Job Description

Job Responsibilities * Supervise a team of guest correspondence coordinators, and ensures consistency, quality and the provision of exemplar customer service * Supervise resolution of guest complaints. This includes resolution of in-park and re Job Responsibilities Supervise a team of guest correspondence coordinators, and ensures consistency, quality and the provision of exemplar customer service Supervise resolution of guest complaints. This includes resolution of in-park and resort-wide matters Ensures timely and appropriate responses and sets up compensation where applicable, through proper documentation processes Motivate and drive the correspondence team to exceed expectations Provide coaching, counseling and guidance to team members in daily operations, ensuring compliance to departmental standards Ensure proper staffing levels and to plan the duty roster for the correspondence team Perform various administrative duties and daily paperwork Ensure reports required for the day are generated dutifully Ensure cleanliness and orderliness of work areas especially those in full view of guests Ensure the efficient and effective management of the Lost & Found counter Work closely with the Area Manger and management team on monitoring and evaluating work flow 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 Ability to speak Japanese or Korean will be an added advantage Familiar with Microsoft Office applications (e.g. Word, Excel, Powerpoint)