游客服务经理，前厅部当值经理 Guest Service Manager, Duty Manager - Front Office

酒店运营部门的值班经理主要负责酒店的日常运营，同时还需与游客、演职人员和外部供应商合作，确保为游客提供高效便捷的入住、离店体验和入住期间优质的服务。

主要职责

• 作为前线管理人员，及时处理游客对于服务和产品的需求。
• 监督酒店前台管理，包括酒店运营、餐厅、酒吧、宴会厅、健身中心、儿童活动中心、戏水区域、商店区域和湖区等。
• 指导所有当班演职人员，确保服务质量。
• 在日常巡逻中，确保所有服务区域都配备有适当的演职人员及确保各服务区域运营良好；在必要情况下联系相关部门。
• 与贵宾接待协调员保持沟通，处理贵宾接待事宜。
• 处理游客投诉，迅速采取补救措施，并在必要时进行跟进；确保所有事件都被真实记录在值班经理日志中并上报管理层。
• 对紧急情况作出回应；将游客的困扰和不便降到最低程度；确保所有事件都被真实记录在值班经理日志中以便日后查阅。
• 为已锁客房保险箱解锁。
• 对于无人应答的叫早服务，进行人工叫早服务。
• 在酒店大堂及其他各区域为演职人员提供管理指导。
• 依照部门标准和程序，提供技能培训，确保所有对客区域服务水平。
• 确保与其他业务部门建立良好的沟通及合作关系。
• 与其他部门协作并保持紧密联系，解决日常营运遇到的问题。
• 在24小时内处理行政工作，包括回复游客的投诉或需求。
• 与安保进行后勤区的巡逻，报告任何不规范的情况。
• 在高级管理人员不在场时，对于适当的免单、退款和酒店挂账等进行授权。
• 在保安部的协助下处理游客问题。
• 理解酒店管理系统、现场总线控制系统、电子客房门锁系统以及其他相关系统。
• 值班经理必须充分了解在遇到台风、火警、断电等情况时酒店的应急程序；所有突发意外都必须被真实记录在值班经理日志中以便日后查阅。
• 及时处理住店游客在乐园内可能发生的问题，投诉及其他意外情况，确保游客良好的游园体验。
• 负责紧急情况的处理并担任紧急情况下的团队指挥者。
• 执行管理层委托的其他相关工作。

资格要求

• 具有领导和酒店运营经验
• 具有优秀的游客服务水平和技巧
• 具有很强的英语口语和书面沟通能力
• 具有高效处理矛盾的能力
• 具有在团队环境中高效发挥作用的能力
• 具有发展指导演职人员的热情
• 具有优秀的合作及人际交往能力
• 具有优秀的组织能力、同时处理多项任务的能力及时间管理能力，高度重视细节
• 具有优秀的问题处理和决策能力
• 具有优秀的跟进问题的能力
• 具有优秀的人际交往能力
• 注重持续提升自身能力
• 能够适应新的技术和新的工作环境
• 掌握基本的电脑技能，能熟练操作Windows系统
• 能够接受灵活的工作时间，包括周末、节假日的工作安排以及轮班安排
• 申请此岗位需提供至少有6个月有效期的上海市健康证（D类）

The Duty Manager of the Shanghai Disney hotel will be responsible for the daily operations and interact with guests, Cast Members and external service providers on a daily basis to ensure a seamless arrival and departure experience and delivery of superb service.

Key Responsibilities

• Provide a front line management contact for guests with escalated service requirements or items to be addressed.
• Monitor the hotel front-of-house operations including hotel operations, restaurants, bars, banqueting, fitness center, children activity center, water play area, merchandise area, lake area etc.
• Provide guidance for all duty Cast Members in case of any service shortfalls.
• During daily patrol, ensure appropriate cast members and operation in a good show at all service areas; liaise with concerned departments if required.
• Coordinate with VIP Coordinator in order to greet all VIPs.
• Handle dissatisfied guests to resolve complaints, take remedial actions immediately and follow up as necessary. Ensure all incidents are properly logged in the Duty Manager log and reported to the management.
• Respond to all emergency situations such as medical issues, fire alarms, theft case, guest accidents etc. Every effort must be made to minimize the disturbance or cause inconvenience to the hotel guests. Ensure all incidents are properly logged in the Duty Manager log for future reference.
• Release ‘locked’ in-room safes.
• Process manual wake-up calls that have had no response.
• Provide a management presence in the lobby and hotel back and front of house areas for Cast Members.
• Ensure all guest facing area’s service levels are maintained using coaching and training techniques aligned with the department standards and procedures.
• Ensure a smooth co-ordination and communication between the individual sections of hotel operations.
• Liaise and work closely with other LOBs to resolve any operational issues.
• Administrative and correspondence work including responding to guests’ complaints or requests within 24 hours.
• Conduct floor patrols together with the Security Officer to all back-of-house areas. Any irregularities need to be reported.
• Authorize appropriate rebates, paid-outs, charges to house account and house use or complimentary rooms in the absence of a more senior manager.
• Handle undesirable patrons with the support of the Security Department.
• Fully understand the hotel Property Management System, Fieldbus Control System, VisiOnline and other related systems.
• The Duty Manager must be fully aware of all hotel emergency procedures e.g. typhoon, fire alarm, power outage etc. All incidents must be properly logged in the Duty Managers log for future reference.
• Handle in house guest’s issue/complain/emergency case during park visitation; ensure guest a good park experience.
• Take charge during emergency situations and act as the commander of the Emergency Response Team
• Perform any duties assigned by the management deemed necessary.

Required Qualifications

• Proven leadership and operational experience
• Proven guest service experience and skills
• Demonstrated strong English verbal and written communication skills
• Demonstrated ability to deal effectively with conflict
• Proven ability to function effectively in a team environment
• Demonstrated passion for developing other Cast Members
• Proven strong partnering and networking skills
• Demonstrated strong organizing abilities, multi-tasking and time management skills with attention to detail
• Demonstrated problem solving and decision making skills
• Demonstrated follow-through skills
• Demonstrated strong inter-personal skills
• Demonstrated focus on continuous improvement
• Adaptable to new technology and dynamic work environment
• 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
• D * level Shanghai Health Certificate with at least 6 months of validity is required for this role