Job Purpose: Answer incoming calls without delay and convert and upsell sales opportunities for restaurant reservations and other areas after hours (Spa, Rooms, Concierge). Identify guests’ needs and address their requests promptly and accurately, and handle reservations efficiently.

Key Responsibilities
Daily Operations

• Answer all incoming calls promptly and courteously
• Know and understand details about breakfast, lunch and dinner packages and promotions, and all Wynn Palace’s products, facilities and services
• Be familiar with Wynn Palace events and activities, and local Macau attractions, restaurants and shows and provide accurate information when requested
• Identify sales opportunities and convert and upsell into sales of packages and promotions
• Channel sales opportunities from group bookings to the Hotel Sales Department
• Dispatch requests and enquiries to Bell, Butler, Duty Manager, In-Room Dining, Engineering and Housekeeping when required
• Process requests for wake-up calls and conduct appropriate follow-through
• Accept and relay guests’ messages promptly, either manually, written or through voicemail system
• Log all “Do not disturb” and “Incognito” requests, telephone service requests, and after hours systems calls
• Cross-sell and process room and spa reservations when opportunities arise
• Maintain operating equipment in good working order
• Clean and tidy work equipment and areas
• Assist the Supervisor to prepare Guest Services Center performance reports and ensure deadlines are met
• Complete shift checklist and submit to Supervisor at the end of the shift. Conduct any necessary follow-up before leaving
• Assist and perform duties assigned by the Supervisor

Competencies and Requirements
Experience: Previous hospitality service experience at a five-star hotel an advantage
Education: Secondary school diploma or above
Knowledge/Certificates: Telephone sales and service
Language Ability: Fluent spoken and written Cantonese, Mandarin and English
Computer Skills: Proficient in MS Office and Outlook; intermediate in SDC, Opera, Respak, Maximo or FCS an advantage