Guest Service Manager, Disney Youth Education Series

Job Responsibilities:

• Reporting to Sales team leader and Operation team leader, to oversee the overall Youth Education Series (Y.E.S.) operations and overall performance of all the Y.E.S. team members including but not limited to Y.E.S. Representatives and Part-time facilitators, ensuring all programs are delivered and conducted in the most professional manner;
• Utilize strategic and operational expertise in leadership to meet the Youth operations and achieve Youth business objectives and annual revenue goal; 
• Proactively support new Y.E.S. program development and production efforts in Y.E.S. business and coordinate the changes with related L.O.B. to expand program capacity and explore venues to support fast growing business demand;
• To be the Team Leader of Y.E.S. and being the gatekeeper to monitor all the Y.E.S. bookings from pre-arrival materials preparation to on-day arrival logistic coordination, master list (share point) and generic e-mail account for YES Program, and oversee day-to-day Y.E.S. operations and program fulfillment on daily basis;
• Responsible for hiring, new team members onboarding arrangement, program training, coaching from time to time and performance review with disciplinary action taken (if applicable) for all Y.E.S team members
• Review, analysis, and make necessary approval for all Y.E.S. program booking requests according to program capacity, labor support, attractions and restaurants availability under different attendance bands;
• Consistently review future programs demand and work closely with scheduling team to allocate resources to support Y.E.S. business and ensure adequate manpower on program support;
• Leverage a strong service and business orientation with disciplined work ethic to inspire both Hong Kong Disneyland and our partners to exceed Guest expectations every day;
• Must be comfortable engaging in difficult situations to resolve Guest concerns utilizing available resources with correctively action taken in timely manner to ensure all Guests concerns are follow through properly;
• Take proactive approach in identifying operational and business opportunities with Hong Kong Disneyland and driving initiatives/solutions to completion.  
• As a highly-visible leader and mentor, model Disney Leadership competencies at all times and champion the Five Keys in daily operations.
• Performs any other duties and responsibilities as assigned by both Sales and Operation leaders

Job Requirements:

• Bachelor’s degree or equivalent 
• At least 5 years' experience in hospitality sector or relevant industries with 2 years in supervisory level
• Extensive knowledge of Disney Parks and Resorts Operations. 
• Demonstrated exceptional presentation including strong verbal and written communication skills (English, Cantonese & Mandarin preferred)
• Proven track record of driving change, innovation, service excellence and sales fulfillment experience
• Demonstrated effectiveness for strategic and critical thinking; ability to challenge the status quo 
• Good negotiation skills with ability to influence at all levels both internally and externally. 
• Strong interpersonal skills and strong sense of self-disciplinary, able to work independently with minimal supervision but collaboratively with cross functional peers
• Proven ability to inspire and enthuse; growing team satisfaction, collectively and as individuals. 
• Team spirit with positive attitude, ability to motivate subordinates; Guest oriented as well as business oriented, patient, problem-solving mindset with strong safety and Guest service awareness
• Willingness to work at different locations in the Resort area, including outdoor locations
• Proficient in Microsoft Office including Word Processing, Excel and PowerPoint

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