客房部行政管家Executive Housekeeper

职位介绍

职位介绍：

作为迪士尼乐园酒店的客房部行政管家，您将负责领导客房部整个团队，包括：客房打扫，布草房，客房部总仓，文员，酒店公共区域的日常运营，并提供给客人最佳的服务和入住环境。此外，您需要负责其他业务线团队和外部供应商协调和沟通，确保客人最佳的入住体验。

工作内容：

• 正确做出最佳运营决策以及能切合时宜地授权部门演职人员和主管及游客服务经理；
• 能排除工作上地各种障碍并能持续提升及完善酒店服务，产品，设施设备及系统等；
• 能发展和传授业务知识和技能给部门初级管理人员和具有多面性的一线员工；
• 发展和倡导能持续提供高质量对客服务并超出客人预期的业务执行标准和流程；
• 确保业绩指标和各种法律制度的要求在有效的运作方式下达到预期；
• 有效运作和管理部门各项财务成本指标，例如人工，加班，销售成本，和其他花费并让其符合年度运营计划；
• 制定年度运营计划，5年计划和资本预算；
• 确保部门日常各班次开展前的简报顺利进行同时对于相关客人，演职人员及酒店运营的信息做出最有效的传达和沟通。建立并确保有效沟通模式并促进建立同一业务线之内和业务线之间的同事及供货商之间的良好关系来促成每日有效的运营；
• 协调和执行当地的项目，观察对运营的影响并对项目的准备和安排做好计划；
• 对未来人力需要做好规划；
• 负责解决客人关于酒店入住，主题乐园和度假区的其他设施设备的升级投诉和反馈；
• 日常酒店巡视，与客人，演职人员及合作伙伴进行日常沟通以确保提供给客人干净整洁的环境和高质量服务及品质；
• 监管和执行供货商的服务合同以及审批部门购买的客用品和机器设备；
• 推动运营愿景,帮助将客房服务职能和整体客人入住体验联系在一起的运营活动；
• 确保合法合规，对于法务和规定的变化例如危险品处理和垃圾回收项目等能同步保持一致性；

我们希望您：

• 拥有3至5年管理酒店运营或相关领域的经验，本科或与本科对等的学历；
• 精通保洁流程和安全标准（紧急清洁处理，血液传播病原体，地坪维护，酒店内外部清洁，药剂及机器设备等）;
• 每天能持续进行长时间巡视同时会使用各种清洁产品，同时能对主管进行操作演练;
• 具备自我领导能力和能展示很强的领导力和处理人际关系的能力。能进行有效管理并对承担的多种责任划分优先级并对其负责；
• 具备很强的专业性和自信心；
• 具备很强的组织性，时间管理能力和跟进能力同时能很好地把控细节；
• 具备完善的商业规划技能；
• 具备很强的谈判，说服，解决难题的能力同时具备不断完善流程的能力；
• 具备很强的合作，指导和培训的技能；
• 具备很强的书写及口头沟通和演讲的能力；
• 具备通过与同事的合作把运营水平提高到更完善的层级的能力；
• 具备管理财务预算，日常人力成本及运营成本的能力，同时掌控库存和订货量保证维持基本库存量；
• 具备行业风向的知识和务实的运营操守；
• 具备普通话和英语的表达能力。

关于上海迪士尼度假区：

* 迪士尼酒店以细致周到及个性化服务享誉全球。在上海迪士尼度假区，这个传承将在现有的两家主题酒店持续。每一家酒店具有独一无二集购物，餐饮及多种娱乐为一体和鲜明独特的主题特色。酒店靠近上海迪士尼主题乐园和度假区配套购物，餐饮和娱乐设施，方便游客游玩。

* 作为全球家庭娱乐业的领军企业之一，上海迪士尼度假区为我们的游客带来独具一格的服务和珍藏一生的记忆。加入我们，在这个充满奇幻、想象、创意和探险的全新世界里，为度假区游客创造欢乐。无论您的迪士尼旅程走向台前还是幕后，您都拥有无限机遇。

* 我们致力于提供平等的就业机会。

* 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

Job Summary:

As the Executive Housekeeper of the Shanghai Disneyland Hotel, this role will be responsible for leading a team of leaders for Housekeeping, Linen and Laundry, General Store, Lost and Found and Public Areas operations at a resort hotel to deliver an outstanding staff and in room and public area experience. Partner with internal teams and external service providers / operating participants to ensure exceptional in room and public area experiences.

Key Responsibilities:

• 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;
• Develop and 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;
• Manage the financial performance of departmental expenses by ensuring on-going metrics such as labor, overtime, cost of sales, and other expense meet Annual Operating Plan (AOP). Contribute to the preparation of the annual operating plan, 5-year plan, and capital planning.   Responsible to ensure daily pre-shift meetings are conducted 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.   Coordinate and execute local projects, monitoring operational impact, readiness and schedules;
• Anticipate future staffing needs and plan accordingly;
• Responsible to resolve Guest concerns escalated 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 cleanliness experience and delivery of superb service and show quality;
• Manages the execution of vendor contracted services & approves departmental purchases for supplies and equipment;
• Drive a vision for the operation which helps connect the housekeeping function to the overall Guest experience;
• Ensure compliance with laws and related issues. Remain current on changing laws and regulatory requirements, including hazardous waste removal and recycling programs.

Desired Qualifications:

• Minimum 3-5 years management experience in hotel operations or a related area   Bachelor's degree or equivalent experience;
•  Advanced knowledge of custodial processes and safety standards (emergency clean-ups, BBP, floor care, interior/exterior building cleaning, chemicals and equipment);
•  Able to walk for prolong periods of time daily while working around variety of cleaning products   Demonstrated ability to lead a team of leaders;
•  Able to be self-directed and demonstrate strong leadership and relationship skills consistent  Proven ability to effectively manage and prioritize multiple responsibilities holding self and others accountable;
•  Demonstrate a strong level of professionalism 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 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, operating expense, oversight of inventory and supply orders and maintenance of par levels;
•  Knowledge of industry trends and practical business application;
•  Ability to converse in Mandarin & English.

About Shanghai Disney Resort:

* 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 is located close 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.

* 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。