Resort Call Center Supervisor - Full Time

Job ID 1066541BR Location Lantau Island, Hong Kong Business Hong Kong Disneyland Resort Date posted Apr. 15, 2025

Apply Now

BENEFITS AND PERKS

Hong Kong Disneyland offers extensive benefits and perks to our cast members.

FRONTLINE TRANSPORTATION SUBSIDY
FRONTLINE DUTY MEAL SUBSIDY
OVERTIME & OVERNIGHT SHIFT PREMIUM
FULL-TIME YEAR-END DISCRETIONARY BONUS
CAST MEMBER DISCOUNTS (MERCHANDISE, FOOD & BEVERAGE, HOTELS)
COMPLIMENTARY PARK ADMISSION

"Working in the most magical place is so much fun!"

Timmy, Merchandise Host

Job Summary:

At the Hong Kong Disney Resort, Guests have the opportunity to experience not only our Magical Parks and Resort Hotels, but our service as well. That service begins with their very first phone call. Assisting Guests to create a magical experience just for them is the main role.

Responsibilities:

Conduct daily briefing to the team and update Resort Call Center Database information in timely basis to ensure information provided to Guests are accurate, and perform floor management and provide support to the team on daily regular basis
Handle incoming calls as Hosts and Guest comments or complaints escalated from subordinate
Update training materials and conduct training to the new hires and to the team for enhancing the quality of services provided to Guests
Prepare and cross check daily log sheets to ensure data quality, perform case investigation and identify root cause, and escalate to different internal partners for Guest's case handling
Lead the Resort familiarization, team building activities, mentor and mentee tea and snack sessions regularly to enhance communications among team
Ensure the team members are properly groomed, enriched their telephone etiquette, product and procedural knowledge in aim to improve operation efficiency and effectiveness
Conduct quality assurance to transactions and ensure accurate and consistent information delivered to Guests
Host coaching with team members on regular basis to drive performance improvement and deliver positive comments as recognition

Basic Qualifications:

Higher Diploma or above in hospitality or related disciplines
Minimum 3 years related working experience in hospitality or call center field
Excellent command of both spoken and written English, Cantonese and Mandarin. (Non Chinese speaking candidates are welcome!)
Good interpersonal, organizational and communication skills

Preferred Qualifications:

Preferably with previous work experience in Hotel, customer services, or tourism industry
Preferably with tertiary education qualification from Hotel, Hospitality or Tourism Management courses
Preferably with computer skills and knowledge in Microsoft Office applications (Word, Excel, PowerPoint) and Chinese word processing

＃LI-DNI

Additional Information:

SCHEDULE AVAILABILITY
Our Theme Park and Resort Hotels operate 365 days a year. Candidates will need to work shifts according to a roster that is determined by the Company, including shifts on Saturdays, Sundays and Public Holidays.

SUBMITTING YOUR APPLICATION
After clicking “Apply for this job” below, the employment application will open in a new window. Please complete ALL pages of the application in ENGLISH by clicking “Next” on each page, then “Submit” on the final page.

Keyword: hotelexp,hkdlaug,bazaarjob

Apply Now

About Hong Kong Disneyland Resort:

Hong Kong Disneyland Resort offers unforgettable, culturally distinctive Disney experiences for guests of all ages and backgrounds. Filled with your favorite Disney stories and characters, Hong Kong Disneyland Resort offers guests the opportunity to explore eight diverse lands that are home to award-winning, one-of-a-kind attractions and entertainment. Complete your adventure with stays at the resort’s luxurious Disney hotels. The magic doesn’t end at our doorstep; as a dedicated member of the local community that cares deeply about societal wellbeing, Hong Kong Disneyland Resort spreads its magic through community service programs that help families in need, boost creativity among children and families, encourage the protection of the environment and inspire healthier living.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Hongkong International Theme Parks Limited, which is part of a business we call Hong Kong Disneyland Resort.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email HKDL.Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Having technical issues? View the FAQs for help.