About this role
REQ5558 Executive, Resorts Sales (Open)
POSITION SUMMARY:
Through telemarketing to retain and increase loyalty by serving as a personal contact to premium guests, to ensure excellent customer service with Melco established standards.
PRIMARY RESPONSIBILITIES:
• Call and contact potential and existing guests and invite them to Melco properties • Keep contact with guests to develop and sustain solid relationship with potential guests and nurturing existing relationships • Handle inbound calls from guests and answer inquiries • Arrange hotel rooms, transportation and other amenities for guests • Introduce properties’ promotion and facilities • Anticipation of guest needs prior to arrival and departure and organize for these needs to be met efficiently and effectively • Recognize guests’ special occasions including but not limited to birthday and anniversary • Manage database by ensuring guests’ contact and information update • Conduct telephone surveys to obtain guests’ preference and feedback, create database to maintain integrity and reliability of information obtained • Thorough understanding of company program • Perform other duties as assigned by the Company • Adhere to and act in accordance with all established policies and procedures of the Company
QUALIFICATIONS: Experience
• Telemarketing experience, familiar with resorts marketing or integrated resorts preferred
Education
• High school graduate or college education in Marketing or related field is an advantage
Skills / Competencies
• Target driven with respect to call volume and sales • Excellent telephone manner, be customer focused • Good communication skills • Proficient in English, Cantonese and Mandarin, other relevant language (Japanese / Korean / Thai) is an advantage • Respond calmly and make rational decisions when handling customers’ needs • Flexible working time, midnight shift not required