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 will be located in close proximity 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. Many rooms of this hotel could offer beautiful views of Shanghai Disneyland and welcome friends and families into a world of fantasy, adventure, magic and thrills.
As the Front Desk Manager of the Toy Story Hotel, this role will be responsible for leading a team of entry level leaders for Front Desk Group team, VIP team, Room Assignor team and Lobby Ambassador Operations at a resort hotel to deliver an outstanding staff and arrival/departure experience. Partner with internal teams and external service providers / operating participants to ensure exceptional Guest arrival and departure experiences.
Position Responsibilities (Included but not Limited):
- Attend to all guest enquiries with poise in a helpful and professional manner
- 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
- 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
- Responsible to conduct daily pre-shift meetings 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
- Execute local projects, monitoring operational impact, readiness and schedules
- Anticipate future staffing needs and plan accordingly
- Responsible to resolve Guest concerns 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 stay experience and delivery of superb service
Qualifications and Requirements:
- Certificate/Diploma/Bachelor in Hotel Management
- A minimum of 5 years Front Office operation experience with minimum 2 years relevant working experience at supervisory
- Demonstrated ability to lead a team of leaders
- Able to be self-directed and demonstrate strong leadership and relationship skills consistent
- Demonstrate a strong level of professionalism and confidence
- Demonstrated strong organizational, time management and follow-through skills, with strong attention to details
- 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
- Knowledge of industry trends and practical business application
- Ability to converse in Mandarin & English