ressie?
3.7.8 – Why is there availability through Disney?
Section 4 – Resort Info
4.1 – Walt Disney World Resort Map
4.2 – DVC Resort Short Forms
4.3 – DVC Resort Maximum Occupancy
4.4 – DVC Room Sizes
4.5 – Parking
4.6 – AKV Room Descriptions
Section 5 – Availability Checking
5.1 – How Does a Guest Request Move Through Admin
5.2 – Lost Availability
5.3 – Sending a Disclosure Agreement
5.4 – Alternate Availability Guidelines
Section 6 – Payment First
Section 7 – Refunds
Section 8 – Thinning Awaiting Guest
8.1 – Thinning Awaiting Guest
8.2 – Thinning Awaiting Guest – Payment First Follow-Ups
8.3 – Thinning Awaiting Guest – Disclosure Sent Follow-ups
Section 9 – Unpaid Requests
9.1 – Unpaid Request Outside 12 Months+ 10 days.
Section 10 – No New Points
10.1 – Templates to Respond to Guests who have approved to wait
10.2 – Large Queue Notice
10.3 – Alternate Resort Chosen – Guest Going Back into Queue
10.4 – Templates to respond to guest’s who are confused/have questions
10.4.1 – No New Point Explanation for Guests who are confused
10.4.2 – Guests asking about their Queue position
Section 11 – Adding Owners
11.1 – Adding Owners
11.2 – DVC Owners – Staff Associate List
11.3 – Banking Deadlines
Section 12 – DVC Owners – DO NOT RENT List
Section 13 – Sent to Member
13.1 – Sent to Member – Additional Notes
Section 14 – Payments
14.1 – Payments
14.2 – PayPal Exceptions
Section 15 – Polling
15.1 – Polling
15.2 – 7 Month Future Polling
15.3 – 11 Month Future Polling
15.4 – Queue Polling
15.5 – Polling “International Address Breakdowns”
Section 16 – Confirmed Reservations
16.1 – Confirmed Reservation – Training Notes
16.2 – Confirmed Reservations – Owner Resell
16.3 – Confirmed Reservations – Customer Resell
16.4 – Confirmed Reservations Refunds
16.5 – Confirmed Reservation signup Template for Existing Owners
16.6 – Confirmed Reservations – Listing Jambo or Kidani
Section 17 – DVCR Templates
17.1 – Adds and Changes
17.1.1 – TEMPORARY – AC Information Form – For working Remotely
17.1.2 – Adds and Changes, to be used during heavy wait time
17.1.3 – Guest list – spelling correction
17.1.4 – Guest List Addition
17.1.5 – Guest List Removal
17.1.6 – Guest request for dropping a night- member email
17.1.7 – GUEST – Free Dining Promo Inquiry
17.1.8 – GUEST – Unsure About Owner Having Payment Info
17.1.9 – OWNER – Adding New Dining Plan
17.1.10 – GUEST – Card Declined for Dining Plan
17.1.11 – Room Vicinity Request – Completed
17.1.12 – Room Vicinity Request – Guest
17.1.13 – Room Vicinity Request
17.1.14 – GUEST – General Dining Plan Inquiry
17.1.15 – GUEST – DISNEY Dining Plan Added Successfully from the document
17.1.16 – GUEST – QUICK SERVICE Dining Plan Added Successfully from the document
17.1.17 – GUEST – Credit Card Payment Disclosure
17.2 – Newsletter Templates
17.2.1 – Newsletter Points Sale – Templates to Owners
17.2.3 – Newsletter special – payment first to guests
17.2.4 – Newsletter templates
17.2.5 – No availability for points special
17.2.6 – Special Points Refund
17.2.7 – Specials
17.2.8 – Loyalty Offer Template
17.2.9 – Newsletter Special – Newsletter Disclosure
17.3 – COVID-19
17.3.1 – Generic email for reservations outside of March
17.3.2 – Guest Email – Will only be receiving owners final 30%
17.3.3 – Inquiry to Return Funds-COVID 19 RESORT CLOSURE
17.3.4 – Inquiry to Return Funds-COVID 19
17.3.5 – Members 30% Response
17.3.6 – Offer to Reach out to Cruise Owner
17.3.7 – Offering to reach out to Owner to cancel and refund Updated
17.3.8 – Travel Insurance-Covid-19 Inquiry
17.4 – Disney Cash
17.4.1 – Disney Cash Reservations alternatives template
17.5 – Resell
17.5.1- Customer Resell
17.5.1.1 – Customer Resell – Email to Original Guests – check-in within 48 hours and no interested guests – ressie still active
17.5.1.2 – Customer Resell- Email to Original Guests – Once Rented to New Guests – Notification of Release & Refund
17.5.1.3 – Customer Resell – Email to Original Guests – Terms & Conditions – TLs only
17.5.1.4 – Customer Resell – Email to Original Guests – Terms & Conditions – With Date Change – TLs only
17.5.1.5 – Customer Resell – Email to Original Guests – Terms & Conditions – With Replacement Family – TLs only
17.5.1.6 – Customer Resell – Email to Owner – $1.00 Per Point Modification Bonus
17.5.1.7 – Customer Resell – Email to Owner – check-in within 48 hours and no interested guests – keep ressie intact
17.5.1.8 – Customer Resell- Email to Original Guest – Offered restocking fee but guest never replied
17.5.1.9 – Potential Re-sell- Guest frustrated with re-stocking fee
17.5.1.10 – Potential Re-sell- Owner Inquiry About Restocking Fee
17.5.2 – Confirmed Reservation Listings
17.5.2.1 – Availability Templates
17.5.3 – Owner Resell
17.5.3.1 – Rejection email – Resell – Unable to Verify Reservation
17.5.3.2 – Resell – Email to Owner – Check-in within 48 hours and no interested guests – cancel ressie and suggest to list points
17.5.3.3 – Resell – Email to Owner – inquiry to reduce the price
17.5.3.4 – Resell – Email to Owner – for date change of secured ressie
17.5.3.5 – Resell – Email to Owner – to rent the points rather than the ressie
17.5.3.6 – Resell – Reservation Now Within 7 Months
17.5.4 – RCI Ressies
17.5.4.1 – RCI Reservation Process – Step by Step
17.5.4.2 – RCI Ressie – Booking Complete
17.5.4.3 – RCI Ressie – Completed Reservation Example
17.5.4.4 – RCI Ressie – Details to Dave
17.5.4.5 – RCI Ressie – Guest Certificate
17.5.4.6 – RCI Ressie – Information and Payment First
17.5.4.7 – RCI Ressie – Ready to Proceed
17.5.4.8 – RCI Ressie – Rental Agreement Sample
17.5.5 – Associate Addition Email Template
17.5.6 – Trip Insurance Cancellation Templates
17.6 – Responding to DVC Owners
17.6.1 – Intermediary Agreements
17.6.1.1 – 1 time banking exception – quick expiry points
17.6.1.2 – Intermediary Agreement Notice for 0-7 Owners
17.6.1.3 – Banking Window Approaching
17.6.1.4 – BANKED Premium Points becoming Regular at 7MW
17.6.1.5 – NON BANKED Premium Points dropping to Regular at 7MW
17.6.1.6 – Owner Listing Additional Points
17.6.1.7 – Owner – Why haven’t my points rented
17.6.1.8 – Point rental inquiry and response – offer to accept $13.00 per point
17.6.1.9 – Reason a Membership Number is needed
17.6.2 – Payments and PayPal
17.6.2.1 – eCheck-update to owner when it hasn’t cleared
17.6.2.2 – Guest Paid eCheck
17.6.2.3 – Owner asking for Tax Receipt
17.6.2.4 – PayPal – Address needed
17.6.2.5 – PayPal- Denied – Final Payment
17.6.2.6 – PayPal- Pending- Final Payment
17.6.2.7 – PayPal- Pending- First Payment
17.6.2.8 – Technical Issues with PayPal
17.6.2.9 – Why PayPal is used to pay DVC Owners
17.6.3 – Polling and Reservations
17.6.3.1 – Adding an additional night request to member
17.6.3.2 – Future Polling Template to Owner
17.6.3.3 – Member Ressie Response – Sending Ressie to Member
17.6.3.4 – Point Return Inquiry on a Guest Reservation
17.6.3.5 – Why only regular rate not premium rate as agreed to
17.6.4 – Responding to an Owner Sunshine Comment
17.6.5 – New Owner – How Does Renting Points Work/Our Process
17.7 – Responding to Guests
17.7.1 – Availability
17.7.1.1– Availability – Anything else available for the same dates
17.7.1.2 – BCV – POLY – Queue Templates
17.7.1.3 – Lost Availability – 7 Month Window
17.7.1.4 – Lost Availability – Waiting in Queue
17.7.1.5 – Lost Availability While Booking
17.7.1.6 – Lost Availability While Waiting
17.7.2 – Payment Messages
17.7.2.1 – eCheck Payment
17.7.2.2 – Guest Asked to Cancel before Final Payment – Advise Deposit Will be Absorbed
17.7.2.3 – Payment – Helping Guest Make Payment over Telephone
17.7.3 – Points
17.7.3.1 – 44 Points
17.7.3.1.1 – Refund – less than 44 points
17.7.3.2 – Future Reservations
17.7.3.2.1 – Future Reservation – Admin Statement (Holiday)
17.7.3.2.2 – Future Reservations – Request in queue
17.7.3.3 – No Points
17.7.3.3.1 – Alternate Resort Chosen-Going Back into queue
17.7.3.3.2 – Large Point – Queue position – time frame
17.7.3.3.3 – Large Point Request – How long do you hold onto my form?
17.7.3.3.4 – NNP guests – deposit has expired, but we are now ready to book
17.7.3.3.5 – POLYBCV queue
17.7.3.3.6 – 0-7 – Points in queue
17.7.3.3.7 – NNP – Request in queue
17.7.4 – Reservation – Guest
17.7.4.1 – Adding a Night – Using a New DVC Owner
17.7.4.2 – Adding a Night – Using the Same DVC Owner
17.7.4.3 – Cancelled Reservation-Rebooked Cash
17.7.4.5 – Did Not Request Booking Category – OKW, AKV
17.7.4.6 – Dropping a Night
17.7.4.7 – Magic Band Skins
17.7.4.8 – Reservation Number Changed – New Reservation Number
17.7.4.9 – Secured Reservation – Looking to Cancel or Modify
17.7.5 – Working On It
17.7.5.1 – Working on it – DVC System Down Follow up
17.7.5.2 – Working on it – DVC System is down, delay in processing your request
17.7.5.3 – Working on it – Reached out to DVC Owner – waiting to hear back
17.7.5.4 – Working on it – Server down template
17.7.5.5 – Working on it- No Response From DVC Owner -Polling
17.7.6 – Responding to a Guest Sunshine Comment
Section 18 – Cash Booking
18.1 – Cash Reservations – Admin Record
18.2 – Cash Reservations – Invoice Guide (Room Only)
18.3 – Cash Reservations – Invoice Guide (Package)
Section 19 – DVCR Travel Credit
19.1 – Travel Credit – Staff/Internal FAQs
19.2 – Applying a DVCR Travel Credit to a Cash Booking
19.3 – Applying the Same Travel Credit
19.4 – Sending DVCR Travel Credit Terms & Conditions (creating the TC in the system)
19.5 – Daily Checks to Issue DVCR Travel Credits
19.6 – Travel Credit – Guest FAQ Templates
Section 20 – Insurance/Resells/Mods
20.1 – Travel Insurance Template for guests requiring documentation
20.2 – Travel Insurance Templates for TL’s (Guests requesting formal proof of cancellation)
20.2.1 – Emails to Guest cancelling for Travel Insurance purposes
20.2.2 – Email to DVC Owner to cancel for travel insurance purposes
20.3 – Date Modification (to Guest) – $3.00/pt fee
20.4 – Date Modification (to Owner) – $1.00/pt
20.5 – Customer Re-Sell Regular Process Templates – TLs and LVCs only
20.6 – Step By Step – CX Resells
20.7 – Step By Step – Adhoc, TC and Exclusive’s
Section 21 – Pandemic Templates/Process
21.1 – COVID payment updates
21.2 – Beyond Grace Period new template
21.3 – Grace Period for Grand Californian – TBD
21.4 – Updated Chargeback documents
21.4.1 – Chargebacks while Disney is Closed
21.4.2 – Chargebacks within the grace period
21.4.3 – Chargebacks outside grace period
21.5 – Travel Ban templates for staff and TL’s
21.6 – Date modifications for guests within the Grace Period(s) – $2.00/pt fee
21.7 – Date Modification within Grace Period for DVC booking owner (Owner receives $2.00/pt)
21.8 – Step by Step Walkthrough – Owner Modified the Dates for a COVID Guest
Section 22 – Search Junk Folder
Section 23 – Affiliate Program
23.1 – Affiliate Program – New Affiliate Application – Pending Accounts
23.2 – Affiliate Program – 1st of the month Payouts
23.3 – Affiliate Program – Approval of the Previous Day’s Pending Commissions
Section 24 – Social Media
24.1 – The Intention for Creating DVCR SM Posts
24.2 – SM Hourly Checks – Pinterest, Instagram, Twitter & TikTok
24.3 – Superhero NMIG: A helper for Our Hourly Facebook Checks
Section 25 – Task Outlines
25.1 – Availability Checking
25.2 – Lost Availability
25.3 – Refunds/Voided Payments
25.4 -No New Points (NNP)
25.5 – Adding Members
25.6 – Sent to Member (STM)
25.7 – Regular Polling
25.8 – Premium Polling
25.9 – Polling Assistant
25.10 – Payments
25.11 – Confirmed Reservations
25.12 – Changes to Do/Members Completed
Section 26 – Adds/Changes Processes
26.1 – Guest Requests Dining Plan
26.2 – Owner Collecting Payment
26.3 – Dining Plan Added
26.4 – Guest Requests Phone Call
26.5 – Owner Requests Phone Call
26.6 – Dining Plan Cancelled
26.7 – Verifying Owner Saved Guest List Changes
Section 27 – Chargebacks
Section 28 – Dining Plan Gift Cards
Section 5.1 – How Does a Guest Request Move Through Admin
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Last Updated: Nov 19, 2021
