JOB PURPOSE ·

To effectively monitor the visitor experience via use of standard checklists and continuous monitoring of on-site activity ·

坚守完整流程、持续监控场内活动，确保游客体验。 ·

To monitor quality standards and procedures via ‘walking and testing the attraction’ at regular intervals throughout each day, to include: watching talks, shows and testing rides and communicating regularly with guests ·

确保保证质量的标准和程序能够坚守，每天都应该每隔一段时间巡视、检查场馆，工作内容包括：观察游客谈话、表演，检查游乐设施，并且经常和游客沟通。 ·

To ensure all first aid kits are inspected and re-filled weekly and that supplies are ordered. ·

检查所有的急救箱，每周都应替补箱内物品。并且跟供应商保证箱内物品的供应。 ·

To ensure that company standards of Health & Safety are maintained at all times. ·

确保始终坚持公司的健康&安全标准。 ·

To oversee the daily security of all cash on site and to monitor compliance with the cash handling requirements of the operations manual. ·

每日确保馆内现金安全，确保遵守操作手册中关于现金处理的规定。 ·

Ensure the highest possible standards of Guest Service, presentation, technical operation and Safety in all operational areas of the attraction. ·

在馆内所有的运营区域内，就客户服务、展示、技术操作和安全方面，应坚守最高标准。 ·

To be fully trained to cover all aspects of both commercial and guest experience operations. ·

在培训后，应具备处理运营商业、以及客户体验的能力。 ·

Responsible for management of team, setting objectives, probationary reviews, appraisals and training. ·

负责管理团队，设定目标，负责见习生的考核与培训。 ·

Supporting the Operations Management Team creating a generic “profile” of an ideal employee to assist in recruiting team members. ·

为运营管理团队提供帮助，打造员工典型，协助培训员工。 ·

Adopts an enthusiastic, assertive and passionate approach to Customer Service, and demonstrates the Group values at every opportunity. ·

为客户服务时，应当展示出热情、自信的态度。随时准备好向外界展示默林价值。 ·

Overall responsibility for scheduling of assigned core teams to ensure proper coverage and staff utilization for the delivery of customer service to our guest. ·

全面负责计划分配核心团队，为实现优质的客户服务，确保足够的媒体报告以及合理的员工利用方式。

BUSINESS IMPACT/RESULTS

To monitor visitor surveys on a daily basis and communicate those results to the site team and to highlight and eliminate problem areas.

每日都应关注游客反馈表单，和馆内团队沟通，强调存在的问题、并解决馆内问题。

To feedback comments, propose training needs and operational changes in order to continually improve the delivery of the experience.

反馈意见、提出培训需求以及运营动态，确保能够始终优化我们的体验。

Takes an active role in devising and implementing Customer Service strategy.

主动思考并执行客户服务策略。

CREATIVITY & COMMUNICATION ·

Facilitate and support the delivery of the team briefings. ·

协助团队情况简报的上报。 ·

Working closely with Operations Management Team to develop a staff incentive scheme to increase individual motivation, commercial spends and promote teamwork. ·

和运营管理团队一同设计员工激励计划，以便提高员工的积极性、增加营收、促进团队合作。 ·

Constantly motivating and giving feedback to all front line staff on their standards of Guest Service. Act as a mentor and coaches on areas for development. ·

对于一线员工，应当给予持续的激励以及反馈，确保他们保持我们的客户服务标准。关心员工的发展，为他们提供指导。 · Coaches and motivates staff throughout the attraction to maximise sales opportunities and ensure secondary spend targets are achieved ·

培训、激励员工，努力最大化销售额，以及确保二级消费目标能够实现。 ·

Actively encourage and support new and innovative ideas from all team members on how to improve the business. · 鼓励员工提出促进生意的想法，并支持这些想法。

DECISION MAKING & AUTONOMY

Contribute to establishment / budget planning, suggesting innovative ways in which to improve deployment of resources – including ways of multi-skilling across commercial and guest experience teams.

协助制定预算计划，提出创新方法，提高资源部署的效率——尽量在商务及客户体验团队里部署复合技能型人才。

Pushes responsibility as close to the customer as possible at every opportunity by encouraging front line staff to take responsibility for any situations they are faced with and to constantly use their own initiative.

在任何情况下，都通过始终鼓励一线员工承担责任，发挥自己的主动性，让员工能够为客户提供更贴身的服务。

APPLIED KNOWLEDGE & SPECIALIST SKILLS To lead by example and is the perfect role model for all customer-facing team to follow.

能以身作则，为客户提供优质服务，是相关员工的典型。

Can work well under pressure and stressful situations 能够在压力下良好工作。

Has had experience in the development of individuals and teams

经历过个人发展以及团队发展。

Must be flexible and work well under pressure and stressful situations

具备灵活性，以及在压力下工作的能力。

Excellent communication and motivational skills.

极好的沟通以及动员能力。

Proven ability to work on multiple projects simultaneously and multi task as necessary.

能够同时在多个项目或者任务下工作的能力。

Great organization skills, detail oriented and self starter.

极好的组织领导力、注重细节、自觉主动。

Ability to work with people from all levels of discipline.

能够和各级员工合作的能力。

Open to new learning’s and quickly adapts to change.

学习能力强，能够很快适应变化。

MANAGING RESOURCES

Implementing a strategy to enable all members of the team to up-sell effectively therefore increasing secondary spends across the front of house departments

执行相应的策略，确保所有员工都能够最大程度上提高销售业绩，在馆内提高二级消费额。

Working closely with the Operations Management team to create and implement a guest care action plan to achieve the objective of delivering World Class guest care across the attraction.

与运营管理团队一道，制定并执行客户关怀行动计划，实现我们打造世界一流客户关怀的目标。

COMPLEXITY & PROBLEM SOLVING ·

Deliver consistent performance against set targets on key customer satisfaction measures.

坚决执行核心客户满意措施的既定目标。

Ensuring all register errors are kept to a minimum and investigating any discrepancies that occur.

确保收银错误发生概率降到最低，并且调查出现的任何差错。

In cases of incidents or accidents follow proper reporting procedures in a timely manner and if necessary follow through of corrective action to avoid repeat of such incidents and accidents.

为了防止意外的发生，保证及时遵守报告程序，如果需要应当采取纠正措施，确保意外不再发生。

Direct supervision of security within the attraction either in house or contracted.

做好馆内安全监督工作，包括外包的项目。

HEALTH AND SAFETY

Ensure full compliance of policies and procedures set forth within the MERLIN ENTERTAINMENTS GROUP Health, Safety & Security POLICY (HS001) AND MANAGEMENT SYSTEM (HS001/A)

确保能够完全遵守默林娱乐集团 健康，安全 政策（HS001） 以及管理体系（HS001/A）

Understand risk assessments within own workplace and ensure reporting of any new risks to appropriate line manager.

能够在自己的工作场合中预估风险，并且能向相关直线经理报告任何存在的新风险。

In compliance of safe working procedures in place for work activities within one’s job role.

自身工作时的任何活动必须遵循安全的工作程序。

In cases of incidents or accidents ensure appropriate reporting is done in a timely manner.

为防止意外发生，应及时向上级报告。

上班地址：张杨路置汇上海旭辉广场