The Walt Disney Company Guest Service Manager, Guest Communication in Shanghai, China

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.

This position will formally present findings in both verbal and written formats including the use of presentation graphics, Excel spreadsheets, and Word documents.

Responsibilities :

  • To provide exemplary service/support to Guests/Cast during daily operation.

  • To assist Guests/Cast with questions, directions, and miscellaneous information enhancing their overall experience.

  • Handle guest feedback including guest complaints and compliments.

  • Do proper follow up and do escalation to higher management for any issues as necessary with immediate attention

  • Manages guest information, collateral and electronic, guest correspondence, post stay service recovery

  • Be familiar with hotel emergency procedures i.e. fire, understand the role in the situation and what should be acted and followed.

  • Be familiar with the Hotel Call Center system i.e. PMS, FCS; able to perform basic trouble shooting.

  • Coordinate service calls by system providers to ensure minimum downtime of all communication systems during the maintenance.

  • Adhere to all Company policies and procedures while holding others accountable for the same

Basic Qualifications :

  • Minimum 2 years relevant working experience

  • Diploma / Bachelor in relevant major

Disney Behaviors

  • Energetic

  • Patient

  • Positive (able to remain positive regardless of current task)

  • Proactive (immediately communicates concerns and reacts to situations)

  • Be a role model to front line Cast Members

  • Flexible/adaptable (may work in a variety of areas, conditions, and/or have changing shift start/end times)

Service Orientation

  • Ability to perform in a sometimes stressful working environment

  • Ability to multi task

  • Ability to confidently utilize service recovery methods

  • Receptive to special requests

  • Enthusiastic about interacting and helping Guests/Cast

Team Behaviors:

  • Willing to provide/follow instructions and take/provide direction

  • Committed/reliable (will show up for scheduled shifts)

  • Supportive of other Cast Members working on your team

Detail Orientation:

  • Can complete repetitious tasks while maintaining quality

  • Ability to complete paperwork accurately

Communication Skills and Abilities:

  • Strong verbal communication skills (able to positively engage with Guests, team members, and management)

  • Strong computer skills

A * level Shanghai Health Certificate with at least 6 months of validity is required for this role

Job ID: 463591BR

Location: Shanghai,China

Job Posting Company: Disney Parks & Resorts