Main Duties and Responsibilities
- Overall in charge of daily Membership Operations.
- Cover Membership operations as MEC IC if needed, due to manpower shortage.
- Oversee monthly roster and ensure sufficient manpower deployment for daily operations, especially during public holidays and peak periods.
- Recruit part-time/contract staff for peak days and periods, including interns.
- Support performance appraisal for full-time/contract staff in Membership.
- Assist in HR-related matters for the operations team.
- Conduct refresher training sessions for new and existing staff periodically.
- Assist and conduct onsite and online User Acceptance Testing (UAT) for new PLUs.
- Act as first verifier for Online Refund Requests.
- Maintain Membership Operation SOPs and suggest updates if necessary.
- Investigate feedback from members/guests received onsite and online related to Membership Operations and staff service.
- Communicate new membership initiatives and promotions to the Membership Operations team via administrative instructions or emails.
- Handle onsite requests/enquiries (e.g., extension of caretaker vouchers, conversion to annual membership, etc.).
- Generate ideas to enhance member or guest experience at Membership & Experiences centres.
- Prepare monthly overtime records for review and update overtime records in AAS for approval.
- Prepare and submit Return/Void & Service Recovery reports monthly and quarterly.
- Prepare monthly feedback reports for review.
- Attend promotion and campaign briefings.
- Perform any other duties as assigned.
Requirements
- Degree in Marketing, Communications, Business, or equivalent.
- Preferably 4-5 years of relevant experience in service, tourism, or integrated resorts industry.
- Excellent communication and written skills.
- Dynamic team player with a positive attitude.
- Self-motivated, resourceful, customer-oriented, and meticulous.
- Experience in customer service/guest experience/contact center is advantageous.
- Ability to thrive in a fast-paced environment, multitask, and meet deadlines.
- Proficient in Microsoft Office, Galaxy, and CRM+ system.
- Willing to travel to different locations.
- Available to work on weekdays, weekends, and public holidays.
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