广州招聘

Company Description

A unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Anantara and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.

    

Hospitality is at the heart of all we do at Anantara Vacation Club, including how we treat each team member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

    

    Job Description:    

    

Responsible for leading, guiding and developing a team of approximately 8-10 remote customer services supervisors specializing in handling owner’s feedback in the achievement of team productivity and service objectives.  

    

    

Owner Relations:  ensure customer complaints are addressed in a timely and conclusive manner. This includes all complaints relating to Club Points Ownerships, issues involving regulatory agency such as Consumer Protection Board matters, issues involving arbitration, local courts and other sensitive issues as deemed appropriate by AVC functional heads. The Customer Services Manager will execute both reactive and proactive strategies in conjunction with the Marketing, Sales and Club Services departments to address Guests and Club Points Owners’ complaints.

    

    

Resolutions: As directed by Assistant Director of Resolutions, the Customer Services Manager will assist in the review of (1) marketing material directed to consumers at large, including contest entry slips, direct mail pieces and Owner Referral material.  Administration of submissions to various jurisdictions as required; and (2) sales collateral used at sales preview galleries, including Disclosure Statement, T-Sheet, Owner’s Acknowledgement, Wall Boards, etc.

    

    

Native language proficiency in Mandarin is a key requirement for success in this role.  Additional proficiency in Cantonese and English will be highly regarded.

    

    

    

    

    

Key Responsibilities:

    

    

• Assist to manage the day-to-day operations of the Compliance department.  This includes hiring, training and performance reviews for Customer Service staff; review of consumer correspondence; interfacing with Legal, Sales, Club Services, Regulators, Club Points Owners and consumers as necessary; and coordinating efforts across division lines as required.

        

• Represent AVC in arbitration, mediation and local court cases. Prepare accurate and comprehensive documentation supporting AVC’s position.

        

• Prepare comprehensive monthly reports focusing on key issues of concern. Identify repetitive issues and address with appropriate management personnel.

        

• Review sales and marketing material directed to the consumer at large. Coordinate feedback with sales and marketing as necessary.

        

• Establish proactive relationships with regulatory agencies and public forums to ensure AVC are viewed in a positive light within the community.

        

• Special projects as assigned.

        

• To serve as the key contact point for our Club Owners, providing customer service and reservation service to Club Owners in the language of their choice.
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• To also liaise closely with the Contract Administration and Financial Services departments, ensuring sales contracts are processed and payments collected in an accurate and timely manner.

                

    

    

        

    

Employee Development:

    

    

·         Track and analyze individual team member performance data

    

·         Create development plans for each team member that contains positive, creative and effective ideas on ways they can improve their performance

    

·         Ensure team member understand and apply information presented during formal training sessions

    

·         Conduct informal training sessions of team members

    

·         Serve as a mentor for team member

    

·         Monitor team member as appropriate and provide feedback, which encourages development

    

    

Team Management:

    

    

·         Effectively communicate, at the team and individual levels

    

·         Conduct team meetings on a regular basis

    

·         Maintain an environment where excellence is rewarded, personal development encouraged

    

·         Maintain high employee satisfaction levels

    

·         Reward and recognize individual and team performance

    

    

Performance Management:

    

    

·         Understand, utilize and enforce department and company policy, procedures and standards

    

·         Measure and improve productivity, conduct, and quality standards / expectations

    

·         Prepare and conduct monthly and annual performance reviews

    

·         Document performance conversations and take appropriate corrective action.

    

    

Program and Product Administration:

    

    

·         Ensure team member properly use and communicate details of the products and programs

    

·         Resolve escalated servicing issues

    

·         Take supervisor calls from owners and handle until resolved

    

    

Administrative Duties:

    

    

·         Provide assistance to other departments (Training, Human Resources, etc.) as required

    

·         Assist in the selection of team member by conducting interviews

    

·         Provide frontline technical assistance (passwords, computer/phone problems) to agents

    

·         Conduct tours of team members who visit the office.

    

    

Personal Learning and Self-Improvement :

    

    

·         Assume full accountability for learning of new skills, techniques, programs, etc

    

·         Create and execute a development plan in concert with immediate Manager

    

·         Participate fully in coaching sessions and partner with immediate supervisor and others in development process

    

    

Qualifications:

    

    

·         High School Diploma or equivalent required with 4-year college degree preferred.

    

·          2 years leadership experience in a Customer Experience environment required.

    

·         Self-motivated, high energy, principled-based leadership qualities.

    

·         Ability to develop and motivate staff.

    

·         Sound judgment and critical thinking abilities.

    

·         Ability to prioritize and multi-task in a fast-paced environment.

    

·         Strong analytical skills including ability to review employee data and behavior to target coaching opportunities.

    

·         Demonstrated strong oral and written communication skills including confidence speaking in front of large groups.

    

·         Working knowledge of Microsoft Excel, Word,and PowerPoint.

    

        

What You'll Need To Succeed

    

·         MUST have good command of spoken and written ENGLISH language and be a Native Chinese.

    

·         Immaculate telephone manners and communication skills.

    

·         Excellent listening skills, critical-thinker with attention to detail.

    

·         Willing to work on rotating shifts (8:00 AM - 7:00 PM including weekends and public holidays)

    

·         Ability to conduct meeting.

    

·         Demonstrate high degree of integrity and confidentiality.

    

Anantara Vacation Club (AVC) is Asia's leader in the luxury Shared Ownership (timeshare) sector of the hospitality industry. With a regional collection of exquisite resorts, and global partnerships offering thousands of dream destinations, AVC exemplifies the highest standards for both its Owners and Associates.
安纳塔拉度假会是奢华产权共享服务业中的翘楚，在亚洲享誉盛名。安纳塔拉豪华度假会为拥有会籍的业主提供数以千计位于迷人国度的精选度假酒店,及其全球合作伙伴旗下的奢华酒店的别墅及套房。安纳塔拉度假会堪称高品质标准的典范。

Amidst a robust regional economy, AVC leads all competitors in innovation and progress. In 2012, AVC was crowned with se Asia property's award for Best‘Shared Ownership Development’, and Arda's Best‘New Owner Package’.
在快速增长的经济环境中, 安纳塔拉度假会带领着市场不断创新和进步。2012年，安纳塔拉度假会在南亚项目中荣获“产权共享发展”奖以及“新业主系列”奖。

Anantara Vacation Club's parent is one of Thailand's largest hospitality, retail and restaurant operators - Minor International. The company now employs over 25,000 service professionals at more than 30 hotels and resorts (with an additional 15 in the pre-opening phase), over 1,200 restaurants, some 35 spas and more than 300 retail outlets who have the pleasure of serving over 90 million customers in 20 countries every year.
安纳塔拉度假会的母公司是泰国***的酒店、零售和餐饮运营商之一——美诺（minor）国际集团。公司现在雇佣了超过25,000名的服务人员, 运营超过80家酒店、度假村和物业 (另外还有15家计划开业中), 超过1200家餐厅, 35间水疗中心和超过300个零售网点。每年服务于来自全世界20多个国家的9000多万客户。

“Due to AVC's rapid growth and success, we welcome dynamic competitive individuals who are eager to get excellent training and career opportunities in one of the fasting growing hospitality companies in Asia. Direct industry experience is not important. - our people have previously worked in many different areas including food & beverage, concierges, leisure & tourism, tour companies, tour guides, direct- sales, and off-site promotions.”
随着安纳塔拉度假会的快速成长和成功，我们热情期待渴望在一家急速发展亚洲业务的公司，为获得丰富的培训机会和良好的职业发展规划的充满活力和竞争力的精英加入我们。我们的同仁来自许多不同的行业领域，包括餐饮业，礼兵及休闲度假旅游产业，导游及旅游公司，直接销售和现场推广等众多领域。

Our associates live and work in some of the world's most exciting and beautiful locations, including Shanghai, Sanya, Hong Kong, Bangkok, Phuket, Koh Samui, Bali and Singapore.
我们的员工遍布世界上振奋人心和美丽的区域， 包括上海、三亚、香港、曼谷、普吉岛、苏梅岛、巴厘岛以及新加坡。

Line associate, supervisory, management and executive positions are available, in each of the following specialisations.
从普通员工、主管、部门经理，到公司高级行政人员，我们提供广阔的职位发展机会。

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