前台经理 Front Desk Manager

职位介绍

迪士尼酒店在全世界以注重细节和出众的游客服务而闻名。在上海迪士尼度假区，该传统会继续随着两座主题化酒店的建成而发扬光大。每家酒店均有独特的主题、独一无二的购物和餐饮选择及各种休闲选择。

上海迪士尼的酒店将毗邻上海迪士尼乐园及度假区的零售餐饮娱乐区，该绝佳的位置离上海迪士尼度假区仅一步之遥，酒店游客仅需穿过一道大门便可到达。酒店中的很多房间拥有眺望上海迪士尼乐园的美丽景观，引领着宾客们进入一个奇幻冒险的世界。

作为酒店运营部门的前台经理，该职位主要负责前台，团队接待，VIP 团队，房间安排团队及大堂大使的日常运营。同时前台经理还要与客人、演职人员和外部供应商合作，确保提供给客人高效便捷的入住、离店体验和顶级的服务。

职务职责(包括但不限于):

• 能够用积极专业的态度满足客人的所有需要
• 负责制定商业决策并在合适的情况下授权给部门演职人员和领班
• 为寻求持续发展消除障碍及找到机遇 （服务、产品、设施、系统等）
• 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
• 领导团队执行超越客户的期望的工作流程，提供持续高质量的客户服务
• 确保计划指标的达成，及确保运营符合法律法规的要求
• 负责主持每日班前例会和每日会议，使营运信息及时传达相关客人，演职人员
• 以身作则，为了保持成功的日常营运，与本业务条线，其他业务条线，演职人员及供应商之间建立有效沟通并促进积极关系
• 实施当地项目，监管其对营运的影响和日程安排
• 参与并计划未来人手的需求
• 负责处理客人在酒店，主题公园以及其他迪士尼管理区域产生的问题和担忧
• 在工作区域内经常巡视，并与客人、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

资质与要求：

• 酒店管理相关证书/大专/本科学历
• 至少五年前前厅营运的工作经验，至少两年相关管理经验
• 展现出领导管理团队的能力
• 能够自我管理，显现出杰出的领导力和构建维护关系技能
• 显现出杰出的专业能力和自信
• 显现出优秀的组织、时间管理和跟进技能，极度注重细节
• 显现出优秀的谈判技能、具有影响力，能够解决问题并能不断改进流程
• 显现出优秀的合作、指导和监管能力
• 显现出优秀的书写、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

• 能够用中英文会话

Around the world, Disney hotels are known for their attention to detail and outstanding Guest service. At Shanghai Disney Resort this tradition will continue with the construction of two themed hotels. Each hotel will have its own distinct theme, a unique selection of shopping and dining opportunities, and a variety of recreation options.

The hotel will be located in close proximity to Shanghai Disneyland and to the resort's shopping, dining and recreation area, making it very easy to turn a visit to Shanghai Disney Resort into a true getaway. Many rooms of this hotel could offer beautiful views of Shanghai Disneyland and welcome friends and families into a world of fantasy, adventure, magic and thrills.

As the Front Desk Manager of the Shanghai Disney hotel, this role will be responsible for leading a team of entry level leaders for Front Desk Group team, VIP team, Room Assignor team and Lobby Ambassador Operations at a resort hotel to deliver an outstanding staff and arrival/departure experience. Partner with internal teams and external service providers / operating participants to ensure exceptional Guest arrival and departure experiences.

Position Responsibilities (Included but not Limited):

• Attend to all guest enquiries with poise in a helpful and professional manner
• Accountable for operational business decisions and understands when to empower Cast and leaders
• Remove barriers and identify opportunities for continuous improvement (service, products, facility, systems, etc.)
• Develop and transfer knowledge and skills to entry level management leaders and multifunctional Frontline Cast
• Lead the execution of processes and procedures to exceed Guest expectations and to deliver consistent high quality Guest Service
• Ensure target metrics and any legal and regulatory requirements are met in a timely manner
• Responsible to conduct daily pre-shift meetings as well as conducts daily briefing meetings to communicate relevant Guest, Cast or business information in a timely manner
• Model and ensure effective communication and promote positive relationships within and across lines of business, peers, and vendors to achieve a successful day-to-day operation
• Execute local projects, monitoring operational impact, readiness and schedules
• Anticipate future staffing needs and plan accordingly
• Responsible to resolve Guest concerns regarding concerns about experiences at the hotel, theme parks or other areas on Disney property
• Walk the area regularly; interacting with Guests, Cast Members and partners on a daily basis to ensure a seamless stay experience and delivery of superb service

Qualifications and Requirements:

• Certificate / Diploma / Bachelor in Hotel Management
• A minimum of 5 years Front Office operation experience with 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 relationship skills consistent
• Demonstrate a strong level of professionalism and confidence
• Demonstrated strong organizational, time management and follow-through skills, with strong attention to details
• Demonstrated ability to strong negotiation, influencing, problem solving, as well as continuous improvement process skills
• Demonstrated strong partnering, coaching and mentoring skills
• Demonstrated strong written, 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
• Ability to converse in Mandarin & 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。