Job Description
The Resort Call Center Supervisor at Hong Kong Disney Resort plays a crucial role in ensuring guests have a magical experience, starting from their first phone call. Responsibilities include conducting daily team briefings, updating resort databases, handling incoming calls, managing guest complaints, developing and delivering training materials, preparing daily logs, investigating cases, escalating issues to internal partners, leading team-building activities, mentoring team members, ensuring proper grooming and etiquette, conducting quality assurance, and providing coaching for performance improvement. The ideal candidate possesses excellent communication skills in English, Cantonese, and Mandarin, with a minimum of 3 years' experience in hospitality or call centers.
Good To Have:
- Hotel/tourism industry experience
- Tertiary education in hospitality
- Proficiency in Microsoft Office & Chinese word processing
Must Have:
- 3+ years hospitality/call center experience
- Excellent English, Cantonese, Mandarin
- Strong communication & interpersonal skills
- Daily briefing & database updates
- Guest complaint handling & case investigation
- Team training & mentoring
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 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
Basic Qualifications:
- 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. (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 industry
- Preferably with tertiary education qualification from Hotel, Hospitality or Tourism Management courses
- Preferably with computer skills and knowledge in Microsoft Office applications (Word, Excel, PowerPoint) and Chinese word processing
Additional Information:
SCHEDULE AVAILABILITYOur 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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