游客服务经理，客户沟通Guest Service Manager, Guest Communications

职位介绍

职位介绍：

作为上海迪士尼度假区客户沟通团队的游客服务经理，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。此外，候选人还需具有良好的表达能力，通过语言和书面的形式向相关部门及人员正式地展示相关数据，包括使用图表、Excel表格和word文档等。

工作内容：

• 遵守公司的政策和标准，平等对待所有的演职人员；

• 以积极专业的态度解决游客问题，及时跟进处理游客的反馈（投诉或表扬）；
• 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；
• 熟悉酒店的应急处理流程，例如：了解火警环境下相关的职责及如何处理等；
• 确保预定目标和服务质量达到预期规划；
• 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；
• 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；
• 帮助部门其他演职人员解答问题、指引方向以及提供其他信息来提升整体度假区体验；
• 了解酒店呼叫中心系统，包括电话计费和电话录音系统，熟悉PMS，能够执行简单的故障排除；
• 具有一定的呼叫中心的运营知识，并且在需要时可以领导相关演职人员工作。

我们希望您：

• 相关专业大专或本科学历；
• 具有至少五年相关运营经验；
• 拥有运营游客服务经验，具备游客服务技巧；
• 有较强的口语和书面沟通能力；
• 能够高效地解决矛盾，有跟进相关问题的能力；
• 能够在团队中高效合作；
• 具有较强的构建人际关系的能力；
• 有较强的组织规划能力、多任务工作能力，同时能够注重细节 ；
• 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；
• 能够熟练使用普通话和英语；
• 申请此岗位需提供至少有6个月有效期的上海市健康证（A类）。

Job Summary:

The Guest Communications Guest Service Manager at Shanghai Disney Resort will be responsible for handling guest feedback regarding to compliments, inquires, concerns and complaints.  Partner with other areas throughout the resort to ensure we deliver the legendary guest service that our guests have come to expect from Disney brand.  This role will require strong presentation skills in both verbal and written formats to present data formally to relevant departments and personnel, including the use of presentation graphics, Excel spreadsheets, and Word documents.

Key Responsibilities:

• Adhere to all Company policies and procedures, treat all Cast Members fairly;
• Resolve guest concerns in a positive and professional manner, handle all guest feedback including guest complaints and compliments timely;
• Communicate feedback to respective line of business in a timely manner to ensure continuous operational improvement;
• Provide excellent guest services to ensure guests’ satisfaction and brand loyalty;
• Do proper following up and reporting to higher management level with immediate attention when necessary;
• Provide analytical support to other department or line of business to recognize performance and address area for improvement;
• Be familiar with hotel emergency procedures i.e. understand the roles and responsibilities under fire situation;
• Ensuring preset targets & quality standards meet expectations;

• Model and ensure effective communication and promote positive relationships within and across lines of business, Casts, and vendors to achieve a successful day-to-day operation;
• Cooperate with government respective team, proactively handle all guest feedback from different consumer service lines;
• To assist Casts with questions, directions, and miscellaneous information enhancing their overall experience;                   
• Fully understand resort call center using system including call accounting & voice mail systems and be familiar with the PMS; able to perform basic trouble shooting;
• Well know the operation of call center and lead Cast as required.

Desired Qualifications:

• College or Bachelor’s degree in relevant major;
• Minimum 5 years relevant operational working experience ;
• Demonstrated operational guest service experience and guest service skills;
• Strong verbal and written communication skills;
• Ability to deal effectively with conflict and follow-up skills;
• Proven ability to function effectively in a team environment;
• Strong inter-personal skills;
• Strong organization and multi-tasking skills with attention to detail;
• Proficient in basic computer functions necessary to operate in a Windows environment;
• Ability to be flexible with work schedule, including holiday and evening shifts;
• Ability to converse in Mandarin and English;
• A * level Shanghai Health Certificate with at least 6 months of validity is required for this role.

About Shanghai Disney Resort:

As one of the worldwide leaders in family entertainment, Shanghai Disney Resort delivers legendary service and a lifetime of memories for our guests. Joining us in a new world of fantasy, imagination, creativity and adventure involves creating happiness for the millions of guests who visit our Resort each year. Whether your career journey here is onstage or backstage, there are almost unlimited opportunities for growth and personal development at Shanghai Disney.

* We are committed to providing equal employment opportunities.

* Specific benefits vary between different roles and may be adjusted according to company policy.

* Shanghai Disney Resort does not charge a fee to submit job applications and has not authorized any individual or company to charge to do so. Please always check our official channels or platforms for the most relevant recruitment information.

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。