Responsibilities

• Ensure the team to provide a high standard of guest service and ensure all the necessary systems are in place to achieve the highest level of guest satisfaction

• Facilitate the movement of guests by supervising the accurate and efficient processing of reservations, ticketing and administration, and provision of clear, concise and accurate instructions 

• Supervise the team to facilitate the movement of guests by providing accurate and efficient processing of reservations, ticketing and administration, and giving clear, concise and accurate instructions to guests

• Supervise the team to provide accurate and efficient response upon guests’ enquiries via different channels with clear, concise and accurate instructions to enrich guest experience

• Handle and resolve complaints and complex enquiries from guests, review and evaluate service quality and effectiveness of Call Centre staff and take remedial action if required.

• Monitor and supervise the selling skills of the team to contribute to achieve the sales target.

• Contribute to the financial accountability of the department by the accurate and timely processing of payments and accounts, proactive management of security and change, reconciliation of daily sales, and collating package manifests for billing

• Assist the Assistant Manager - Ticketing & Guest Relations to implement operation plans and procedures. 

• Assist the team in special ticket system related projects including handle the system administration for price increase and other system enhancement works

• Handle any ad hoc projects assigned by the management if required.

Requirements:

• HKDSE / Diploma or above in guest service, tourism or hospitality related disciplines

• At least 4 years' relevant working experience in guest services of which 1 year should be at supervisory level

• Proven experience in the ticketing and reservation or related field

• Guest service oriented and possess strong leadership with good interpersonal skills, communications and collaboration skills 

• Well versed in MS Office

• Good command of spoken and written English and Chinese; Mandarin is an advantage 

(Candidate with less experience will be considered as Assistant Services Operations Supervisor)

We offer competitive remuneration packages, fringe benefits including free travel on MTR (spouse and children), discretionary bonus; 5-day work week; general public holidays, comprehensive training and career opportunity to the successful candidate.

Please submit your application addressing the aforementioned position and anticipated salary to [email protected], by fax to 21092896 or by mail to Human Resources and Corporate Services Department, 11 Tat Tung Road, Tung Chung, N.T..

The information provided by applicants will be treated in strict confidence and used solely for recruitment purpose. All unsuccessful applicants' information will be destroyed after 12 months.