The Walt Disney Company Guest Service Manager, Disneytown Operations in China

Shanghai Disney Resort, the first Disney resort in Mainland China, is a place where friends and families can escape together to a whole new world of fantasy, imagination, creativity and adventure. The resort is home to the Shanghai Disneyland theme park, two themed hotels – Shanghai Disneyland Hotel and Toy Story Hotel, Disneytown, a large shopping, dining and entertainment district, a Broadway-style theatre, Wishing Star Park and other outdoor recreation areas. Shanghai Disneyland is a Magic Kingdom-style theme park featuring classic Disney storytelling and characters but with authentic cultural touches and themes tailored specifically for the people of China. As we continue to develop this magical destination, we’re looking for a variety of world-class professionals including front line Cast Members and an innovative development team to help our plans take shape.

Responsibilities : LEADERSHIP/COMMUNICATION:

  • Maintain a strong understanding of Public Area operations and lead cast as required

  • Maintain a strong Cast focus and establish a service capable team by inspiring and developing leads and trainer

  • Designated as a first responder for Guest issues and incidents in the assigned area

  • Lead Emergency response, Lost and Found, Security/law enforcement, inclement weather procedures

  • Communicate and partner within and across lines of business (other area leaders, peers and vendors) to ensure smooth day-to-day operations

  • Support local projects and monitor impacts to the Guest and Cast experience

  • Responsible for clean and tidiness of wishing star park and lake, ensures exceptional show surrounding

  • Ensure team produces Daily reports that are factual and focused on events of the day

  • Escalate key issues to appropriate levels of management

  • Additional duties as assigned

AREA MANAGEMENT:

  • Responsible to conduct daily pre-shift meetings to communicate relevant Guest, Cast or business information to frontline cast

  • Execute processes and procedures to exceed Guest expectations and to deliver high quality Guest Service.

  • Walk the area regularly, interacting with Guests, Cast Members and partners on a daily basis to ensure a seamless arrival experience and delivery of quality service.

  • Responds to guest concerns/needs and offers appropriate service recovery

  • Actively observe working conditions ensuring Cast Members are adhering to Safety standards, and seeking opportunities to continuously improve.

  • Identify needs and conduct coaching, discipline, and termination for Cast Members after consultation with direct leader

  • Ensure that all Guest and Cast locations are show ready on a daily basis and cleaned to Disney standards.

  • Ensure the area is show ready by developing strong relationships with key resort partners

  • Hazardous material management in the area to ensure a safe environment

  • Incident reporting and tracking to ensure area free from potential risks

CASH AND EXPENSE MANAGEMENT:

  • Oversee day-to-day financial operations to include revenue and other expenses.

  • Conduct cash register audits as a loss prevention safeguard

  • Make sure site team trained of relevant Operation Guidelines and the result delivered

  • Make sure all operation items in place for opening of each assigned area

  • Additional duties as assigned

Basic Qualifications :

  • College Degree and above

  • Operations and Guest Service Experience

  • Trained of TTT (Train The Trainer) and /or EGE (Exceed Guest Expectation) will be a plus

  • Trained of emergency response with in-depth understanding or practice

  • Fair or above oral, written and listening communication level in English

  • Organization and tracking / ability to multi-task and deliver quality work in short time frames

  • Strong knowledge of Outlook, Excel, Word and PowerPoint

  • Above 3 years’ working experience in service role of hospitality or a related industry

  • A good team player with can-do attitude

  • Good analytical, interpersonal communication, planning and organizing skill

  • Work in outdoor environment and shift duty is required

  • This positon is required to work on holidays, weekends and night shifts

  • Able to work independently and to make sound decision in the emergency situation

  • Ability to work with diverse groups of people

  • Demonstrated ability to operate in a flexible, fast-paced environment

  • Ability to reach compromise in a wide variety of situations

  • Ability to provide direction and coaching for development of direct reports

  • Public speaking ability

Additional Information :

Keyword: SHDRprofessional

Job ID: 547226BR

Location: ,China

Job Posting Company: Disney Parks & Resorts