Executive, Guest Correspondence - Singapore - RESORTS WORLD AT SENTOSA PTE. LTD.

Description

Job Responsibilities:

• Responsible of attending to Guest enquiries and feedback received via email, online platforms and on site
• Supervise a team of guest correspondence coordinators, and ensures consistency, quality and the provision of exemplar customer service via written and verbal manner
• Conduct tele conversation with Guests where applicable
• Ensures timely and appropriate responses and provide appropriate compensation where applicable, through proper documentation processes
• Motivate and drive the correspondence team to exceed expectations
• Provide coaching, counselling and guidance to team members in daily operations, ensuring compliance to departmental standards
• Perform various administrative duties and daily paperwork
• Ensure reports required are generated dutifully
• Ensure the efficient and effective management of the Lost & Found matters
• Work closely with cross departmental to achieve resolution for Guest feedback
• Work closely with the Area Manger and management team on monitoring and evaluating workflow processes and identify areas for improvement
• Assist management team in other duties assigned from time to time

Job Requirements:

• Diploma/Degree in Tourism or any other relevant discipline
• Service oriented with strong leadership skills, able to communicate effectively in English and a second language (preferably Mandarin)
• At least 3 years of relevant experience
• Complete fluency in English and excellent writing skills
• Familiar with Microsoft Office applications (e.g. Word, Excel, Powerpoint)

(Should the candidate be lacking in experience but has good qualities, we may offer a junior role with starting salary of $2,900/month instead)