Host/ Hostess-Resort Call Center 快乐主人-度假区讯息服务中心

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：

度假区讯息服务中心致力于为游客在抵达前及在上海迪士尼度假区期间创造神奇体验。作为团队的一员，您将有机会通过分享信息、解决疑问等方式与游客互动，使他们获得难忘的体验。通过公司一流的培训体系，您还将有机会在度假区的酒店或公司其他部门成长并获得更多的职业发展机会。

工作内容：

·      作为主题乐园和酒店的热线中心，负责上海迪士尼度假区运营团队与迪士尼预订中心之间的沟通

·      解答关于路线指引、活动安排、运营时间等的相关疑问

·      处理游客需要清理房间、维护房间以及失物招领等相关服务的要求

·      提供日常运营相关的服务，包括叫早电话、游客意见处理以及紧急电话等

·      信息处理及数据分析

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：

·      能适应快速的工作节奏

·      具有一定的抗压能力，能够应对紧急情况及同时处理多种事情能够熟记大量的工作相关信息

·      能够连续接听度假区内外部电话，并与相关部门及时沟通处理游客的需求

·      具有解决游客困难及冲突的能力

·      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

·      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

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:

Our Resort Call Center team creates magic for our guests before they arrive for their Shanghai Disney Resort vacation and during their stay. As a Host/Hostess, you will have the chance to heavily interact with our guests by sharing information and resolving challenging situations. With training from a world-class hospitality company, you will be able to grow, and potentially have future opportunities within our Hotel department or in new areas of interest.

What You’ll Do:

·      As a hotline for the theme park and hotels, Resort Call Center Host/Hostess is responsible for the communication between Shanghai Disney Resort Operations teams and the Disney Reservation Center

·      Provide resort information including directions, activity schedules, and operation hours

·      Handle guest room cleaning, maintenance and other needs like Lost & Found

·      Provide services for daily operations including wakeup calls and fielding guest comments, concerns and emergencies

·      Information handling and data analysis

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 work in a very fast-paced environment

·       Be able to handle stressful situations and be able to perform multiple tasks at one time

·      Willing to recite large amounts of information

·      Can answer resort internal/ external calls continuously and communicate with other departments to fulfill guest requests

·      Can resolve guest situations and challenges

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

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