Job Responsibilities:
- Responsible of attending to Guest enquiries and feedback received via email, online platforms and on site
- Supervise a team of guest correspondence coordinators, and ensures consistency, quality and the provision of exemplar customer service via written and verbal manner
- Conduct tele conversation with Guests where applicable
- Ensures timely and appropriate responses and provide appropriate compensation where applicable, through proper documentation processes
- Motivate and drive the correspondence team to exceed expectations
- Provide coaching, counselling and guidance to team members in daily operations, ensuring compliance to departmental standards
- Perform various administrative duties and daily paperwork
- Ensure reports required are generated dutifully
- Ensure the efficient and effective management of the Lost & Found matters
- Work closely with cross departmental to achieve resolution for Guest feedback
- Work closely with the Area Manger and management team on monitoring and evaluating workflow processes and identify areas for improvement
- Assist management team in other duties assigned from time to time
Job Requirements:
- Diploma/Degree in Tourism or any other relevant discipline
- Service oriented with strong leadership skills, able to communicate effectively in English and a second language (preferably Mandarin)
- At least 3 years of relevant experience
- Complete fluency in English and excellent writing skills
- Familiar with Microsoft Office applications (e.g. Word, Excel, Powerpoint)
(Should the candidate be lacking in experience but has good qualities, we may offer a junior role with starting salary of $2,900/month instead)
