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
