前厅经理 Front Office Manager

职位介绍

职位介绍：

作为酒店运营部门的前厅经理，您的职责主要包括领导前台、礼宾部、代客泊车和行李部的管理团队向客人提供卓越的入住和离店体验。同时您还要与度假区内部团队和外部服务供应商合作，保证服务质量达到客人的期望。

工作内容：

• 您将负责制定商业决策并理解何时授权部门演职人员和领班；
• 您将为持续改进消除障碍及开拓新机遇（服务、产品、设施、系统等）；
• 您将发展基层管理者和拥有丰富经验的一线演职人员，并教授知识及技能；
• 您将领导并发展团队执行超越客户期望的工作流程，提供持续高质量的客户服务；
• 您将确保及时达成计划指标，遵守相关法律法规；
• 您将管理部门的财务业绩，确保实时的人员、加班、销售成本和其他费用都能达到年度营运计划的要求；
• 您将推动年度营运计划，五年计划及资金运作计划的制定；
• 您将负责主持每日班前例会和每日会议，及时传达有关客人、演职人员及营运的信息；
• 您将以身作则，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；
• 您将协调并实施当地项目，监管其对营运的影响和日程安排；
• 您将参与并计划未来人手的需求；
• 您将负责处理宾客在酒店、主题乐园以及其他在上海迪士尼度假区域内产生的问题；
• 您将在工作区域内经常巡视，并与宾客、演职人员和合作伙伴进行沟通，确保其完美的入住体验以及提供顶级的服务。

我们希望您：

• 拥有酒店管理相关证书，大专或者本科学历，并有至少八年前厅营运的工作经验及至少两年的相关管理经验；
• 展现出领导管理者团队的能力；
• 能够自我管理，展现出杰出的领导力和稳定的构建维护关系的技能；
• 具有高效管理和承担多种相关责任的能力；
• 具备杰出的专业能力和自信；
• 具备优秀的组织、时间管理和跟进的能力，极度注重细节；
• 具有极强的商业计划能力；
• 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；
• 具备出优秀的书写、口头交流和演讲技能 ；
• 能够与演职人员合作，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；
• 拥有流利的中英文口语能力。

Job Summary:

As a Front Office Manager of the Shanghai Disney Hotel, you will be responsible for leading a team of leaders for Front Desk, Concierge, Valet Parking and Bell Services operations at the resort hotel to deliver an exclusive experience upon arrival and departure. In addition, you will partner with the resort’s internal teams and external service providers to ensure the service quality meets guest’s expectations.

Key Responsibilities:

• You will be accountable for operational business decisions and understand when to empower Cast Members and leaders;
• You will remove barriers and identify opportunities for continuous improvement (service, products, facility, systems, etc.);
• You will develop and transfer knowledge and skills to entry level management leaders and experienced Frontline Cast Members;
• You will develop and lead the execution of processes and procedures to exceed guest expectations and to deliver consistent high quality guest service;
• You will ensure target metrics and any legal and regulatory requirements are met and followed in a timely manner;
• You will manage the financial performance of departmental expenses by ensuring on-going metrics such as labor, overtime, cost of sales, and other expense meet the annual operating plan;
• You will contribute to the preparation of the annual operating plan, 5-year plan, and capital planning;
• You will be responsible for hosting the daily pre-shift meetings as well as daily briefing meetings to communicate operational information of guest, Cast Members in a timely manner;
• You will be the model and ensure effective communication and promote positive relationships with and across Lines of Business, Cast Members, and vendors to achieve a successful day-to-day operation;
• You will coordinate and execute local projects, monitor the operational impact, readiness and schedules;
• You will anticipate future cast members’ hiring needs and plan accordingly;
• You will be responsible for resolving guest concerns regarding their experiences at the hotel, theme park or other areas on Shanghai Disney Resort property;
• You will 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:

• Have Hotel Management related certificates, a College degree or a Bachelor degree with a minimum of 8 years Front Office Operation experience and minimum 2 years relevant working experience at supervisory;
• Demonstrated ability to lead a team of leaders;
• Able to be self-directed and demonstrate strong leadership and consistent relationship developing and building skills;
• Proven ability to effectively manage and prioritize multiple responsibilities; Demonstrate a strong level of profession and confidence;
• Demonstrated strong organizational, time management and follow-through skills, with strong attention to details;
• Demonstrated strong business planning skills;
• Demonstrated ability to strong negotiation, influencing, problem solving, as well as continuous improvement process skills;
• Demonstrated strong partnering, coaching and mentoring skills;
• Demonstrated strong writing, 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;
• Fluent in speaking Mandarin and English.

关于 Shanghai Disney Resort:

上海迪士尼度假区是中国大陆的第一个迪士尼度假区，在这里，亲朋好友们可以尽情体验和畅享一个充满奇幻、想象、创意和探险的全新世界。该度假区是上海迪士尼主题乐园的所在地，内设两座主题酒店，一个大型购物、餐饮和娱乐区——迪士尼小镇，一座百老汇风格的剧院，星愿公园和其他户外休闲区域。上海迪士尼度假区的演职人员为游客提供世界一流的服务，该度假区专为中国人量身打造了正宗地道的文化氛围和主题，淋漓尽致地展现了经典的迪士尼故事和人物角色。上海迪士尼度假区能够迎合各类人的需求，包括惊险刺激的探险之旅以及郁郁葱葱的花园。在这里，游客们可以尽情放松，畅享丰富的互动体验。

关于 华特迪士尼公司 (公司):

华特迪士尼公司连同其子公司和关联公司，是一家领先的多元化国际家庭娱乐和媒体公司，拥有以下业务板块：媒体网络、乐园和度假区、影视娱乐、消费产品和互动媒体。它从 20 世纪 20 年代的一家小型卡通工作室，一跃发展成为当今娱乐业中的翘楚，可谓是家喻户晓。迪士尼公司非常荣幸地继续秉承其传统，为每位家庭成员打造世界一流的故事和体验。迪士尼的故事、人物和经历吸引了世界各地的消费者和游客。我们在 40 多个国家及地区经营业务，我们的员工和演职人员携手努力，打造在全世界和当地都备受钟爱的娱乐体验。

此职位隶属于 Shanghai Intl TP AFC, Ltd., 即我们称为 Shanghai Disney Resort 业务的一部分。

具体的福利基于职位有所不同，可能根据公司政策进行调整。 上海迪士尼度假区不会委托任何人或第三方机构向求职者收取费用。候选人请务必通过度假区官方招聘渠道获取度假区招聘的相关资讯。

公司规定，向所有员工和候选人提供同等就业机会，无论种族、宗教、肤色、性别、家庭状况、性取向、原国籍、年龄、婚姻状况、退伍军人身份、智力或肢体残疾、怀孕、民族/种族、外来务工人员身份、传染病原携带者身份或法律规定的其他类别。此“平等就业机会”涵盖但不限于员工聘任和雇佣、升职、降职、调动、解除/终止雇佣、工资水平和其他薪酬形式、教育和培训等方面。