职位介绍：

上海迪士尼度假区酒店运营培训生将进行为期12个月的培训计划，期间将分别加入前厅部，客房部， 讯息及游客沟通中心以及康乐部进行培训，所涵盖轮岗的职位包括但不限于前台快乐主人/大堂迎宾快乐主人/VIP/团队/客房协调员/前台主管/公共区域快乐主人/公共区域主管/楼层快乐主人/楼层主管/客房部文员/电话中心快乐主人/电话中心主管/游客沟通中心/康乐中心快乐主人/康乐中心主管，以及与各部门游客服务经理跟随培训，并在获取相应任职资质后独立上岗。运营培训生需要学习并掌握各工种的工作内容从而在各个阶段为游客提供高质量的服务，提高游客的整体满意度。

工作内容：

• 您将熟悉酒店各部门的核心工作，参与并通过各个一线岗位的在岗培训

• 您将跟随各部门游客服务经理，学习基本的酒店管理知识和业务操作

• 您将完成跨岗位、跨部门的交叉培训，熟悉与酒店业务相关的工作内容

• 您在完成所有轮岗培训后，将会担任定向岗位的独立上岗工作

• 您需要对自己的学习成果负责，定期向导师汇报，并与导师沟通学习成果

• 您将在导师的监督下完成各岗位工作，遵循操作指南中规定的各项标准，与各部门经理保持沟通，反映游客的建议与意见

• 您将与共事演职人员沟通，鼓励演职人员的个人发展并帮助其进步，进行有效的班前会，确保所有人员知道酒店贵宾、特殊活动、乐园资讯等最新信息，以达到良好的演出状态

• 您需要支持创新项目并使其落地，监督其对演职人员和游客体验的影响，并不断改进流程，以提高酒店营业额和服务质量

• 您将始终以安全为第一要素，确保共事演职人员和游客，有一个安全有序的工作及入住环境

• 您将与其他业务线进行联系，紧密配合乐园和度假区的运营

Job Summary:

The Operations Trainee Program is a 12 month development program. During this time, you will experience a 12 month rotation through Front Desk, Housekeeping, Resort Call Center and Recreation. The entry management level roles you will learn include Front Desk Host, Lobby Ambassador, Group Coordinator, VIP Coordinator, Room Assigner, Front Desk Lead, Public Area Host, Public Area Lead, Floor Host, Floor Lead, HSKP-Base, Resort Call Center Host, Resort Call Center Lead, Recreation Host and Recreation Lead. Roles will not limited to training as the Guest Service Manager of each department, and work independently after obtaining corresponding job qualifications. Operations Trainees should learn and grasp the skills from each position in order to provide a high quality service in each step, which will improve the guests overall satisfaction.

Key Responsibilities:

• You shall participate in all parts of frontline positions’ training to understand the core work of each department in hotels

• You will follow Guest Service Managers of each department to learn basic hotel management knowledge and business operations

• You shall complete cross-position and cross-department training to be more familiar with related operations

• After completing all job rotation training, you will take on an independent job in a targeted position

• You shall be responsible for your own learning achievements and communicate with your mentor regularly

• You will complete the work of each position under the supervision of your supervisor, follow the standards specified in the operation guide, maintain communication with department managers, and reflect the suggestions and opinions of guests

• You shall communicate with fellow Cast Members, encourage fellow Cast Members, and support their personal development, conduct effective shift briefings to ensure all staff are aware of VIPs, special events, daily park news to reflect current show performance

• You shall encourage and execute innovation project, supervise the effect of innovation on Cast Members, guests and procedure improvement to improve hotel revenue and service quality

• You shall treat safety as the top priority at all times. Ensure fellow Cast Members and guests are in a safe and well-controlled dining environment

• You shall liaise between other lines of business and work closely with Park and Resort Operations

我们希望您：

• 拥有本科及以上学历，流利的普通话、英语能力(书面及口头)

• 能够承受高强度工作压力和高效的工作节奏，能够适应倒班，包括凌晨深夜，通宵，周末和节假日

• 能够自信且合理的运用资源，接纳不同游客的不同需求，协助游客解决问题，必要时进行适当的服务补救

• 能够一专多能并于工作中分清轻重缓急，有序完成工作任务

• 具备良好的团队协作精神，愿意向团队成员提供协助

• 具有良好的执行力和一定的商业意识，工作主动，有强烈的学习意愿和能力并能适应新的挑战

• 能够确保文档工作的准确性，并具备现金交易及处理能力

• 需长时间站立和行走

• 熟练操作Windows电脑系统，优秀的软件以及系统技能，包括Excel, PowerPoint, Word, Opera等。

Desired Qualifications:

• Bachelor’s degree or above, fluent in Mandarin and English (written and verbal)

• Adapt to shift work (including early morning, late evening, overnight, weekends and holidays), be able to withstand high-intensity work pressure and efficient work rhythm

• Receptive to special requests and ability to confidently utilize service recovery methods

• Multi task and prioritize

• Supportive of other Cast Members working on your team

• Be strong in execution and perform business acumen, work with initiative, have strong willingness and the ability to learn, and be able to adapt to new challenges

• Ability to complete paperwork accurately and strong cash handling skills

• Walking / Standing: Frequently

• Demonstrate computer proficiency within a Windows environment. Strong software and system skills including Excel, PowerPoint, Opera etc.