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：

作为上海迪士尼度假区游客沟通服务团队的主管，需要处理游客的表扬、建议、咨询和投诉等反馈。需要跟公司各个业务部门进行良好的沟通和合作，以确保我们为游客提供优质的服务体验， 体现迪士尼的品牌价值。

工作内容：

·      遵守公司的政策和标准，对所有的演职人员一视同仁；

·   能够用积极专业的态度解决游客问题，及时跟进处理游客的反馈（投诉和表扬）；

·      及时获得各业务条线的反馈，保证提供迅速的回应；

·      提供出色的游客服务以保证游客的满意度和品牌忠诚；

·      对重要事件进行及时反应，必要时进行跟进并汇报管理层；

·      为其他部门和业务线提供分析支持，认可业务表现并找出需要改进的部分；

·     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；

·      与政府相关部门协调合作，积极主动处理跟进各个消费者服务热线的反馈。

我们希望您：

·      相关专业大专或本科学历；

·      具有至少三年相关运营经验；

·      具有运营游客服务经验，具备游客服务技巧；

·      具有较强的口语和书面沟通能力；

·      具有在团队中高效的合作精神；

·      具有较强的构建人际关系的能力；

·      能够熟练使用基本电脑功能及Windows软件；

·      能够接受灵活的工作时间，包括节假日和晚班；

·   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；

·  能进行基本的英语对话。

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:

The Guest Communications lead at Shanghai Disney Resort will be responsible for handling guest feedback regarding compliments, inquiries , concerns and complaints. Communicate and work well with all lines of business to ensure that we provide a quality experience for our guests that reflect the values of the Disney brand.

What You’ll Do:

·      Adhere to all company  policies and procedures while holding others accountable for the same;

·      Resolve guest concerns in a positive and professional manner, handle all Guests’ feedback including Guests’ complaints and feedback timely.

·      Communicate feedback to respective lines of business in a timely and guarantee to provide a prompt response

·      Provide appropriate guest service recovery to ensure guest satisfaction and brand loyalty;

·      Respond to important events in a timely manner, follow up and report to management when necessary

·      Provide analytical support to other department or lines of business to recognize performance and address area for improvement;

·      Effective communication and promote positive relationships within and across lines of business, peers, and vendors to achieve a successful operation ;

·      Cooperate with relavent govenment department team, proactively handle all guest feedback from different consumer service lines.

What To Bring:

·      College  or Bachelor’s degree in relevant major;

·      Minimum 3 years relevant operationexperience;

·      Demonstrated operational Guest service experience and Guest service skills;

·      Demonstrated strong verbal and written communication skills;

·      Proven ability to function effectively in a team environment;

·      Demonstrated strong inter-personal skills;

·      Proficient in basic computer functions necessary to operate in a Windows environment;

·      Ability to be flexible with work schedule, including weekends, nightshifts, and holidays;

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

·      Ability to have basic conversational English.