Hong Kong Job Openings
The American Club Hong Kong
Member Services Executive
November 2, 2024
- College / University graduate in Hotel Management or equivalent
- Minimum 3 years customer service experience in the hospitality industry
- With a preferred 1-year supervisory experience or handling escalated issues
- Excellent interpersonal skills with above average English, Chinese preferred
- Available to work on shifts including weekends and public holidays
- Excellent organizational and time management skills
- Strong and effective communication skills with the ability to handle complicated enquiries and escalated issues
- Excellent verbal and written communication skills, with the ability to work through complex data or situations for an outcome
- A flexible approach to problem solving and working with others in a team environment
- Excellent common sense, with creativity, demonstrates initiative and proactiveness. Efficient and sound decision making
- Outgoing with effective communication with all levels of staff and members
- Able to work under pressure
- Positivity, enthusiasm, resilience, drive, and the ability to work autonomously
- Helpful with a service heart
- Daily operations of the Member Services Desk, email control, phone call handling and in person member, guest enquiry
- Support Club Events registration
- Provide Members and Guests with high quality, five-star, personalized service which is professional and efficient, warm and friendly Communicate with other departments to ensure members’ expectation on dining, Club & Private Events is met
- Handle Member concerns and feedback where appropriate, escalate to Manager or Senior Management where required
- Perform other duties/ad hoc projects as assigned by Member Services Manager
- Effectively answer inquires related to membership, Club facilities, Club events, Club App, booking of facilities, including the Maritime Society Membership visitor slots, the Club’s F&B outlets, as well as Private Rooms over phone and emails with a high degree of accuracy and attention to detail
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Assist the Member Services Manager on administration tasks and ensure the quality of service is measured and queries are followed through to maintain high services standards quality of service:
- Ensure calls are answered within 4 rings
- Respond to email promptly, preferably same business day but no later than 24 hours
- Performe daily tasks as per department checklists
- Escalate complexed bookings or scenarios to Member Services Manager
- Report incidents, escalations, lost & found items. Make sure the above are recorded and followed-up, with SOPs followed
Working location: Central & Tai Tam
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