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Operations Supervisor-Nanjing Hexiwanda

Job ID 289441BR Location Nanjing, Jiangsu Sheng, China Job Posting CompanyThe Walt Disney Company Date posted 03/21/2017
Disney English Operations Supervisors (OS) function as the manager and leader of the Operations team within a center; made up of the Front Desk Administrators (FDA), the Clubhouse Administrators (CHA), external cleaning staff and, where applicable, security guards. As the frontline Cast members, the Operations group is key to creating the Disney English experience for learners, parents and fellow Cast members in our Disney English centers.
  • Develop and maintain a guest-focused team anchored around the 4 standards of Disney quality: Safety, Courtesy, Show and Efficiency.

  • Create a positive, collaborative and service-focused work environment.

  • Ensure center service, safety, operational, financial and accounting standards are met.


Castmember Management and Development
Ensuring FDAs, CHAs, cleaning staff and security guards understand and follow all Disney English policies and procedures. Ensure training and development needs of their team are being met.
Provide team members with on-going subject-specific training related to service and product enhancements/additions.
Hold weekly team meetings with FDAs and CHAs to ensure the team is aware of up-coming activities and clear on priorities.
Service and Operational Standards

Ensure learner safety and security in the reception area and clubhouse.
Ensure all guests are greeted in a warm and friendly manner in person, or over the phone.
Assist Center Manager with parent service recovery.
Ensure daily center opening and closing checklists are completed and any gaps identified are addressed in a timely manner through the appropriate channels.
Conduct monthly site check, submission of any maintenance requests, scheduling regular maintenance work in line with the regional calendar to prevent operational impact and verify quality of work done.
Internal and external supplies and materials ordering and logistics; managing center stock, placing orders from warehouse/vendors and confirming successful delivery.
Assist in new Castmember on-boarding: ordering business cards, costume, and others.
Ensure seasonal holiday decorations are produced, put up and taken down in a timely manner and in-line with company guidelines.
Responsible for filing account requests and updating existing records for all staff-related systems: time clock, mailing lists, employee records, system accounts.
Center-level main point of contact for IT team related to systems and functions related to Operations.

Financial and Controllership Processes

Responsible for preparation, completeness and timely submission of regular reports and documentation (weekly, monthly and quarterly) related to business controllership requirements.
Collect tuition fee and deposit from customer and issue receipt/invoice to customer.
Refund customer tuition fee and customer deposit.
Bank deposit and cash on hand management.
Petty cash management and staff reimbursement.
Ensure related payment/ refund information is up to date and accurate in the CRM system.
Daily/ Monthly cash reconciliation and cash flow report.
Custodian of bank draft, receipt and Fapiao.
Tax affairs.

Basic Qualifications

  • Experience with and passionate about working with children.
  • Strong sense of customer service.
  • High level of personal integrity and credibility.
  • Ability to work under pressure and can accept flexible working time including weekends and evenings.
  • Service industry (or related) administrative experience.
  • Very Strong computer skills, especially in MS Office.