岗位职责:
Scope of Job
? To adhere to company policy and standard operating procedures.
? To support the Guest Experience Team to deliver a high level of customer service.
? Have knowledge of rides, attractions, facilities, locations within the resort.
? To ensure the efficient performance of daily tasks in accordance with the checklist.
? Handle any guest problems, complaints or compliments.
? To ensure the highest level of Health and safety for both guests and staff in the Welcome area.
? Handle guest messages in the correct manner and transport messages around the business on behalf of Guest Experience team.
? To carry out any other reasonable duty as requested by Management.
熟悉度假区内的游乐设施、景点、设施和位置。
支持游客体验团队提供高水平的客户服务。
熟悉度假区内的游乐设施、景点、设施和位置。
确保按照检查表的要求高效执行日常任务。
处理任何游客的问题、投诉或赞扬。
确保迎宾区域的游客和员工享有***水平的健康和安全保障。
以合适的方式处理游客留言，并代表游客体验团队在业务范围内传递信息。
根据管理层的要求执行任何其他合理的职责。
Main Responsibilities 主要职责
1. Operations运营
The Guest Services Manager will ensure all feedback are answered effectively and empathetically. The aims and objectives of the Park and the Company must also be reflected in a positive and professional light. The job holder will be required to think laterally and have the ability to resolve extremely complex issues to the satisfaction of both the Guest and the Company, with minimal supervision.
The Guest Services Manager will be the key driver for initiatives including the management and ongoing development of the Department Customer Service Reps and implementation of the Product Excellence strategy.
The Guest Services Manager is expected to manage guest experience area in smooth and efficient way.
The Guest Services Manager is expected to manage the shift operation, team and communicate effectively with the Guest Services team and all relevant departments within the resort.
The job holder will also take part in the Resort Duty Manager rota to deal with any issues which arise in the Park on a day-to-day basis where we are not meeting guest expectations for any reason.
游客服务经理将确保所有反馈都能够有效和富有同情心地回应。公园和公司的目标和目的也必须以积极和专业的方式体现出来。以尽可能少的监督干预，让工作人员自己能够灵活思考，并具有解决极其复杂问题的能力，以使游客和公司都满意。
游客服务经理将是包括部门游客服务代表的管理和持续发展以及产品卓越战略实施在内的倡议的关键推动者。
游客服务经理有责任以顺畅高效的方式管理游客体验区域。
游客服务经理有责任管理轮班操作、团队，并与游客体验团队和度假村内所有相关部门进行有效沟通。
工作人员还将参与度假村值班经理轮班制度，以处理公园日常出现的任何问题以及未能满足游客的期望的地方。
2. Marketing 市场营销
The role will support in ensuring LEGOLAND Shanghai presents both the LEGO and Merlin brands in the most positive light possible in both direct and indirect Guest communication. The job holder will be the face of LEGOLAND to our Guests. As such, outstanding written and verbal communication skills are essential.
The job holder will be expected to make an active effort to put LEGOLAND Shanghai as well as the Company in a position to win prestigious customer service awards that can be communicated to the world. This will help to build the reputation of service excellence for both the Park and Merlin Entertainments.
该职位将支持确保上海乐高乐园在直接和间接游客沟通中尽可能积极地展示乐高和梅林品牌。工作人员将是我们客人眼中的乐高乐园代表。因此，出色的书面和口头沟通技巧至关重要。
我们希望你能积极努力让上海乐高乐园以及公司能够赢得世界各地的著名游客服务奖项。有助于建立乐园和梅林娱乐的服务卓越声誉。
3. Financial 财务
The Guest Services Manager is responsible for ensuring the Compensation Policy of the Park is followed, and any compensation offered to a Guest is fair for both the Guest and the Company. The job holder will be expected to make suggestions and recommendations on how the Park and Company can better use resources for best effect with regards to Guest compensation.
The Guest Services Manager is responsible for the management of the seasonal variable cost budget, ensuring all staffing costs are kept in line with pre agreed budgets.
游客服务经理负责确保园区的补偿政策得到遵守执行，并确保向游客提供的任何补偿对游客和公司都是合理公正的。我们希望你能你能就园区和公司如何更好地利用资源以达到***效果的游客补偿方面提出建议和推荐。
游客服务经理负责管理季节性可变成本预算，确保所有人员成本与预先达成的预算保持一致。
4. Development 组织发展
To attend Company training programmes to develop capabilities such as People Management skills, Recruitment skills, Financial and Disciplinary training to name a few. Use the Personal Development Plan program in conjunction with your Manager to identify areas of growth potential.
The Guest Services Manager is expected to provide constant leadership, counselling, advice and feedback to guest services team. They must provide an environment of openness and trust, with constant feedback and performance coaching. The job holder will be expected to develop a strong customer service mentality within the Park.
参加公司培训计划，发展诸如人员管理技能、招聘技能、财务和纪律培训等能力。与您的经理一起应用个人发展计划程序，确定潜在发展领域。
游客服务经理有责任为游客服务团队提供持续的领导、咨询、建议和反馈。他们必须有一个开放和相互信任的环境，并提供持续的反馈和绩效指导。我们希望你能在乐园内树立强大的游客服务意识。
5. People人员管理
As a Manager, this role will be expected to comply with all People Manager Policies and procedures at all times.
The Guest Services Manager role is instrumental in ensuring the Park provides consistently excellent Guest service. The individual filling this role has to be passionate and have the ability to inspire others within the Company to provide that level of excellence and act as a key role model.
Build and develop a team who work together, support, communicate and encourage one another creating a fun environment where the LEGO values are met. Through coaching & development establish a team that are confident and competent in their role. You will work along side the Product Excellence Manager, to identify training needs then develop and implement formal training throughout the season.
The job holder is expected to develop and nurture positive relationships with all Departments.
作为经理，你需要始终遵守所有人员管理政策和程序。
游客服务经理的角色对于确保公园提供始终如一的优质游客服务至关重要。担任此角色的个人必须热爱工作，并有能力激励公司内其他人员提供同等水平的卓越服务，并起到关键的榜样作用。
建立和发展一个共同工作、支持、沟通并相互鼓励的团队，创造一个乐高价值观得到满足的有趣环境。通过教练和发展，建立一个自信、称职的团队。你将与产品卓越经理一起工作，确定培训需求，然后在整个季节开展正式培训。
我们希望你能与所有部门发展和培养积极的关系。
6. Health & Safety 健康与安全
You are responsible for all aspects of Health, Safety & Security within your department, in line with the Group Policy (HS001). In particular, you must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees you are responsible for are aware of the Group Health, Safety and Security Policy and their obligations under it. You must ensure that safe working practices are monitored and that risk assessments and procedures are reviewed regularly. Where incidents do occur, you must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated
你需要遵循集团政策（HS001），负责部门内所有健康、安全和安全方面的事务，要特别注意的是，所有工作活动都要有安全工作程序，必须确保已进行风险评估，并且您负责的所有员工都了解集团的健康、安全和安全政策及其在其中的义务。您必须确保安全工作的执行得到监督，并定期审查风险评估和程序。发生事故时，必须确保适当调查，并在必要时采取纠正措施，以确保不再发生类似事件。
任职要求:
Job Requirements
- Experience in a theme park, hotel, resort, attraction, or entertainment a plus.
- 3+ years in operational roles.
- Understanding of Guest Experience Operations
- Ability to collaborate effectively with cross-functional peers.
- Demonstrated ability to manage a large volume of work and people effectively and efficiently.
- Language: Verbal and written English and Chinese communications
- 在主题公园、酒店、度假区、景点或娱乐行业的经验为佳。
- 3年以上运营经验。
- 了解客户体验操作。
- 能够有效与跨职能同事合作。
- 具有有效管理大量工作和人员的能力。
- 语言：英语和中文的口头和书面沟通能力。
Education 教育背景要求
- Bachelor Qualifications
- 学士学位
Other Requirements 其他要求
Maintaining confidentiality within the organization and protect any information that classified as confidential.
Maintaining honesty and integrity with superior, subordinates and guests
Must be willing to work flexible hours, including evenings and weekends to support park operations.
Requires a valid ID and passport.
Must be willing to travel locally and regionally to conduct business, and occasional travel within Korea.
在组织内保持机密性，并保护所有被分类为机密的信息。
对上级、下属和客人保持诚实和正直。
愿意接受弹性工作，包括晚上和周末以支持公园运营。
需要拥有有效的身份证和护照。
愿意在本地和区域范围内出差开展业务，并偶尔在韩国境内出差。