前台经理 Front Desk Manager at The Walt Disney Company

Shanghai, Shanghai, China

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Hospitality, Entertainment, TourismIndustries

Hotel management related certificate / diploma / bachelor's degree
At least 5 years of front office operation experience, with at least 2 years of related management experience
Demonstrated ability to lead and manage teams
Ability to self-manage, with outstanding leadership and relationship-building skills
Outstanding professional ability and confidence
Excellent organizational, time management, and follow-up skills with extreme attention to detail
Excellent negotiation skills, influential, problem-solving ability, and capacity for continuous process improvement
Excellent collaboration, coaching, and supervision skills
Excellent written, oral communication, and presentation skills
Ability to collaborate with cast members to elevate operational levels
Close attention to budget usage and daily labor costs
Knowledge of industry trends and ability to apply them to business
Conversational proficiency in Chinese and English

Attend to all guest inquiries with poise in a helpful and professional manner
Accountable for operational business decisions and empower cast and leaders when appropriate
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 frontline cast
Lead the execution of processes and procedures to exceed guest expectations and deliver consistent high-quality guest service
Ensure target metrics and legal/regulatory requirements are met
Conduct daily pre-shift meetings and daily briefing meetings to communicate relevant guest, cast, or business information
Model effective communication and promote positive relationships within and across lines of business, peers, cast, and vendors
Execute local projects, monitoring operational impact, readiness, and schedules
Anticipate and plan future staffing needs
Resolve guest concerns about experiences at the hotel, theme parks, or other Disney areas
Regularly walk the area, interacting with guests, cast members, and partners to ensure seamless stay experiences and superb service