Guest Service Manager-Hotel Club 游客服务经理，酒店贵宾廊

职位概述：

作为上海迪士尼乐园酒店的游客服务经理，游客体验，该职位主要负责领导和管理大堂大使和神 奇王国贵宾廊的团队，负责每日大堂和神奇王国贵宾廊的运营，包括重要客人的接待，在度假区 酒店的客流和游客服务。每日与游客，演职人员和外部的服务商和合作伙伴的互动交流，保证宾 客下榻酒店和离店时得到无忧体验以及提供出色的服务。 

工作内容：

• 监控酒店大堂和神奇王国贵宾廊，确保日常运营顺利；
• 带领大堂大使和神奇王国贵宾廊团队保持高水准的服务，全方位提升体验；
• 确保使用与部门标准和流程相一致的指导和培训技巧，来维持大堂和神奇王国贵宾廊的服务水平；
• 为所有大堂大使和神奇王国贵宾廊演职人员提供指导，以防出现任何服务瑕疵的情况；
• 负责为值班的大堂大使和神奇王国贵宾廊的演职人员召开每日例会，及时传达相关的贵宾、演职人员或业务信息；
• 在轮班期间在大堂和神奇王国贵宾廊随时待命，欢迎和告别宾客，预测宾客的需求并提供个性化的服务；
• 在大堂和神奇王国贵宾廊排队登记入住或退房处，与宾客交谈。怀抱热情、关怀和同理心倾听宾客的要求，并在必要时带宾客前往特定服务区域以获取更多信息或提供协助；
• 以乐于助人和专业的方式处理所有宾客的询问；
• 能够在维护宾客隐私的同时体现专业形象；
• 在高度紧张的情况下保持冷静，并了解紧急程序；
• 确保所有服务区都有合适的演职人员；必要时与有关部门联络；
• 熟悉酒店房间配置、所有特价和项目；充分了解当日房间的情况；
• 在酒店 PMS 和住宿登记卡中准确更新宾客资料；
• 确保酒店运营各个部门之间的顺利协调, 与其他业务条线联络并密切合作以解决任何运营问题；
• 协助神奇王国贵宾廊经理领导流程和程序的执行，以超越宾客的期望并提供始终如一的高质量宾客服务；
• 在神奇王国贵宾廊的电话互动和面对面互动中为宾客提供模范服务；
• 与贵宾协调员协调，以迎接所有贵宾；
• 认可常旅客和贵宾在神奇王国贵宾廊的住宿，与他们互动并根据他们的反馈加强服务；
• 负责解决神奇王国贵宾廊宾客对酒店、主题公园或迪士尼其他区域体验的问题；
• 履行管理层认为必要的任何职责。

Job Summary:

As the Guest Service Manager, Guest Experience of the Shanghai Disneyland Hotel, this role will lead

and supervise the Lobby Ambassador and Magic Kingdom Club team, be responsible for the daily 

operations of the lobby and Magic Kingdom Club lounge, including VIP handling, people flow and guest 

service at a resort hotel. Interact with Guests, Cast Members, external service providers, and partners 

on a daily basis to ensure a seamless arrival or departure experience and delivery of excellent service.

Key Responsibilities: 

• Monitor hotel lobby and Magic Kingdom Club and ensure smooth daily operation;
• Lead the team of Lobby Ambassador and Magic Kingdom Club to maintain a high standard of service to enhance the experience in all aspects;
• Ensure Lobby and Magic Kingdom Club service levels are maintained using coaching and training techniques aligned with the department standards and procedures;
• Provide guidance for all Lobby Ambassadors and Magic Kingdom Club cast members in case of any service shortfalls;
• Responsible to conduct daily briefing meetings for on duty Lobby Ambassadors and Magic Kingdom Club cast members to communicate relevant guest, cast or business information in a timely manner;
• Be available in the lobby and Magic Kingdom Club during their shift, welcome and farewell guests, anticipate guest needs and provide a personalized guest service;
• Be able to talk to guests should they be waiting in a queue to check in or check out at both lobby and Magic Kingdom Club. Listen to guests requests with warmth, care and empathy and where necessary show guests to particular service areas for more information or action;
• Attend to all guest enquiries with poise in a helpful and professional manner;
• Ability to reflect a professional image while maintaining Guest privacy;
• Must stay calm in highly stressful situations and be knowledgeable of emergency procedures;
• Ensure appropriate cast members at all service areas; liaise with concerned departments if required;
• Be familiar with hotel room configuration, all special rates And programs; be fully aware of the on-day room’s situation;
• Update guest profiles accurately in the hotel PMS and registration cards;
• Ensure a smooth co-ordination between the individual sections of hotel operations; Liaise and work closely with other LOB to resolve any operational issues;
• Assist Magic Kingdom Club manager to lead the execution of processes and procedures to exceed guest expectations and to delivery consistent high quality guest service;
• To provide exemplary service to guests during phone interaction and face-to face interaction at Magic Kingdom Club;
• Coordinate with VIP Coordinator in order to greet all VIPs;
• Recognize return guests and VIP’s stay in the Magic Kingdom Club, engage with them and enhance the service based on their feedback;
• Responsible to resolve Magic Kingdom Club guest concerns regarding concerns about experiences at the hotel, theme parks or other areas on Disney property;
• Perform any duties assigned by the Management deemed necessary.

我们希望您:

• 具有运营的对客经验和对客服务的技巧；
• 具有高效处理矛盾的能力；
• 能在团队环境中高效发挥作用；
• 具有帮助演职人员发展的热情；
• 突出的合作和人际关系技能；
• 优秀的组织能力和时间管理能力，注重细节；
• 杰出的问题处理和做出决策的技能；
• 专业的跟进问题的能力；
• 良好的人际交往能力；
• 显现出注重持续提升服务的能力；
• 能够适应新的技术和新的变化；
• 可以接受灵活的工作时间，包括接受在周末、节假日上班；
• 能支持在在团队中工作的其他演职人员。

Desired Qualifications: 

• Demonstrated operational Guest service experience and Guest service skills;
• Ability to deal effectively with conflict ;
• Proven ability to function effectively in a team environment;
• A passion for developing others;
• Proven strong partnering and networking skills;
• Demonstrated strong organization, multi-tasking and time management skills with attention to detail;
• Outstanding problem solving and decision making skills;
• Adaptable to follow-through skills ;
• Profficient in inter-personal skills;
• Focus on continuous improvement;
• Adaptable to new technology and change;
• Ability to be flexible with work schedule, including weekends, variable shifts, and holidays;
• Support other Cast Members working on your team.

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。

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.