职位概述 Position Overview
• 酒店运营部门的值班经理主要负责酒店的日常运营，同时还需与游客、演职人员和外部供应商合作，确保为游客提供高效便捷的入住、离店体验和入住期间优质的服务。
The Duty Manager of the Shanghai Disney hotel will be responsible for the daily operations and interact with guests, Cast Members and external service providers on a daily basis to ensure a seamless arrival and departure experience and delivery of superb service.
主要职责Key Responsibilities
• 作为前线管理人员，及时处理游客对于服务和产品的需求。
• Provide a front line management contact for guests with escalated service requirements or items to be addressed.
• 监督酒店前台管理，包括酒店运营、餐厅、酒吧、宴会厅、健身中心、儿童活动中心、戏水区域、商店区域和湖区等。
Monitor the hotel front-of-house operations including hotel operations, restaurants, bars, banqueting, fitness center, children activity center, water play area, merchandise area, lake area etc.
• 指导所有当班演职人员，确保服务质量。
Provide guidance for all duty Cast Members in case of any service shortfalls.
• 在日常巡逻中，确保所有服务区域都配备有适当的演职人员及确保各服务区域运营良好；在必要情况下联系相关部门。
During daily patrol, ensure appropriate cast members and operation in a good show at all service areas; liaise with concerned departments if required.
• 与贵宾接待协调员保持沟通，处理贵宾接待事宜。
Coordinate with VIP Coordinator in order to greet all VIPs.
• 处理游客投诉，迅速采取补救措施，并在必要时进行跟进；确保所有事件都被真实记录在值班经理日志中并上报管理层。
Handle dissatisfied guests to resolve complaints, take remedial actions immediately and follow up as necessary. Ensure all incidents are properly logged in the Duty Manager log and reported to the management.
• 对紧急情况作出回应；将游客的困扰和不便降到最低程度；确保所有事件都被真实记录在值班经理日志中以便日后查阅。
Respond to all emergency situations such as medical issues, fire alarms, theft case, guest accidents etc. Every effort must be made to minimize the disturbance or cause inconvenience to the hotel guests. Ensure all incidents are properly logged in the Duty Manager log for future reference.
• 为已锁客房保险箱解锁。
Release ‘locked’ in-room safes.
• 对于无人应答的叫早服务，进行人工叫早服务。
Process manual wake-up calls that have had no response.
• 在酒店大堂及其他各区域为演职人员提供管理指导。
Provide a management presence in the lobby and hotel back and front of house areas for Cast Members.
• 依照部门标准和程序，提供技能培训，确保前厅所有对客区域服务水平。
Ensure all guest facing area’s service levels are maintained using coaching and training techniques aligned with the department standards and procedures.
• 确保与其他业务部门建立良好的沟通及合作关系。
Ensure a smooth co-ordination and communication between the individual sections of hotel operations.
• 与其他部门协作并保持紧密联系，解决日常营运遇到的问题。
• Liaise and work closely with other LOBs to resolve any operational issues.
• 在24小时内处理行政工作，包括回复游客的投诉或需求。
Administrative and correspondence work including responding to guests’ complaints or requests within 24 hours.
• 与安保进行后勤区的巡逻，报告任何不规范的情况。
Conduct floor patrols together with the Security Officer to all back-of-house areas. Any irregularities need to be reported.
• 在高级管理人员不在场时，对于适当的免单、退款和酒店挂账等进行授权。
Authorize appropriate rebates, paid-outs, charges to house account and house use or complimentary rooms in the absence of a more senior manager.
• 在保安部的协助下处理游客问题。
Handle undesirable patrons with the support of the Security Department.
• 理解酒店管理系统、现场总线控制系统、电子客房门锁系统以及其他相关系统。
Fully understand the hotel Property Management System, Fieldbus Control System, VisiOnline and other related systems.
• 值班经理必须充分了解在遇到台风、火警、断电等情况时酒店的应急程序；所有突发意外都必须被真实记录在值班经理日志中以便日后查阅。
The Duty Manager must be fully aware of all hotel emergency procedures e.g. typhoon, fire alarm, power outage etc. All incidents must be properly logged in the Duty Managers log for future reference.
• 及时处理住店游客在乐园内可能发生的问题，投诉及其他意外情况，确保游客良好的游园体验。
Handle in house guest’s issue/complain/emergency case during park visitation; ensure guest a good park experience.
• 负责紧急情况的处理并担任紧急情况下的团队指挥者。
Take charge during emergency situations and act as the commander of the Emergency Response Team
• 执行管理层委托的其他相关工作。
Perform any duties assigned by the management deemed necessary.
