Lead-Housekeeping 主管-客房服务

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：

作为酒店的核心部门之一，客房服务的演职人员主要负责宾���房间的清洁、整理和维护，保证床单、设施和各类物品的及时补给。您的工作会直接影响宾客的入住体验，我们将通过完善的培训和高效的管理平台帮助您为宾客创造富有迪士尼特色的一流酒店服务。

  工作内容：

·      具有良好的沟通和人际交往能力，能够给演职人员和外部合作伙伴提供重要信息，激励演职人员的日常工作

·      对客房区域的工作和清洁的演职人员进行监督和指导，同时注重检查客房区域的安全情况和清洁标准

·      能够检查并指导楼层快乐主人，递送以及其他的演职人员在客房区域的工作，并督察所有的清洁

·      关注演职人员的对客服务水平和安全操作

·      对客房，走廊/楼梯通道，布草间/工作间进行清洁质量检查，对演职人员的工作和服务质量提供反馈

·      帮助管理层处理客人和演职人员的投诉等事务，在需要时为演职人员提供培训

·      能够完成所有班次的客房楼层快乐主人和递送的所有职责

·      确定每日工作的优先等级并完成全部工作

·      报告工程维修，安全隐患，遗失物品并进行督导纠正

·      保证所有的演职人员服装和仪表遵循公司标准

·      对每日工作区域的万能钥匙和通讯设备等公司财产具有监管和督导的责任，并进行抽查

·      必须具有高度的安全防范意识，能预见到潜在不安全因素，随时监督和检查员工工作中可能存在的不安全问题，发现立即处理并报告

·      完成上级布置的额外工作

我们希望您：

·      具有很强的人际关系构建和影响力技能，始终合理分配工作的优先性

·      具有良好的沟通能力和服务意识，积极主动发现客人的需求并及时跟进解决，热衷于与客人互动并为客人解决需求，尤其注重于儿童的需求 

·      能满足客人和演职人员的特殊需求  

·      具有团队协作能力，乐于帮助他人，能够成为积极的工作榜样，并且鼓舞演职人员提供优质的服务

·      能够听从指令并且按要求工作，主动的制定目标，在没有监管的情况下主动完成任务

·      具有协调同部门不同职位间相互合作的能力

·      能够在保证质量的前提下完成重复任务

·      能够指导其他演职人员遵循酒店标准的同时注重细节

·      需要进行步行、弯腰、提举及站立等动作

·      能够接受重复的室内客房作业

·      能适应快速的工作节奏和较大的工作量

·      工作时需要使用化学物品和清洁工具（清洁试剂和设备）

·      您需要取得上岗所需的任职资格证书，且完成并通过所有入职之后的培训及考核（包括但不限于：岗前培训）

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

·      具备标准流利的普通话沟通能力和良好的中文书面表达能力，具备熟练的电脑操作能力

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:

As part of a core hotel department, Housekeeping Host/Hostess will be responsible for overall cleaning and maintenance of guest rooms, and replenishing items such as linens, amenities and various supplies. Your performance will directly influence the guest experience, and you will have the chance to create individualized magical moments for your guests. Housekeeping management and development programs will provide training to deliver world-class Disney hotel service for guests.

What You’ll Do:

·      Possess strong communication and interpersonal skills, capable of delivering key information to Cast Members and external partners, and motivating Cast Members in daily work.

·      Supervise and guide Cast Members engaged in housekeeping operations and cleaning in guest room areas, with close attention to daily safety conditions and hygiene standards of the premises.

·      Inspect and guide the work of Floor Hosts, Delivery Staff and other Cast Members operating in guest room areas, and oversee all cleaning work.

·      Monitor Cast Members’ guest service competency and safe operating practices.

·      Conduct quality inspections on guest rooms, corridors and stairwells, linen rooms and service pantries, and provide timely feedback on Cast Members’ job performance and service quality.

·      Assist the management team in handling complaints from guests and Cast Members, and deliver training to Cast Members as required.

·      Fully undertake all job responsibilities of Floor Host and Delivery roles across all shifts in guest room floors.

·      Prioritize daily tasks reasonably and ensure full completion of all assigned work.

·      Report maintenance issues, potential safety hazards and lost & found items, and conduct follow-up supervision and rectification.

·      Ensure all Cast Members comply with company grooming and uniform standards.

·      Take charge of the supervision and regular spot-checks on company assets in daily work areas, including master keys and communication devices.

·      Maintain a high level of safety awareness, identify potential safety risks proactively, monitor unsafe working behaviors at all times, and take immediate action and report any concerns discovered.

·      Complete additional ad-hoc duties assigned by supervisors.

What To Bring:

·      Demonstrate outstanding relationship-building and influencing skills, with strong ability to prioritize daily work reasonably at all times.

·      Excellent communication skills and service mindset; proactively identify, follow up and resolve guest needs, enjoy interacting with guests and addressing their requests, with particular focus on children’s needs.

Be responsive to special requests from both guests and Cast Members.

·      Strong team player with a helpful mindset; act as a positive role model and inspire fellow Cast Members to deliver high-quality service.

·      Ability to follow instructions and work in compliance with requirements, set proactive work goals, and complete tasks independently with minimal supervision.

·      Capable of coordinating cross-position collaboration within the department.

·      Able to efficiently complete repetitive routine tasks while ensuring high quality standards.

·      Guide and coach other Cast Members to adhere to hotel operational standards with rigorous attention to details.

Physically able to perform frequent walking, bending, lifting and prolonged standing.

·      Tolerate repetitive indoor guest room operational work.

·      Adapt to a fast-paced working environment and high volume of workload.

Competent in handling chemical agents and cleaning tools/equipment during daily operations.

·      Hold valid pre-employment qualification certificates required for the role; complete and pass all post-onboarding training and assessments (including but not limited to pre-job orientation).

·      Available for flexible 7-day rotating schedules and variable shifts, including evenings, weekends and public holidays.

·      Fluent in standard Mandarin with solid Chinese written skills, and proficient in basic computer operation.