游客服务经理，商品部 Guest Service Manager, Merchandise

职位介绍

职位介绍：

商品部游客服务经理主要负责商店运营的日常工作，包括为游客提供优质的服务，并且带领整个团队完成财务指标。

工作内容：

• 您将负责带领一家店铺或者一家大型店铺中一个部门的团队；
• 您将依据上海迪士尼度假区安全流程，确保演职人员和游客的环境安全；
• 您将坚持迪士尼基本理念，通过迪士尼领导力，为演职人员营造并维护积极向上的工作环境；
• 您将鼓励和发展店铺主管、培训师及快乐主人，为新进演职人员和在职演职员工提供入职培训和在岗培训；
• 您将鼓励、表扬和发掘提供优质游客服务的演职人员。在店内以提供优质的游客服务作亲身示范，给予演职人员积极和有建设性的反馈；
• 您将依照迪士尼标准进行演职人员绩效管理；
• 您将使用迪士尼五大成功要素以促进优质的游客服务，关注安全、礼仪、包容、演出和效率；
• 您将确保商品妥善陈列以达到迪士尼标准；
• 您将监管商店内的商品库存情况，确保店面有充足的商品补给；
• 您将带领团队关注数据分析、库存管理以及防损；
• 您将管理每日人员排班情况，工作时长、以确保达到人员成本的预算目标；
• 您将确保团队成员执行相关标准和流程；
• 您将支持本地化创新，关注其对于演职人员、游客体验和流程优化的影响；
• 您将执行部门内部及与其他区域领导及同事、渠道规划、供应商、相关监管部门等跨部门的沟通与合作，以确保日常运营的顺利进行；
• 您将支持创新，组织店铺级别活动；
• 您将通过发掘商机、数据分析以提高店铺营业额和游客服务质量；
• 您将按照相关法律法规要求作为兼职食品安全员，针对工作中涉及食品的相关内容，从事食品安全管理工作，具体包括：
  • 掌握相应的食品安全法律法规、食品安全标准以及其他应当具备的食品安全管理能力； 
  • 具备识别和防控相应食品安全风险的专业知识； 
  • 熟悉本企业食品安全相关设施设备、工艺流程、操作规程等生产经营过程控制要求； 
  • 参加企业组织的食品安全管理人员培训并通过考核； 
  • 督促落实食品生产经营过程控制要求； 
  • 检查食品安全管理制度执行情况，管理维护食品安全生产经营过程记录材料，按照要求保存相关资料； 
  • 对不符合食品安全标准的食品或者有证据证明可能危害人体健康的食品以及发现的食品安全风险隐患，及时采取有效措施整改并报告； 
  • 记录和管理从业人员健康状况、卫生状况；
  • 配合有关部门调查处理食品安全事故； 
  • 其他食品安全管理责任。 

我们希望您：

• 具有4年或以上游客服务（餐饮或者零售行业）的从业经验；
• 具有2年或以上领导经验，且具备较高的领导能力；
• 具备顾客服务的经验和能力；
• 具备合作能力与良好的人际交往能力；
• 拥有良好的应变能力，乐于自我发展和发展他人；
• 能够接受灵活的工作时间安排（清晨、夜晚，包括可能的通宵、周末、节假日，旅游高峰期可能会加班）和非固定的工作地点（户内、户外以及乐园和迪士尼小镇内的特色商店）；
• 精通计算机软件(Excel, Word, Power Point)，具有高效的沟通能力，包括具备清晰、准确和流利的中文口语和书面表达能力，英语良好者优先；
• 拥有零售和服务相关资质或工作经验者优先；
• 能够在各种不同情况下独立工作和决策的；
• 具备组织能力和时间管理能力 ；
• 具备监督和有效利用资源的能力，以完成日常的核心工作；
• 具有大专及以上学历，具有本科学历者优先考虑。

Job Summary:

The Guest Service Manager of Merchandise is responsible for the daily operation of stores, to ensure the operating area achieve goals, providing high-quality guest service and achieving financial targets.

Key Responsibilities:

• You will serve as the leader of a store or a branch of a big store;
• You will ensure safe environment for all Cast Members and guests, following Shanghai Disney Resort safety procedures;
• You will follow basic Disney quality standards, create positive working environment for all Cast Members using Disney leadership;
• You will encourage and support the development of store lead, trainer and Host/Hostess, support new Cast Members onboarding training and existing Cast Members on job training;
• You will identify and recognize Cast Members for their excellent guest service and give them positive and constructive feedback. Serve as the role model of the store;
• You will be in charge of Cast Members’ performance managing Disney standards;
• You will use the Disney Five Keys Basics to provide excellent guest service; Safety, Courtesy, Inclusion, Show and Efficiency;
• You will ensure Disney Visual Merchandising display standards;
• You will monitor stock inventory, ensuring sufficient products on the floor;
• You will be in charge of data analyzing, inventory managing and loss prevention with the team;
• You will manage shift arrangements and working hours and ensure staffing levels within the budget;
• You will make sure all team members follow related standards and procedures;
• You will support and localize innovation, supervise the effect on Cast Members and the guest experience and procedure improvement;
• You will communicate and partner within and across lines of business, including other area leaders, peers, Location Planning, vendors and related supervision departments to ensure smooth day-to-day operations;
• You will support innovation, and you will organize events or activities within the store;
• You will be able to find new business opportunities, analyze sales data to improve sales and guest service;
• You will work as a part-time food safety officer in accordance with the relevant laws and regulations, for work related to food, and engage in food safety management, including:
  • Mastering the appropriate food safety laws and regulations, food safety standards and other food safety management skills that should have;
  • Expertise in identifying and preventing and controlling the corresponding food safety risks;
  • Familiar with food safety-related facilities and equipment, processes, operating procedures and other production and operation process control requirements in the enterprise;
  • Participating in the training of food safety managers organized by the enterprise and pass the examination;
  • Supervision and implementation of food production and operation process control requirements;
  • Check the implementation of the food safety management system, manage and maintain the records of the food safety production and operation process materials, and keep the relevant documents as required;
  • Promptly take effective measures to rectify and report in case of incidents where food does not meet food safety requirements, proved to be harmful to human health, or other when there are other food safety related risks.
  • Record and manage employee health and hygiene;
  • Cooperate with relevant departments to investigate and deal with food safety incidents;
  • Other food safety management responsibilities.

Desired Qualifications:

• 4 or more years of experience in guest services (food and beverage or retail industry);
• 2 or more years of leadership experience with a high level of leadership skills;
• Experience and competency in customer service;
• Ability to work collaboratively with good interpersonal skills;
• Adaptability and willingness to develop to self-develop and develop others;
• Ability to be flexible with work schedule (early morning and night shifts, including over night shifts and shifts in holidays and weekends, extended hours in peak season) and work location (indoor, outdoor and specialty stores throughout park and town);
• Efficient computer skills (Excel, Word, Power Point) and communication skills in fluent Mandarin, both written and verbal. Fluent English is preferred;
• Experience or qualification in retail or service industry will be highly regarded;
• Able to work independently and to make decision in different situations;
• Strong organizational and time management abilities;
• Proven ability on monitoring and effective use of resources to implement daily core operation;
• College’s degree and above, Bachelor’s degree preferred.

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 Theme Park Company, 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。