游客沟通服务团队，游客服务经理 Guest Communications Guest Service Manager

职位介绍：

作为上海迪士尼度假区游客沟通服务团队的游客服务经理，需要处理游客的表扬、建议、咨询和投诉等反馈。需要跟公司各个业务部门进行良好的沟通和合作,以确保我们为游客提供优质的服务体验， 体现迪士尼的品牌价值。此外这个角色还需要需要良好的表达能力，将会通过语言和书面的形式向相关部门及人员正式地展示相关数据，包括使用图表，Excel表格和word文档等。

工作内容：

• 遵守公司的政策和标准，对所有的演职人员一视同仁
• 能够用积极专业的态度解决游客问题，及时跟进处理游客的反馈（投诉/表扬）
• 及时获得各业务条线的反馈，保证提供迅速的回应
• 提供出色的游客服务以保证游客的满意度和品牌忠诚
• 对重要事件进行及时反应，必要时进行跟进并汇报管理层
• 为其他部门和业务线提供分析支持，认可业务表现并找出需要改进的部分
• 熟悉酒店的应急处理流程，例如：了解火警环境下相关的职责及如何处理等
• 确保预定目标和服务质量达到预期规划
• 以身作则，保持成功的日常营运，与本业务部门、其他业务部门、演职人员及供应商之间建立有效沟通并促进积极关系
• 与政府相关部门协调合作，积极主动处理跟进各个消费者服务热线的反馈。
• 帮助部门其他演职人员解答问题、指引方向以及提供其他信息来提升整体度假区体验
• 了解酒店呼叫中心系统，包括电话计费和电话录音系统，熟悉PMS，能够执行简单的故障排除
• 具有一定的呼叫中心的运营知识，并且在需要时可以领导相关演职人员工作

我们希望您：

• 相关专业大专/本科学历
• 具有至少五年相关运营经验
• 具有运营游客服务经验，具备游客服务技巧
• 具有较强的口语和书面沟通能力
• 能够高效地解决矛盾，具有跟进相关问题的能力
• 具有在团队中高效的合作精神
• 具有较强的构建人际关系的能力
• 具有较强的组织规划能力、多任务工作能力，同时能够注重细节
• 具备优秀的合作、指导和监管能力
• 能够熟练使用基本电脑功能及Windows软件
• 能够接受灵活的工作时间，包括节假日和晚班
• 能够熟练使用普通话和英语
• 申请此岗位需提供至少有6个月有效期的上海市健康证（A类）

Job Summary:

The Guest Communications Guest Service Manager at the Shanghai Disney Resort will be responsible for handling guest feedback regarding to compliments, inquires, concerns and complaints.  Partner with other areas throughout the company to ensure we deliver the legendary Guest service that our Guests have come to expect from the Disney brand.  This role will require strong presentation skills in both verbal and written formats including the use of presentation graphics, Excel spreadsheets, and Word documents.

Key Responsibilities:

• Adhere to all Company policies and procedures while holding others accountable for the same
• Resolve Guest concerns in a positive and professional manner, handle all Guest feedback including Guest complaints and compliments timely.
• Communicate feedback to respective line of business in a timely manner to ensure continuous operational improvement.
• Provide appropriate Guest Service Recovery to ensure Guests’ satisfaction and brand loyalty.
• Do proper following up and escalation to higher management level with immediate attention when needs occur.
• Provide analytical support to other department or line of business to recognize performance and address area for improvement.
• Be familiar with hotel emergency procedures i.e. fire, understand the role in the situation.
• Ensuring preset targets & quality standards are met through resource/ capacity planning.
• Model and ensure effective communication and promote positive relationships within and across lines of business, peers, and vendors to achieve a successful day-to-day operation.
• Cooperate with government respective team, proactively handle all guest feedback from different consumer service lines.
• To assist Guests/Cast with questions, directions, and miscellaneous information enhancing their overall experience.                   
• Fully understand resort call center using system including call accounting & voice mail systems and be familiar with the PMS; able to perform basic trouble shooting.
• Well know the operation of call center and lead Cast as required.

Desired Qualifications:

• Diploma / Bachelor in relevant major
• Minimum 5 years relevant working experience
• Demonstrated operational Guest service experience and Guest service skills
• Demonstrated strong verbal and written communication skills
• Demonstrated ability to deal effectively with conflict and follow-through skills
• Proven ability to function effectively in a team environment
• Demonstrated strong inter-personal skills
• Demonstrated strong organization, multi-tasking and time management skills with attention to detail
• Demonstrated strong partnering, coaching and mentoring skills
• Proficient in basic computer functions necessary to operate in a Windows environment
• Ability to be flexible with work schedule, including weekends, variable shifts, and holidays
• Ability to converse in Mandarin & English
• A * level Shanghai Health Certificate with at least 6 months of validity is required for this role