岗位职责:
Scope of Job
To adhere to company policy and standard operating procedures.
To support the Guest Arrival 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.
Efficiently communicate with RDE team and deliver projects as needed.
Efficiently communicate with car parking and shuttle bus team and deliver a smooth guest arrival journey.
To ensure the highest level of Health and safety for both guests and staff in the guest arrival area.
Handle guest messages in the correct manner and transport messages around the business on behalf of guest arrival team.
遵守公司政策和标准操作程序。
协助游客接待团队提供高水平的游客服务。
熟悉度假村内的游乐设施、景点、设施和位置。
确保按照检查表的要求高效执行每日任务。
有效与RDE团队沟通，并根据需要完成项目。
有效与停车和班车团队沟通，并确保的顺畅旅程。
确保游客到达区域的游客和员工有***水平的健康安全保障。
以正确的方式处理游客留言，并代表游客接待团队在业务内传递消息。
Main Responsibilities 主要职责
1. Operations 运营
- The Guest Arrival Manager will the key driver for guest arrival area including the daily communications with RDE team, car parking team and shuttle bus team to guarantee a smooth guest arrival journey.
- The Guest Arrival Manager will be the key driver for initiatives including the management and ongoing development of the Department Customer Service Reps.
- The Guest Arrival Manager is expected to manage guest arrival area in smooth and efficient way.
- The Guest Arrival Manager is expected to manage the shift operation, team and communicate effectively with the Guest Arrival team and all relevant departments within the resort.
- 游客接待经理将是游客到达区域的关键推动者，包括与RDE团队、停车团队和班车团队的日常沟通，以保证游客的顺畅旅程。
- 游客接待经理有责任以顺畅高效的方式管理游客到达区域。
- 游客接待经理有责任管理轮班操作、团队，并与度假村内的游客接待团队和所有相关部门进行有效沟通
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.
- 该职位将支持确保乐高乐园上海在直接和间接客户沟通中以最积极的方式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乐高乐园上海以及公司能够赢得世界各地的著名客户服务奖项。这将有助于建立乐园和梅林娱乐服务的卓越声誉。
3. Financial 财务
- The Guest Arrival Manager is responsible for the management of the seasonal variable cost budget, ensuring all staffing costs are kept in line with pre agreed budgets.
- 游客接待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 Arrival Manager is expected to provide constant leadership, counselling, advice and feedback to guest arrival 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。与您的经理一起使用个人发展计划程序，确定潜在增长领域。
- 游客接待经理有责任为游客接待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客户服务意识。
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 Arrival 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.
- The job holder is expected to develop and nurture positive relationships with all Departments.
- 作为经理，此职位将始终遵守所有人员管理政策和程序。
- 游客接待经理的角色对于确保乐园提供始终如一的优质客户服务至关重要。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。
- 你有责任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 Arrival 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.
有在主题公园、酒店、度假村、景点或娱乐行业的工作经验为佳。
3年以上运营经验。
了解游客接待的流程。
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。
语言能力需求：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.
在组织内保持机密性，并保 密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。