Guest Service Manager, Hotel Club 游客服务经理，酒店贵宾廊
BENEFITS AND PERKS
Shanghai Disney Resort offers extensive benefits and perks to our cast members.
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SERVICE BONUS & ANNUAL VARIABLE BONUS -
Social Security, Housing Fund and Commercial InsuranceAffordable Health Insurance options, such as medical, dental, and vision coverage, may be available for full time employees.
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Annual leave and full-paid sick leaveVacation and sick leave are available for full time positions. Vacation and personal holidays are accrued based on length of service, position, and hours worked.
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Free Park EntryComplimentary theme park admission for full-time and part-time positions after two weeks of employment
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Disney DiscountsDiscounts are available at select hotels, dining, merchandise and recreation locations.
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Health Check-UpWe offer on-site fitness classes in addition to a variety of health and wellness programs and seminars.
"Here, we create magic every day! Being able to work with the team on new projects and witnessing Guests jumping for joy and regaining their childlike innocence is what gets me the most!"
Laura, Integrated Facility Planning Manager, Facility and Operations Services
Job Summary:
职位介绍：
作为酒店运营部门的贵宾廊游客服务经理，该职位主要负责领导和管理贵宾廊团队，负责每日贵宾廊的日常运营，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：
· 您将领导酒店贵宾廊的日常运营；
· 您将确保整体战略和计划在日常运营中被正确执行；
· 您将用积极专业的态度解决宾客问题；
· 您将领导团队执行超越客户的期望的工作流程，提供持续高质量的客户服务；
· 您将认可常旅客和贵宾在贵宾廊的住宿，与他们互动并根据他们的反馈加强服务；
· 您将发展基层管理者和拥有丰富经验的一线演职人员，并教授知识及技能；
· 您将负责处理游客在所有的运营区域(酒店和公园)所产生的问题和突发状况；
· 您将审计日常运营财务记录并监督流程的执行，预防可能的财务损失；
· 您将与游客、演职人员和外部的服务供应商沟通，使游客获得快捷便利的入住体验；
我们希望您：
· 酒店管理相关证书/大专/本科学历；
· 至少两年前厅运营的相关管理经验；
· 具有在运营中提升对客服务水平的技巧；
· 具有优秀的组织能力和时间管理能力，注重细节；
· 具备优秀的合作、指导和监管能力;
· 具有高效处理矛盾的能力；
· 具有发展指导演职人员的热情；
· 具备良好的预算管控意识，能严谨跟踪日常人力成本与费用执行情况;
· 能够适应新的技术和新的工作环境；
· 具备流利的中英文双语沟通能力;
· 熟练使用微软办公软件（如：Microsoft Excel, Word, PowerPoint, Outlook）；熟练掌握酒店 PMS、门锁和票务系统，VisiOnLine 和 Galaxy 系统优先
· 可以接受灵活的工作时间，包括接受在周末、节假日上班，变化的上班时间；
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 the Hotel Club Guest Service Manager, this role will be responsible for the daily operations of the Club Lounge, including VIP handling, guest flow and guest service at a resort themed 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:
· You will be in charge of the daily operation of the hotel's Club Lounge.
· You will ensure that the overall strategy and plan are correctly implemented in the daily operations.
· You will solve guests' problems with a positive and professional attitude.
· You will lead the team to implement the workflow that exceeds guests' expectations and provide continuous high-quality customer service.
· You will recognize the return guests and VIPs in the lounge, interact with them and enhance the service based on the guest feedback.
· You will develop and transfer knowledge and skills to entry level management leaders and multifunctional Frontline Cast.
· You will be responsible for handling problems and emergencies generated by guests in all operational areas (hotel and park).
· You will audit the daily operation financial records and supervise the execution of the process, preventing possible financial losses.
· You will interact with guests, cast members and partners on a daily basis to ensure a seamless experience and delivery of superb service.
Desired Qualifications:
· College diploma or bachelor’s degree in Hotel Management, together with relevant professional certifications
· Minimum 2 years of managerial experience in Front Office operations
· Proven expertise in elevating guest service standards throughout daily operations
· Excellent organizational and time management skills with meticulous attention to detail
· Strong capabilities in cross-team collaboration, coaching and team supervision
· Highly skilled in efficient conflict resolution
· Genuine passion for developing and mentoring all Cast Members
· Sound financial awareness for budget control; able to closely monitor daily labor costs and expense execution
· Adaptable to new technologies and evolving work environments
· Fluent conversational proficiency in both Mandarin and English
· Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook); well-versed in hotel PMS, keycard lock and ticketing systems. Prior experience with Visionline and Galaxy systems is preferred
· Able to work flexible schedules, including weekends, public holidays and shift rotation as required
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.
About Shanghai Disney Resort:
Shanghai Disney Resort, the first Disney resort in Mainland China, is a place where friends and families can escape together to a whole new world of fantasy, imagination, creativity and adventure. The resort is home to the Shanghai Disneyland theme park; two themed hotels; Disneytown, a large shopping, dining and entertainment district; a Broadway-style theatre; Wishing Star Park and other outdoor recreation areas. Shanghai Disney Resort Cast Members provide world-class service to guests, and the resort brings classic Disney stories and characters to life with authentic cultural touches and themes tailored specifically for the people of China. Shanghai Disney Resort offers something for everyone – thrilling adventures, lush gardens where guests can relax together and enriching interactive experiences.
About The Walt Disney Company:
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
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.
It is the policy of the Company to provide equal opportunity for all employees and candidates for employment without regard to race, religion, color, sex, family status, sexual orientation, national origin, age, marital status, covered veteran status, intellectual or physical disability, pregnancy, nationality/ethnicity, migrant worker status, carrier of infectious diseases status or any other category of persons to the extent provided by law. The “Equal Employment Opportunity” in this policy extends, but is not limited, to recruitment and employment, promotion, demotion, transfer, layoff, termination, rate of pay, and other forms of compensation, education, and training.
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