Lead-Recreation 主管-康乐中心

酒店运营部欢迎你

上海迪士尼度假区酒店运营对高品质服务的要求，赋予这段全新的职业旅程一个超凡的起点。每一天，我们为来到这里乐享神奇的游客提供干净、整洁又梦幻的入住体验。无论你是酒店前台、行李服务、康乐中心、客房服务，或是呼叫中心的演职人员，你都有机会为前来入住的游客创造专属于他们的奇妙时刻。同时，你将收获来自身边的工作伙伴和游客的无限喜爱和积极反馈，收获满满的成就感。

职位介绍：

康乐中心为入住酒店的宾客提供了一个亲子互动的场所。该职位将以积极友好的态度为游客提供服务，与儿童互动，观察戏水区宾客的情况；在传播迪士尼文化的同时，在宾客遇到困难时给予帮助，为游客创造神奇的休闲娱乐体验。

工作内容：

·      保证游客安全，确保客人在度假过程拥有完美的体验。

·      保证游客在度假过程中能尽兴体验度假区的活动安排，包括水上活动。

·      需要在康乐中心活动过程中实行全程监督。

·      该职位要求员工可以适应室内和室外的环境。

·      对紧急事件处理有快速地认知和反应能力。

·      严格遵守康乐中心及公司的政策和规章制度。

·      积极参与常规的服务培训，并具备对一线员工进行培训和指导的能力。

·       以积极、友善、热忱的态度对待和帮助游客及其他演职人员。

·      具备处理复杂情况的能力。

·      具备良好的沟通、组织和规划能力。

·      高度自律，具备强烈的执行力并注重细节。

·      保证泳池和健身房区域的干净整洁，及时清理杂物、毛巾、救生衣等。

·      合理安排一线员工工作，保障各区域全天正常运营。

·      擅长团队建设，具备优秀的内外部及跨部门沟通与影响力。

·       及时上报设施故障、安全隐患、遗失物品，并跟进整改工作。

·      可全天在岗工作，并灵活调整工作优先级。

·      组织能力突出，能够管理和维护大批量库存物资。

·      在各区域协助客流管控

·      为游客提供方位指引、问询解答、乐园信息等相关的帮助

·       确保工作区域的干净和整洁

·      协助其他工作（包括但不限于商品打包，行李搬运等）

·      确保上海迪士尼度假区的整洁并及时清理地面垃圾

·      在其他相关部门处理现金／POS 机相关的工作（* 此仅适用于和现金 / POS 相关的工作岗位）

·      完成上级布置的额外工作

我们希望您：

·      能够接受并执行迪士尼服务基本标准

·      富有活力，有创造力

·      有责任心，成熟可靠，在处理紧急事件时平静且专业 ，可以用乐观的态度处理当前的任务，具有主动性，可以迅速沟通处理各种情况

·      接受不定时工作制，有灵活机变的素质（可以根据运营在不同区域和时间段工作，并能接受偶尔突发的工作时间调整）

·      工作时需要有专业的外表和行为举止

·      能够热情地帮助客人 / 与游客互动 ，积极满足客人的需求

·      充分了解度假区和周边地区的相关信息

·      能够宣传迪士尼的传统和故事

·      关注提高团队凝聚力的承诺和可靠性，支持团队中其他演职人员的工作

·      能够适应在快速变化的环境中工作

·      能够和劳动力管理部门沟通跟进各个员工的排班、出勤的各种情况并予以处理

·      具备监督一线演职人员的绩效表现并及时汇报上级经理的能力

·      需要保证每日的安全检查工作，保证康乐中心各区域的正常运营

·      具有很强的对话沟通以及书写沟通能力（能够积极与客人、团队成员和管理层交流）

·      保持身体耐力和灵活性

·      可以接受与水相关的活动及室内外工作环境。

·      接受长时间的站立和行走 ，经常性的推动和拉动 ，经常性的弯腰、下蹲或跪取物品

·      能够适应在各种天气状况下工作，包括但不限于高温、寒冷、日渐强烈阳光、下雨、刮风等天气。

·      能够在紧急状况下提供简单的急救医疗帮助

·       额外工作包括清洁泳池或健身房周边区域并能拾取和派送毛巾

·      能接受一周七天的灵活工作安排，并且能接受不同的班次，包括凌晨深夜，通宵，周末和节假日

Welcome to the Hotel Operations Team

The high-quality standards of Shanghai Disney Resort Hotel Operations mark the start of a unique career journey. Every day, we provide guests with clean and tidy experiences so that they can enjoy the magic. Whether you are a cast member of Front Desk, Bell Services, Recreation, Housekeeping or Call Center, you will have the opportunity to create magical moments for our guests. Your efforts will receive positive feedback from fellow cast members and guests, giving you a great sense of accomplishment.

Job Summary:

Recreation team provides a place for kids and family members to spend quality time together. You will serve guests with positive, friendly attitude and interact with children, monitor the well-being of all water play users, spreading Disney culture to every corner while creating magical entertainment experiences for all.

What You’ll Do:

·      Ensure guest safety and deliver an impeccable vacation experience for all guests.

·      Enable guests to fully enjoy all resort activities including aquatic programs throughout their stay.

·      Provide full-time on-site supervision for all activities held at the Recreation Center.

·      This role requires the associate to work in both indoor and outdoor environments.

·      Possess sharp awareness and rapid response capabilities to handle emergency incidents.

·      Strictly comply with all policies, rules and regulations of the Recreation Center and the company.

·      Actively participate in regular service training and be capable of training and coaching frontline cast members.

·      Interact with and assist guests and fellow cast members with a positive, friendly and enthusiastic attitude.

·      Be competent in resolving complex situations.

·      Demonstrate strong communication, organization and planning capabilities.

·      Be highly self-disciplined, execute tasks efficiently and pay close attention to details.

·      Maintain cleanliness and tidiness of the pool and gym areas; promptly tidy up debris, towels, life jackets and other items.

·      Rationally allocate work shifts for frontline cast members to ensure full-day smooth operation of all zones.

·      Excel at team building with outstanding communication and influencing skills for internal, external and cross-departmental collaboration.

·      Timely report equipment malfunctions, potential safety hazards and lost items, and follow up on rectification progress.

·       Be on duty throughout the day and flexibly adjust work priorities as needed.

·      Possess exceptional organizational skills to manage and maintain large volumes of inventory supplies.

·      Support passenger flow control across all functional zones.

·      Provide guests with directions, answer inquiries and share resort-related information and support.

·      Keep all work areas clean and well-organized.

·      Assist with ad-hoc tasks including but not limited to merchandise packing and luggage handling.

·      Maintain the cleanliness of Shanghai Disney Resort by picking up ground litter in a timely manner.

·      Process cash and POS machine transactions for other relevant departments (* Only applicable to roles involving cash and POS operations).

·      Complete additional assignments assigned by supervisors.

What To Bring:

·      Embrace and fully implement Disney’s Basic Service Standards.

·      Be energetic and creative.

·      Be responsible, mature and reliable; remain calm and professional during emergencies, maintain an optimistic mindset for all assignments, take initiative and communicate promptly to resolve all kinds of incidents.

·      Accept irregular working hours and stay highly adaptable; work across various zones and time slots based on operational needs, and accept occasional unplanned shift adjustments.

·       Maintain a professional appearance and conduct at all times while on duty.

·      Engage and assist guests enthusiastically, and proactively fulfill guest requests.

·      Possess comprehensive knowledge of the resort and surrounding areas.

·      Promote Disney heritage and storytelling to guests.

·      Be committed and dependable to strengthen team cohesion, and support the work of all other cast members within the team.

·      Adapt well to a fast-paced and constantly changing working environment.

·      Communicate with the Workforce Management team to follow up and resolve all matters related to cast member scheduling and attendance.

·      Monitor the performance of frontline cast members and promptly report performance status to senior managers.

·      Complete daily safety inspections to guarantee the smooth operation of all zones in the Recreation Center.

·      Have excellent verbal and written communication skills to engage positively with guests, team members and management.

·      Maintain sufficient physical stamina and agility.

·      Be comfortable participating in water-related activities and working both indoors and outdoors.

·      Be able to stand and walk for extended periods, frequently push and pull objects, and regularly bend, squat or kneel down to retrieve items.

·      Work under all weather conditions including but not limited to high heat, cold temperatures, intense sunlight, rain and wind.

·      Provide basic first-aid medical assistance during emergencies.

·      Additional responsibilities include cleaning areas surrounding the pool and gym, as well as collecting and distributing towels.

·      Accept flexible work schedules and various shifts including early mornings, late nights, overnight shifts, weekends and public holidays.