Description

KEY ACCOUNTABILITIES

Manages all aspects during the transition process of Macau as a new MFS property into the CCC. This process includes but is not limited to the, successful completion and updating of all database audits, introduction to key CCC management, and completion of all telephony setups
Manage the day-to-day operations of the Macau team ensuring that designated duties are performed as per required standards by all associates through brilliant execution of our operations and ensuring that resources are available at an optimal level
Be at the forefront of the Starwood Journey effort and rally the team to support and embrace the changes that are required in order to deliver on-brand customer service to our guests; working in close collaboration with key stakeholders of the brand (including training)
Help build associate awareness of the brand through constant communication and helping them to live the brand experience using various activities that will promote the awareness
Cultivate a motivated and working environment that rewards and recognizes associates for their performances through a variety of incentives and recognition programs
Foster a culture that encourages open communication and constant feedback. Build effective team work and inspire trust between the leadership team and associates. Build a fun working environment!
Actively engage with the associates to establish their involvement and participation to provide feedback and be the channel for change and constant improvement
Regularly review work processes to ensure maximization of efficiency and effectiveness - taking the opportunity to simplify procedures to enhance our customer experience and also increase the efficiency of our associates
Partner with Training and Human Resources leaders to develop organizational talent that will help retain high potential associates and provide career advancement opportunities within the CCC or other parts ofn Starwood's organization
Work closely with the respective teams in respect of recruitment and training of new associates to ensure that they understand and be familiar with the product
Works with individual properties while continually monitoring program performance and offering proactive suggestions to improve usage and satisfaction where applicable
Works to ensure the on-boarding of Macau as a new MARS property is completed successfully
Ensures exceptionally high customer service through an understanding of hotel operations and the internal CCC operations. Uses quantitative and qualitative measure (including formal customer feedback systems) and agreed upon standards to communicate performance results
Solicits new services through direct contact with Macau, offering special services (i.e. Key Account, Resconn, Starguest) and advising them how the services can support their property, assist them in improving customer service while reducing costs
Develop a retention plan in collaboration with HR to improve and ensure that attrition is at a reasonable level
Partner with teams such as Reservations, SPG, Intraday and other teams to maximize synergies and operational effectiveness and efficiency; thus, improving team occupancy
Work in close collaboration with the hotel teams in building good relations and working together to proactively resolve business issues
Build relationships with all levels, facilitating open communication and fostering team work
Create a high performance team culture through functional excellence and brilliant execution
Build a support structure that promotes continuous improvement through effective change
Analyzes hotel needs to establish a strong level of client & hotel satisfaction and provide additional data and services to hotel regarding their client reservations. Examples to include such items as adhoc reporting
Any other duties or projects that may be assigned by the Site Director from time to time


REQUIREMENTS

Four year College/University Degree in Business, Accounting, Marketing or equivalent is preferred
Professional certification in areas such as Customer Service, Operational Excellence or Leadership is an advantage
Minimum 5 years in a management capacity in a multi-national organization preferably in a Customer Contact Center environment with 2 or more years experience in a CCC Reservations environment
Preferred experience within Service Industry, with a focus on Hotel Reservations
Preferred Knowledge of property systems, such as Galaxy/Opera/Fidelio
Preferred Knowledge of equivalent Property Content Tool
Preferred experience working on a Global Team and/or Global Project
Preferred experience with compiling and analyzing key performance indicators
Experience in a role that demonstrates leadership and/or decision making
Flexibility to work a variety of time zonesStrong leadership skills in a global team environment
Must possess Exceptional Time Management skills
Superior oral and written communication skills. Proficiency in Mandarin and/or Cantonese is mandatory
Highly motivated to succeed
Demonstrated Get-it-done approach
Demonstrated Positive attitude
Exceptional human relations skills
Highly organized with the ability to prioritize
Strategic thinking skill set needed
Ability to analyze key performance indicators
Ability to maintain a high degree of confidentiality
Ability to apply sound decision making logic in a rapidly changing environment.
Exceptional people skills and lead by example to inspire trust and motivate to achieve high performance
Good change management and influencing skills
Proficient in Microsoft Suite of products at the following minimum level:
Excel- Intermediate
Word - Intermediate
Adobe Connect (Webinars)
PowerPoint
Microsoft Outlook
Internet - Basic knowledge

Contact Instructions:

[email protected]