Lead-Front Desk 主管-酒店前台

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：

您可能会从事以下的岗位之一：

主管，酒店前台 : 上海迪士尼度假区前台主管主要负责酒店前台每班次的运营管理，除了为游客提供物超所值的优质服 务外，还须关注并监督同班次前台快乐主人的服务及工作表现，在他们需要帮助时，及时予以协助；此外，还需关注前 台后线区域工作情况，确保当日可买房型以及预到客人的需求都能够被满足；班次中还需关注演职人员们的出勤及纪律 情况；班次结束时，需负责核查每一位前台快乐主人的当日营收账目，确保收支的准确性。

主管，神奇王国贵宾廊 : 上海迪士尼度假区神奇王国贵宾廊主管主要负责神奇王国贵宾廊每班次的运营管理，除了为游 客提供物超所值的优质服务外，还须关注并监督同班次快乐主人的服务及工作表现，在他们需要帮助时，及时予以协 助；此外，需确保当日可买房型以及预到客人的需求都能够被满足；班次中还需关注演职人员们的出勤及纪律情况；班次结束时，需负责核查每一位快乐主人的当日营收账目，确保收支的准确性；需与餐饮部保持良好沟通，确保入住行政楼层的游客可在神奇王国贵宾廊享受到应有的礼遇与服务。

主管，星辰贵宾廊：上海迪士尼度假区星辰贵宾廊主管主要负责星辰贵宾廊每班次的运营管理，除了为游 客提供物超所值的优质服务外，还须关注并监督同班次快乐主人的服务及工作表现，在他们需要帮助时，及时予以协 助；此外，需确保当日可买房型以及预到客人的需求都能够被满足；班次中还需关注演职人员们的出勤及纪律情况；班次结束时，需负责核查每一位快乐主人的当日营收账目，确保收支的准确性；需与餐饮部保持良好沟通，确保入住行政楼层的游客可在星辰贵宾廊享受到应有的礼遇与服务。

工作内容：

·     于游客办理入住及离店手续时，提供优质的服务，任何时候须与客人保持礼貌友好的沟通。

·      为游客提供正确的信息问询服务，幼儿关怀以及度假区信息咨询，时刻为游客创造神奇时刻。

·      积极向前台快乐主人教授工作技能，注重观察发展一线演职人员，并及时给予指导。

·      时刻遵循并执行公司各项规章制度及服务流程。

·      领导并管理班次运营，包括游客账目处理，预定处理，房型调整管理，以及班次上演职人员的沟通交流。

·      给予游客和演职人员实时的协助与支持，当游客遇到问题时，及时处理，必要时可给予服务补救措施。

·      管理大堂客流，班次演职人员休息用餐，以及班次结束时的账目审核。

·      准确高效的将客人信息录入电脑系统。

·      严格按照酒店财务规章制度，处理每班次客人账目，确保收支准确。

·      与其他部门保持良好沟通，确保客人在酒店的整体入住体验满意。

·      于每班次结束时，核查账目，发现异常及时上报至上一级主管。

·      时刻关注并保持工作区域安全及卫生，保证对客服务所需的物料充足。

·      完成上级布置的额外工作

此外，基于业务的需求和演职人员的资质，演职人员会不定时地支持如下职责：

·      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）

我们希望您：

·     能够适应高速度以及高强度的工作环境

·      能够自信且合理的运用资源，协助游客解决问题，必要时进行适当的服务修复

·      能够接纳不同游客的不同需求，甚至是较为特殊的要求

·      具备良好的团队协作精神，愿意向团队成员提供协助

·      能够保质保量的完成每日重复性工作

·      能够确保文档工作的准确性

·      能够熟练操作电脑并具备现金交易及处理能力

·      工作中需长时间站立

·      能够适应一专多能的工作需求，并于工作中分清轻重缓急，有序完成工作任务

·      具备流利的英文读写及听说能力，能使用英文操作系统，及与使用英语的游客沟通

·      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

·      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

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:

Your responsibilities may include one of the following:

Lead, Front Desk: Lead of Front Desk is responsible for the daily shift operation management, in particular to provide the excellent services to all the guests as the team model, further to supervise and coaching the performance of FD Host/Hostess, the appropriate assistance should be gave when the Cast Member need it, in addition to pay attention on the operation of FO back of house for ensuring the room’s availability is under control as well as the guest preference is met, furthermore the attendance and the principle issues should be focused by Lead, moreover to check the payment and transaction of each FD Host/Hostess upon the shift ending to ensure the accuracy.

Lead, Magic Kingdom Club: Lead of Magic Kingdom Club is responsible for the daily shift operation management, in particular to provide the excellent services to all the guests as the team model, further to supervise and coaching the performance of MKC Host/Hostess, the appropriate assistance should be gave when the Cast Member need it, in addition to pay attention on the operation of FO back of house for ensuring the room’s availability is under control as well as the guest preference is met, furthermore the attendance and the principle issues should be focused by Lead, moreover to check the payment and transaction of each MKC Host/Hostess upon the shift ending to ensure the accuracy, finally to keep smooth communication with F&B to ensure the quality of MKC benefit.

Lead, Celestial Club: Lead of Celestial Club is responsible for the daily shift operation management, in particular to provide the excellent services to all the guests as the team model, further to supervise and coaching the performance of Celestial Club Host/Hostess, the appropriate assistance should be gave when the Cast Member need it, in addition to pay attention on the operation of FO back of house for ensuring the room’s availability is under control as well as the guest preference is met, furthermore the attendance and the principle issues should be focused by Lead, moreover to check the payment and transaction of each Celestial Club Host/Hostess upon the shift ending to ensure the accuracy, finally to keep smooth communication with F&B to ensure the quality of Celestial Club benefit.

What You’ll Do:

·     To provide exemplary service to Guests during check-in and check-out, phone interaction, and face-to-face interaction.

·      Assist Guests/Cast with questions, directions, event schedules, Child care and other information regarding the Hotel/Resort to help create a magical experience for our Guests/Cast.

·      Teach, develop and provide oversight and direction to Front Desk Cast.

·      Adhere to all Company policies and procedures while holding others accountable for the same.

·      Leads operations support, guest accounts and folios, package modification, inventory management and cast communication.

·      Assists Cast and Guests with real-time support, package modifications, service recovery and billing management.

·      Manages guest queues, desk cast schedules, breaks and performs cast and financial audits.

·      Update guest profiles accurately in the hotel PMS and registration information.

·      Perform accurate cashiering duties for departing guests according to the hotel standard & procedures while using and balancing their individual house bank.

·      Work closely with other departments to ensure a seamless service flow for the guests to maximum guest satisfaction.

·      Balancing of the cash float at the end of each shift. Any discrepancy must be immediately reported to the shift supervisor.

·      Maintain the tidiness of the counter and replenishment of stationery and other collateral items whenever necessary.

·      Perform additional duties as directed by leaders

Based on business need and Cast Members’ credentials, below tasks will be assigned from time to time.

·      Support guest flow in general, including in different locations

·      Assist guests with directions, answer questions, provide information and solutions as needed

·      Support cleaning work areas and guest areas

·      Assist logistics and stocking

·      Keep Shanghai Disney Resort clean by picking trash 

·      Handle cash or process POS in other LOBs ( * applicable to cash-handling/POS related jobs only)

What To Bring:

·     Ability to perform in a fast-paced and sometimes stressful working environment

·      Ability to confidently utilize service recovery methods

·      Receptive to special requests

·      Supportive of other Cast Members working on your team

·      Can complete repetitious tasks while maintaining quality

·      Ability to complete paperwork accurately

·      Strong computer and cash handling skills

·      Frequently stands in one position for up to three hours at a time.

·      Multi task and prioritize

·      Fluent English skills to operate the English computer system and communicate with guests who speak English

·      Possess standard and fluent Mandarin communication skills and excellent Chinese written expression abilities

·      Full availability for any dates in a week and any shifts, including nights, weekends and holidays