Guest Service Manager, Housekeeping 游客服务经理，客房服务

职位介绍：

作为酒店运营部门的客房服务游客服务经理，该职位将负责领导酒店的客房服务、布草、总仓、客房服务支持、失物招领及公共区域运营团队，以使演职人员表现杰出并呈现出众整洁的客房和公共区域。此职位的管理者需要与来自不同文化、语言、背景和风格客人沟通交流，与内部团队及外部服务供应商或运营参与方合作，确保为客人提供出众的房间和公共区域体验。

工作内容：

·      您将操作复杂的物品管理系统以及其他跨部门的客户服务系统；

·      您将负责确保每日班前会和总结会顺利进行，及时与相关游客、演职人员或就业务信息进行沟通

·      您将建立一支注重相互鼓励、相互帮助、相互学习的多元化演职人员团队

·      您将负责解答游客的问题

·      您将赋予根据游客的要求，客房状况和其他特殊情形做出日常运营决定的权力

·      您将观察日常工作情况，保证演职人员符合安全标准，寻找持续提升服务标准的机会

·      您将监督日常财务运营状况包括演职人员绩效情况、花费计划和内部监管

·      您将执行相应的流程满足游客的期望并且提供高水平的服务

·      您将在特定的工作区域巡视，与游客、演职人员和合作伙伴进行交流沟通，提供快捷便利的入住体验与顶级的服务

·      您将对公共区域的运营具有深刻的理解并且根据运营安排演职人员工作

·      您将能够帮助协调、发展和监督公共区域的清洁安排和具体运营

·      您将保证所有的对客区域和演职人员工作区域符合迪士尼标准

·      您将实时通过Opera系统及时了解客房房态，重要客人的入住情况以及房间停用（不可售卖）的情况

我们希望您：

·      具有高中及高中以上学历

·      具有管理和运营经验

·      具有对客服务经验和相应的服务技巧

·      显现出优秀的书写、口头交流和演讲技能

·      具有高效处理问题和化解矛盾的能力

·      具有监督、管理和发展演职人员的能力

·      具有很强的合作和构建人际关系网络的能力

·      具有在团队环境下高效工作的能力

·      具有帮助他人发展的热情

·      具有很强的组织、多任务管理能力，同时关注细节

·      具有解决问题和做出正确决定的能力

·      具有跟进相应任务的能力

·      拥有很强的人际交往能力

·      能够注重对工作的持续改进和提升

·      能够适应新的技术和变化

·      具有熟练操作基本的计算机程序和在windows环境下开展工作的能力

·      能够接受灵活的工作时间包括在节假日工作和接受不同时间的班表

·      能够用中英文会话

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、想象、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:

As a Guest Service Manager of Housekeeping, this position will be responsible for leading the hotel's Guest Floor, Linen Room, General Store, Base Support, lost and found, and Public Area teams. The goal is to ensure exceptional performance from Cast Members, deliver immaculate guest rooms, and maintain outstanding public areas. The manager in this role must effectively communicate with guests from diverse cultures, languages, backgrounds, and preferences, while collaborating with internal teams and external venders or operational stakeholders to guarantee a superior guest experience in both guest rooms and public areas.

Key Responsibilities:

·      Operate complex inventory management systems and other cross-departmental guest service platforms.

·      Facilitate daily morning briefings and Summary meeting, ensuring timely communication of operational update information to guests and Cast Members.

·      Build a team with prioritizes mutual support, encouragement, and continuous learning diverse Cast Member.

·      Be responsible for answering Guests' questions.

·      Empower decision-making authority to adjust daily operations based on guest requests, room availability, and special circumstances.

·      Observe daily work situations, ensure Cast Members meet safety standards, and identify opportunities to continuously improve service standards.

·      Oversee financial operations, including Cast Member performance tracking, budgetary plans, and internal compliance checks.

·      Implement appropriate processes to meet guest expectations and provide a high level of service.

·      Conduct regular walk-throughs in designated areas, interact with guests, Cast Members, and partners to providing fast and convenient check-in experience and top-notch service.

·      Master Public Area operations and allocate Cast Member duties according to operational needs.

·      Coordinate and supervise cleaning schedules and operational workflows for public areas.

·      Maintain all areas in Hotel meet Disney Standards.

·      Monitor real-time room status updates via Opera PMS, including VIP arrivals and room inventory management.

 Desired Qualifications:

·      High school education or above

·      Have Management and Operational experience

·      Have Customer service experience and corresponding service skills

·      Demonstrated excellent writing, oral communication and presentation skills

·      Ability to effectively handle problems and resolve conflicts

·      Ability to supervise, manage and develop cast members

·      Strong ability to collaborate and build interpersonal networks

·      Ability to work effectively in a team environment

·      Passion to help others develop

·      Strong organizational and multi-tasking management skills while paying attention to details

·      Ability to solve problems and make correct decisions

·      Ability to follow up on corresponding tasks

·      Strong interpersonal skills

·      Ability to focus on continuous improvement and enhancement of work

·      Ability to adapt to new technologies and changes

·      Proficiency in basic computer programs and the ability to work in a Windows environment

·      Ability to accept flexible work hours including working on holidays and accepting different shifts

·      Ability to speak Chinese and English

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.