Vacancy

EXECUTIVE, MEMBER SERVICES

Description

Assist members and / or prospects for rooms’ reservation and utilization of their entitlement.

Tasks & Responsibilities

1.Reservation using CV
i. Attending daily incoming calls / faxes / emails from members & non-members using CV.
ii. Assisting members & non-members on CV enquiries/ availability.
iii. Make confirmation & forward the confirmation slip to members/ non-members.

2.Reservation using Entitlement
i. Collects / retrieves daily faxes / e-mails.
ii. Check on entitlement balance, expiry dates, payments, availability and weekdays & weekends before proceeding to book.
iii. Proceed / revert with the reservation confirmation and forward the confirmation slip to members.
I – Home based-Local reservation
i. Inform member on the reservation status, whether confirmed or not, especially on pending cases due to payment outstanding, insufficient entitlement or room availability.
ii. Follow-up on the pending cases from time-to-time basis.
II-Reciprocal reservation
i. Check on the procedures and quotas of reservation based on every individual reciprocal company.
ii. Forward the reservation to relevant reciprocal company for reservation.
iii. Revert to members once the reply is received.
iv. For confirmed case, will forward the confirmation to member.
v. For not confirmed case, will revert to member on the status and offers alternatives (if possible).
vi. Attending reciprocal company enquiries on resorts information, rooms’ availability, etc.
vii. Assisting incoming reservations from reciprocal company.
viii. Revert confirmation status to reciprocal company.
III-Pay when used reservation
i. Check on the pay when used budget for relevant resorts.
ii. Forward the reservation to relevant pay when used resorts for reservation.
iii. Revert to members once the reply is received.
iv. For confirmed case, will forward the confirmation to member.
v. For not confirmed case, will revert to member on the status and offer alternatives (if possible).

3.Achieve balanced score card targets and KPI.

4.Other assistance provided to members:
i. Answering members’ inquiry for SGIVCB.
ii. Check on their balance of entitlement and payment status
iii. Receiving payments - instalment and annual maintenance fees and prepare Daily Collection Reports.
iv. Explain on II enrolment, booking, exchange fee & etc.

5.Other task (ad-hoc basis)
i.Entitlement maintenance; -
a)Update/adjust members’ entitlement (for wrongly deduction)
b)Update/adjust members’ entitlement (upgrade & downgrade cases)
ii.Assisting on the Pay When Used budgets/invoices.

Accountabilities

1.To consistently behave in a manner that reflects the Group’s vision and core values with both internal and external stakeholders.
2.To foster teamwork with others by working with all stakeholders in the Group in a cooperative and friendly manner.
3.To regularly up-skill yourself through daily work experience, self-improvement and structured learning.
4.To keep abreast of latest trends involving your specific role as well as the industry that you are involved in.
5.To be fully aware of and be in full compliance with Group’s policies and procedures all times.
6.To be fully aware of and be in full compliance with all laws and regulations that affect your job functions or the industry you are involved in.
7.To exercise reasonable care and caution to ensure that the confidentiality of Company’s documents and all material information in relation to the business is not compromised.
8.To produce timely and accurate reporting of your business and operations under your care to achieve the objectives set by your superior(s).
9.To formulate and execute clear strategies to run the business or operations under your care to achieve the objectives set by your superior(s).

Competencies

1.Initiating action
2.Building customer loyalty
3.Continuous improvement
4.Work standard
5.Decision Making
6.Collaborating
7.Authenticity
8.Managing work

Education

SPM & above

Experience

Minimum 1 year and above

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