Hong Kong Disneyland 香港招聘
RESORT CALL CENTER SUPERVISOR - FULL TIME
5-day week at Hong Kong Disneyland Resort:
When operational and business needs allow, our full time Cast Members / employees will be scheduled two days off per week.
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.
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 basis
Handle incoming calls as Hosts and Guest comments or complaints escalated from subordinate
Update training materials and conduct training to the new hires and to the team for enhancing the quality of services provided to Guests
Prepare 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 handling
Lead the Resort familiarization, team building activities, mentor and mentee tea and snack sessions regularly to enhance communications among team
Ensure the team members are properly groomed, enriched their telephone etiquette, product and procedural knowledge in aim to improve operation efficiency and effectiveness
Conduct quality assurance to transactions and ensure accurate and consistent information delivered to Guests. Host coaching with team members on regular basis to drive performance improvement and deliver positive comments as recognition
Higher Diploma or above in hospitality or related disciplines
Minimum 3 years related working experience in hospitality or call center field
Excellent command of both spoken and written English, Cantonese and Mandarin
Good interpersonal, organizational and communication skills
Solid experiences as team leader or supervisor at Hotel Call Center or Guest services will be an advantage
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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About Hong Kong Disneyland Resort:
Since Hong Kong Disneyland Resort opened in 2005, it has entertained millions of guests from Hong Kong, mainland China, Southeast Asia and farther abroad. As the first Disney resort in China, it features award-winning, first-of-its-kind entertainment offerings and guest services specially-designed for an international guest base, all brought to life by the resort’s multilingual cast members.
About The Walt Disney Company:
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
This position is with Hongkong International Theme Parks Ltd., which is part of a business segment we call Hong Kong Disneyland Resort.