上海招聘

Line of Business: Merchandise

Location: China, Suzhou

Job Summary:

Guest Service Manager is responsible for the daily operation of stores, to ensure the operating area achieves the goals including ensuring Disney working environment to Cast Members, providing excellent guest service and achieving financial targets.

Key Responsibilities:

• Serve as the leader of a store or a branch of a big store
• Ensure safe environment for all Cast Members and guests, following Shanghai Disney Resort safety procedures
• Follow Disney basic quality standards, create positive working environment for all Cast Members under Disney leadership
• Encourage and support the development of store lead, trainer and Host/Hostess, support new Cast Members on-boarding training and on job training
• Recognize Cast Members for their excellent guest service and give them positive and constructive feedback; serve as the role model of the store
• In charge of Cast Members’ performance managing with Disney standard
• Use Disney Four Keys Basics to provide excellent guest service; focusing on Safety, Courtesy, Show and Efficiency
• Ensure Disney Visual Merchandising display standard
• Monitor stock inventory, ensure sufficient products on the floor
• Concern data analyzing, inventory managing and loss prevention with the team
• Manage shifts arrangement and working hours, ensure staffing level within the budget
• Make sure all team members follow related standards and procedures
• Support and localize innovation, supervise the effect on Cast Members and guest experience and procedure improvement
• 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
• Capable of organizing events or activities within the store
• Be able to find new business opportunities, analyze sales data to improve sales and guest service

Desired Qualifications:

• Living in Suzhou, Jiangsu Province
• Proven working experience on guest service related industry (Food and Beverage or Retail) over 3 years
• Proven leadership experience over 1 year and perform excellent leadership
• Demonstrated operational guest service experience and skills
• Demonstrated excellent teamwork and people skills
• Adaptability and willingness to develop themselves and others
• Full availability for any dates in a week and any shifts, including nights, weekends and holidays 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 a plus
• 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 degree and above, bachelor’s degree preferred

业务部门: 商品运营

工作地点-国家/地区: 中国，苏州

职位介绍：

游客服务经理主要负责商店运营的日常工作, 为演职人员营造具有迪士尼特色的工作环境、为游客提供优质的服务, 并且带领整个团队完成经营目标和财务指标

工作内容：

• 负责带领一家店铺或者一家大型店铺中一个部门的团队
• 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
• 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
• 鼓励和发展主管、培训师及演职人员，为新进员工和在职员工提供入职培训和在岗培训
• 鼓励、表扬和发掘提供优质游客服务的演职人员，并给予演职人员积极和有建设性的反馈。在店内以身作则提供优质的游客服务
• 依照迪士尼标准进行绩效管理
• 依照迪士尼四大要素提供优质的游客服务，关注安全、礼仪、演出和效率
• 确保商品妥善陈列以达到迪士尼标准
• 监管商店内的商品物流情况，确保店面内商品的充足供应
• 带领团队关注数据分析、库存管理以及防损
• 管理每日人员排班情况，以确保达到人员成本的预算目标
• 确保所有团队成员执行相关标准和流程
• 支持创新并使其落地，监督其对演职人员和游客体验的影响，并不断改进流程
• 与部门内部及与其他区域领导及同事、渠道规划、供应商及相关监管部门进行沟通与合作，以确保日常运营的顺利进行
• 具备在商店内组织活动的能力
• 具备通过发掘商机、数据分析以提高商店营业额和服务质量的能力

我们希望您：

• 居住地在苏州，江苏省
• 具有3年以上游客服务（餐饮或者零售行业）的从业经验
• 具有1年及以上领导经验，且具备较强的领导能力
• 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
• 具备良好的应变能力，乐于自我发展和发展他人保持对细节和精确性的高度敏锐
• 能接受一周七天的灵活工作安排，并且能接受不同的班次，包括晚上、周末和节假日和非固定的工作地点（户内、户外以及乐园和乐园以外区域特殊商店）
• 精通计算机软件 (Excel, Word, PowerPoint)，具有有效的沟通能力，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
• 具备在各种不同情况下独立工作和决策的能力
• 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，本科学历者优先考虑

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、想像、创意和探险的全新世界里，为每年数以百万的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。
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.