行李及礼宾服务经理Bell Service and Concierge Manager

职位介绍：

作为酒店运营部门的行李部经理，该职位的主要职责为领导行李部的基层管理团队，包括行李服务、行李派送、欢迎中心、礼宾柜台及接待员的领班，帮助他们培训优秀的演职人员，以为度假区酒店的宾客提供高质量的体验。同时，行李部经理还要与度假区内部团队和外部服务供应商合作，确保服务质量达到并超越宾客的期望。

工作内容：

• 能够用积极专业的态度解决宾客问题
• 负责制定运营业务决策并能在恰当的时候授权部门演职人员和领班
• 解决问题，开拓新机遇，不断提高（服务、产品、设施、系统等）
• 发展基层管理者和拥有多种技能的一线演职人员，传授其知识及技能
• 领导团队执行超越宾客期望的工作流程，提供持续高质量的宾客服务
• 确保及时达到计划指标，遵守相关法律法规
• 负责主持每日班前例会和每日会议，及时传达有关宾客、演职人员及营运的信息
• 以身作则，保持成功的日常营运，与本业务部门、其他业务部门、演职人员及供应商之间建立有效沟通并促进积极关系
• 实施当地项目，监管其对运营的影响和日程安排
• 预期人员配置需求并据此进行计划
• 负责处理游客在酒店、主题乐园以及其他迪士尼管理区域遇到的问题
• 在工作区域内经常巡视；与宾客、演职人员和合作伙伴进行沟通，确保宾客获得完美的入住体验和服务

我们希望您：

• 酒店管理相关证书/大专/本科学历
• 至少八年前厅运营的工作经验，至少两年相关管理经验
• 具备领导管理团队的能力
• 能够自我管理，具备杰出的领导力和维护关系技能
• 具备杰出的专业能力和自信
• 具备优秀的组织、时间管理和跟进技能，注重细节
• 具备优秀的谈判技能、具有影响力，能够解决问题并能不断改进流程
• 具备优秀的合作、指导和监管能力
• 具备优秀的书写、口语交流和演讲技能
• 能够与共事的演职人员合作，使运营水平更上一层楼
• 能够密切关注预算的使用和日常劳务花费
• 了解行业趋势并能运用至实际业务
• 具有使用中英文会话的能力

Job Summary:

The hotel will be located in close proximity to Shanghai Disneyland and to the resort's shopping, dining and recreation area, making it very easy to turn a visit to Shanghai Disney Resort into a true getaway. Many rooms of this hotel could offer beautiful views of Shanghai Disneyland and welcome friends and families into a world of fantasy, adventure, magic and thrills
As the Bell Services Manager of the Shanghai Disney hotel, this role will be responsible for leading a team of entry level leaders for Bell Services, Bell Dispatch, Welcome Center and Concierge, Greeter operations at a resort hotel to deliver an outstanding staff and arrival or departure experience. Partner with internal teams and external service providers or operating participants to ensure exceptional Guest arrival and departure experiences.

Key Responsibilities:

• Accountable for operational business decisions and understands when to empower Cast and leaders. 
• Remove barriers and identify opportunities for continuous improvement (service, products, facility, systems, etc.).
• Develop and transfer knowledge and skills to entry-level management leaders and multifunctional Frontline Cast.
• Lead the execution of processes and procedures to exceed Guest expectations and to deliver consistent high quality Guest Service.
• Ensure target metrics and any legal and regulatory requirements are met in a timely manner. 
• Responsible to conduct daily pre-shift meetings as well as conducts daily briefing meetings to communicate relevant Guest, Cast or business information in a timely manner.
• Model and ensure effective communication and promote positive relationships within and across lines of business, peers, and vendors to achieve a successful day-to-day operation.
• Execute local projects, monitoring operational impact, readiness and schedules.
• Anticipate future staffing needs and plan accordingly. 
• Responsible to resolve Guest concerns regarding concerns about experiences at the hotel, theme parks or other areas on Disney property.
• Walk the area regularly, interacting with Guests, Cast Members and partners on a daily basis to ensure a seamless arrival experience and delivery of superb service. 

Desired Qualifications:

• Demonstrated ability to lead a team of leaders
• Able to be self-directed and demonstrate strong leadership and relationship skills consistent
• Demonstrate a strong level of professionalism and confidence
• Demonstrated strong organizational, time management and follow-through skills, with strong attention to details
• Demonstrated ability to strong negotiation, influencing, problem solving, as well as continuous improvement process skills
• Demonstrated strong partnering, coaching and mentoring skills
• Demonstrated strong written, verbal communication and presentation skills
• Proven ability to partner with fellow Cast Members and move the operation forward to the next level of excellence
• Demonstrated financial awareness of budget and daily labor costs
• Knowledge of industry trends and practical business application
• Ability to converse in Mandarin and English