长沙招聘

JOB SUMMARY: Responsible for maintaining the overall successful operation of the Guest Services department including Guest Services Parks, Guest Services City Walk, and the Digital Guest Experience teams. Strategically plan to ensure exemplary service while leading the operation towards success in guest and team member satisfaction with a strong focus on solving escalated guest situations, labor budgets, and resort service initiatives. Work with departments across all divisions to create a world class service culture throughout the Universal Beijing Resort.

MAJOR RESPONSIBILITIES

? Serve as the main point of contact and leader for the Guest Services department. Will be the key stakeholder on numerous fronts including the UBR CRM platform, social media and call center teams, resort wide guest data and executive reporting capabilities, and the Universal Way guest service culture initiative. Build strong partnerships and communication channels with Information Technology, Digital / Marketing & Sales, Business Development, Product Development, Revenue Accounting, Tech Services and all operating groups to ensure a seamless overall purchase and arrival experience throughout the resort.

Prior to Opening: Hire, train, and develop the Guest Services management team. Serve as the main contact with IT and senior leadership on the development, planning, testing, and rollout of Customer Relationship Management system prior to park opening. Work with various vendors while building and maintaining partnerships throughout the resort during the build and testing phases of brining all of the CRM and Ticketing systems online prior to park opening.

? Partner with all operating divisions, hotel group, and all external partners on service initiatives for the entire resort. Have a strong focus on our digital guest interactions focusing on our internal CRM platform, social media monitoring and service levels, and guest data collection and reporting on feedback and issues both positive and negative throughout the resort. Constantly monitor trends and provide proactive solutions to Senior Leadership to prevent negative guest situations.

Prior to Opening: Ensure proper functions, reporting, and recovery options are built into our CRM platform. Work with various partners to ensure all GWD access and accommodations are set up properly throughout the resort. Work with Digital and Marketing to build and maintain our entire internal CRM platform, and provide resort wide communication and training on the system.

? Manage department Managers / Assistant Managers in focusing on exemplary team member and guest experiences. Leverage relationships with reporting team members and cross-departmental partners to foster an environment of continuous improvement.

Prior to Opening: Work with management team on proper staffing levels and training plans for the opening phases of the park. Develop and modify all line schedules ensuring we are using proper labor hours during the opening and post opening phases of the park.

? Oversee the Guest Services duty manager program and consistently work to ensure the program focuses on a seamless guest experience, resort wide recovery strategy, IT system stability, focus on quality, and overall Guest and Team member satisfaction.

Prior to Opening: Create and develop the “duty manager” program for the Guest Services department and ensure we are running a consistent program with the Admissions team. Train the Managers and Assistant Managers on the proper duty manager procedures. Work with other areas of Operations to understand overall park operating standards, and potential issues that could arise along with guest resolution solutions.

Understand and actively participate in Environmental, Health & Safety responsibilities by following established Universal Beijing Resort policy, procedures, training, and team member involvement activities. Performs other duties as assigned.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

EXPERIENCE: 7 years management and customer service experience along with prior strategic planning work; or equivalent combination of education and experience.

ADDITIONAL INFORMATION: Mandarin and English language required. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

This position is a front of house role for an Operation that is open 365 days a year 7 days a week with morning, afternoon, and evening shifts. It will often require the individual to work on holidays and weekends as needed to support the daily business throughout the year.

北京环球度假区是一个广受期待的主题公园旅游目的地，以全新精选景区为主打，网罗全世界环球主题公园人气***的娱乐设施和景点，融入大量中国元素和精心打造的独特体验。除世界著名的环球影城主题公园外，北京环球度假区项目一期包括集零售、餐饮、娱乐为一体的综合商业体——北京环球城市大道和全球首家环球主题度假酒店、首旅集团诺金品牌首家度假酒店。
北京环球度假区由北京国际度假区有限公司所有。北京国际度假区有限公司是一家由北京首寰文化旅游投资有限公司和康卡斯特NBC环球下属业务板块——环球主题公园及度假区共同所有的合资公司。
北京首寰文化旅游投资有限公司经北京市政府批准设立，主要支持北京环球度假区的投资、开发、运营及管理。其由五家北京市国有企业共同所有，包括中国***的旅游企业之一——北京首旅集团。
环球主题公园及度假区是康卡斯特NBC环球的下属业务板块，为世界各地的游客提供沉浸式、主体化的娱乐体验。环球主题公园以沉浸式体验著称，基于电影和电视打造出惊险刺激、技术领先的景点。各年龄段的游客都可以与喜爱的人物形象一同冒险，在娱乐中畅享知名品牌。环球主题公园及度假区目前拥有并运营好莱坞环球影城、奥兰多环球度假区和日本环球影城，并通过许可协议授权经营新加坡环球影城。