乐园客服经理 Manager, Guest Service

岗位职责 Key Responsibilities
1. 协同运营管理团队统筹现场服务工作，规范服务标准，为游客打造高品质、沉浸式的园区游玩体验。
Coordinate with the operation management team to oversee on-site services, standardize service procedures, and deliver high-quality and immersive guest experiences.
2. 负责管理团队的招聘、培训与激励工作，搭建专业稳定、执行力强的服务管理梯队。
Responsible for the recruitment, training and motivation of the management team, and build a professional, stable and efficient service management team.
3. 统筹处理游客投诉、单据核销等工作，对接并落地各类贵宾专属服务及特殊需求。
Overall handle guest complaints and order voids, and accurately respond to and fulfill VIP exclusive services and special requests.
4. 敏锐洞察游客服务需求，持续优化服务细节与服务流程，不断提升游客满意度与体验感。
Proactively identify guest service demands, continuously optimize service details and procedures, and improve overall guest satisfaction.5. 联动各部门开展高效协同工作，打通运营衔接壁垒，保障园区整体运营流畅、有序、稳定。
Collaborate efficiently with all departments to eliminate operational barriers and ensure smooth, orderly and stable park daily operations.
5. 联动各部门开展高效协同工作，打通运营衔接壁垒，保障园区整体运营流畅、有序、稳定。
Collaborate efficiently with all departments to eliminate operational barriers and ensure smooth, orderly and stable park daily operations.
岗位要求 Job Requirements
1. 具备水乐园、文旅景区现场管理经验，拥有酒店值班经理从业经验者优先考虑。
Experience in on-site management of waterpark or scenic spots; hotel duty manager experience is highly preferred.
2. 具备丰富的一线客诉处理经验，能够快速、妥善处置各类现场纠纷及突发应急事件
Proven rich experience in customer complaint handling, capable of properly resolving on-site disputes and emergencies efficiently.
3. 熟悉团队搭建、人员培训与现场管控，具备扎实的团队管理及人员赋能能力。
Familiar with team building, staff training and on-site control, with solid team management and employee empowerment capabilities.
4. 熟知文旅园区运营流程与安全管理规范，具备优秀的现场统筹把控能力。
Familiar with scenic park operating procedures and safety management standards with excellent on-site overall control capabilities.
5. 具备优秀的跨部门沟通协调能力与高效执行力，可稳步推进各项运营及服务工作落地。
Excellent cross-departmental communication and coordination skills with strong execution ability to ensure the implementation of all operational and service work.