Job Summary: At the Hong Kong Disney Resort, Guests have the opportunity to experience not only our Magical Parks and Resort Hotels, but our service as well. That service begins with their very first phone call. Assisting Guests to create a magical experience just for them is the main role. Responsibilities: Conduct daily briefing to the team and update Resort Call Center Database information in timely basis to ensure information provided to Guests are accurate, and perform floor management and provide support to the team on daily regular basisHandle incoming calls as Hosts and Guest comments or complaints escalated from subordinateUpdate training materials and conduct training to the new hires and to the team for enhancing the quality of services provided to GuestsPrepare and cross check daily log sheets to ensure data quality, perform case investigation and identify root cause, and escalate to different internal partners for Guest's case handlingLead the Resort familiarization, team building activities, mentor and mentee tea and snack sessions regularly to enhance communications among teamEnsure the team members are properly groomed, enriched their telephone etiquette, product and procedural knowledge in aim to improve operation efficiency and effectivenessConduct quality assurance to transactions and ensure accurate and consistent information delivered to GuestsHost coaching with team members on regular basis to drive performance improvement and deliver positive comments as recognition Basic Qualifications: Higher Diploma or above in hospitality or related disciplinesMinimum 3 years related working experience in hospitality or call center fieldExcellent command of both spoken and written English, Cantonese and Mandarin. (Non Chinese speaking candidates are welcome!)Good interpersonal, organizational and communication skills Preferred Qualifications: Preferably with previous work experience in Hotel, customer services, or tourism industryPreferably with tertiary education qualification from Hotel, Hospitality or Tourism Management coursesPreferably with computer skills and knowledge in Microsoft Office applications (Word, Excel, PowerPoint) and Chinese word processing＃LI-DNI Additional Information: SCHEDULE AVAILABILITY
Our Theme Park and Resort Hotels operate 365 days a year. Candidates will need to work shifts according to a roster that is determined by the Company, including shifts on Saturdays, Sundays and Public Holidays.

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