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