运营培训生，游客入园体验 Operations Trainee, Guest Arrival Experience

职位介绍：

游客入园体验团队由度假区交通、停车场运营、主入口运营以及游客服务三个部门组成，涵盖了游客从抵达停车场到进入乐园及其在乐园的体验三个部分。

游客入园体验运营培训生将进行为期12个月的培训以及1对1的导师辅导支持。期间，将深入了解和学习游客入园体验关键业务模块，包含但不限于：掌握基础一线运营岗位知识和操作技能，跟随主管以及游客服务经理了解相关运营和团队管理的职责和工作要求并尝试协助他们进行实际运营管理和会议，获取更多相关管理技能。同时还会跟随区域经理、运营经理接受培训。所涵盖的轮岗职位包括但不限于快乐主人、主管，以及游客服务经理。此外，还需要跟随乐园和迪士尼小镇运营部门的其他业务条线进行跨团队学习，其他业务条线包含景点运营、当值统筹经理及客流管理运营、保洁运营、迪士尼小镇运营。并且也有机会跟随工业工程、运营整合、运营培训、劳动力管理和人力资源等部门合作伙伴学习、熟悉相关业务。运营培训生通过学习并掌握各岗位的工作内容从而在轮岗期间为游客提供高质量的服务，协助解决游客问题，提高游客的整体满意度。

工作内容：

• 依照培训计划，参与并通过各个阶段的在岗培训；
• 参加轮岗实践和跨团队学习，学习并提升解决问题和跨部门协作的能力；
• 学习日常轮班的运营技能，包括闸机口效率、客流队伍安排、演出质量、游客闻讯解答等；
• 与跨业务部门合作，确保特别活动或特殊群体的顺利运营；
• 发掘对演职人员的表彰机会，激励演职人员在效率和礼仪方面的表现；
• 与技术和数字团队合作，协助解决票务或闸机等问题；
• 学习主入口运营劳动力管理安排，发掘提高劳动力效率和演职人员满意度的机会；
• 富有创造力，通过加强和改进日常运营来推动卓越服务；
• 完成上级布置的其他任务。

我们希望您：

• 学士学位：优先考虑商务管理、酒店管理、旅游管理或相关领域的专业；
• 熟练使用各种计算机软件，包括Excel、Word、Power Point等；
• 具备有效沟通的能力，包括中、英文清晰和简洁的口头与书面沟通技巧；
• 能够适应高速度及高强度的工作环境；
• 具备较好的服务意识，细心，能够积极主动地对游客的需求作出反应；
• 愿意独立工作并能在紧急情况下做出明智的决策；
• 具备良好的团队协作精神，愿意向团队成员提供协助；
• 可以接受不同轮班时间和户外工作环境。

Job Summary:

Guest Arrival Experience consists of three teams: Resort Transportation & Parking, Main Entrance Operations and Guest Services. It encompasses three parts of the guest experience: from arrival at the parking lot, entering the park, and their experience within the park.

Operations trainee of Guest Arrival Experience will undergo a 12-month training program along with 1-on-1 mentorship support. During this period, they will deep delve into key business modules of the Guest Arrival Experience, including but not limited to: mastering the knowledge and operational skills of basic frontline operational positions, shadowing Leads and Guest Service Managers to understand related operational and team management duties and job requirements, and attempting to assist them in actual operational management and meetings to gain more relevant management skills. They will also receive training under the guidance of the Guest Flow Operations Area Managers and Operations Managers. Rotation positions covered include but are not limited to Attraction Operations Host/Hostess, Lead, and Guest Services Manager. Trainee- will also need to engage in cross-team learning with other business lines of Park and Disneytown Operations team. These other lines  of business include Guest Arrival Experience, Duty Manager and Guest Flow Operations, Custodial Operations, and Disneytown Operations. Furthermore, they will also have opportunities to work alongside partners from Industrial Engineering, Operations Integration, Operations Training, Workforce Management, and Human Resource to understand and familiarize themselves with relevant operations. Through their training, Operations Trainee will learn and master the content of various positions, enabling them to provide high-quality services to Guests, assist in resolving Guest issues, and enhance overall Guest satisfaction during their rotation.

Key Responsibilities：

• Participate in and complete On-Job-Training at various stages according to the training plan;
• Engage in rotational practices and cross-team learning, enhancing problem-solving and cross-departmental collaboration skills;

• Learn daily rotational operation skills, including turnstile efficiency, queue management, on-stage show quality, and Guest inquiries responses;
• Collaborate with cross-functional teams to ensure smooth operation of special events or special groups;
• Identify opportunities to recognize and appreciate Cast Members, motivating them in terms of Efficiency and Show elements;
• Work with Technology and Digital team to assist in resolving issues related to ticketing or turnstiles;
• Learn labor management arrangements for Main Entrance Operations and identify opportunities to enhance workforce efficiency and Cast Member satisfaction;
• Be creative, promoting excellent service through strengthening and improving daily operations.
• Complete other tasks assigned by Leaders.

Desired Qualifications：

• Bachelor's Degree: Preferences given to majors in Business Management, Hospitality, Tourism Management or related fields;

• Proficient in using various computer software, including Excel, Word, Power Point, etc.;
• Demonstrated ability to communicate effectively, including a proficiency in clear and concise oral and written communication in Mandarin and English;
• Able to adapt to a fast-paced and high-intensity work environment;
• Has a strong service mindset, attentive, and can proactively respond to Guests' needs;
• Willing to work independently and make sound decisions in emergency situations;
• Has a good team spirit and is willing to assist team members;
• Open to working in different shifts and outdoor environments.