旅游运营助理经理 Travel Operations Associate Manager

职位介绍：
作为旅游运营助理经理，您的主要职责是协助迪士尼预订中心为游客提供服务并推动和增加销售机会，与内部部门保持紧密的合作关系，以执行新产品、预订处理、查询处理、售后服务等工作。协助部门落实公司相关战略和决策，确保预定中心正常运营、有效达成各项服务指标，并通过日常运营数据发现改善机会和最新的游客洞察，指导外包服务销售团队的日常运营以实现公司的要求和目标。

工作内容：

•   您将与外包服务团队相关的销售和运营业务保持密切联系，指导和监督其销售和服务表现，为日常运营管理提供建设性的建议，致力于提高一线团队的销售和服务水平；
•   您需要定期向部门上级和内部合作伙伴提供预订中心的最新情况和预订销售报告，包括每周、每月、每年以及其它临时数据报告；
•   您需要积极参与年度经营计划的制定及季度/月度业务回顾，从服务销售侧提供游客洞察；
•   您需要指导外包预订中心的工作量预测和关注实际人力安排；
•   您需要协助外包预订中心开展有效销售工作，协调内部跨部门沟通（不限于系统、产品）以达成销售指标；
•   您需要协助指导外包预订中心的运营标准和培训内容等方面与全球战略要求保持一致；
•   您需要在外包预订中心内部工作人员/服务供应商、管理团队和相关部门之间进行有效和高效的沟通，并与内外部部门保持良好的工作关系；
•   在使用预订系统应用程序时，作为有关系统的管理人维护最新的系统用户列表并执行适当的日常维护程序，提高预订中心的运营效率。

我们希望您：

•       拥有8年以上酒店/旅游行业管理经验或同等经历；
•       拥有3-5年以上销售运营管理经验，有呼叫中心运营/销售/酒店预订经验者优先；
•       有销售执行、操作系统和流程规划方面的工作知识；
•       较强的组织、人际和沟通能力；
•       动手解决问题的能力；
•       具备项目领导能力；
•       具责任心和自驱力；
•       具有良好的中英文口头和书面沟通能力；
•       熟练使用MS Office和Windows操作系统，熟练使用Excel、PowerPoint、Word等办公软件。

关于上海迪士尼度假区：

作为全球家庭娱乐业的领军企业之一，上海迪士尼度假区为我们的游客带来独具一格的服务和珍藏一生的记忆。加入我们，在这个充满奇幻、想像、创意和探险的全新世界里，为每年数以百万的度假区游客创造欢乐。无论您的迪士尼旅程走向台前还是幕后，您都拥有无限机遇。

* 我们致力于提供平等的就业机会。

* 具体的福利基于职位有所不同，可能根据公司政策进行调整。

* 上海迪士尼度假区不会委托任何人或第三方机构向求职者收取费用。候选人请务必通过度假区官方招聘渠道获取度假区招聘的相关资讯。

Job Summary:

The Travel Operations Associate Manager’s role is to assist the department for driving and communicating new sales opportunities and also providing guest services through Disney Reservation center. Additionally, the position should maintain strong partnerships with internal Line of Business to implement new products, reservation handling, enquiry handling, after sales services, etc. As a Travel Operations Associate Manager, you need to assist on the company’s short and long term strategies implementation to ensure excellent service scores and manages an external outsourced relationship by providing coaching and operational advices in order to achieve company’s and LOB’s requirements and goals.

Key Responsibilities:

•          To maintain close liaison with outsourced reservation center on all related sales and operational matters. To coach and monitor sales and service performance,  and provide constructive recommendations to outsourced reservation center in order to up lift sales and enhance service level.

•          To provide status updates and periodic reservation sales reports to senior management and internal partners. This will include weekly, monthly, yearly and ad-hoc reports.

•          To actively participate into the preparation of Annual Operating Plan and Quarterly/Monthly Business Review, and provide insight of the latest guest preferences from the frontline service and sales perspective.

•          To guide and instruct the engagement (call/chat/email) volume and capacity forecast and workforce planning for Disney Reservation Center (outsourced vendor).

•          To facilitate product sales implementation at DRC and achieve sales KPIs assigned.

•          To align with segment’s global strategies in call center operation and training. To maintain strong working relationships with internal Line of Business.

•          Effectively and efficiently communicate among outsourced vendor, individual cast/agent, executives and relevant Line of Business, maintain good working relationship.

•          To assist the system administrator in using reservation system applications, maintain up-to-date system user list and implement appropriate procedures. To determine new opportunities and enhancements with system processes for increasing operational efficiency and sales conversion rate at DRC.

Desired Qualifications:

•              Minimum of 8 years of experience in a management position in the hospitality/tourism industry or equivalent.

•              Minimum of 3-5 years of Operations sales leadership experience, and experience in call center operation/sales/hotel reservations

•              Working knowledge of sales fulfillment, operational systems, and process planning

•              Strong organizational, interpersonal and communication skills

•              Problem solving ability

•              Proven ability to lead multi-functional projects

•              Be responsible and self-motivated

•              Demonstrated effective verbal and written communication skills in both English and Chinese

•               Proficient in MS Office and Windows with demonstrated ability in using Excel, PowerPoint and Word

About Shanghai Disney Resort:

As one of the worldwide leaders in family entertainment, Shanghai Disney Resort delivers legendary service and a lifetime of memories for our guests. Joining us in a new world of fantasy, imagination, creativity and adventure involves creating happiness for the millions of guests who visit our Resort each year. Whether your career journey here is onstage or backstage, there are almost unlimited opportunities for growth and personal development at Shanghai Disney.

* We are committed to providing equal employment opportunities.

* Specific benefits vary between different roles and may be adjusted according to company policy.

* Shanghai Disney Resort does not charge a fee to submit job applications and has not authorized any individual or company to charge to do so. Please always check our official channels or platforms for the most relevant recruitment information.