Club Services Team Leader (Arabic Speaking)

September 18, 2024

Anantara Vacation Club

Company Description
A unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Anantara and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.

Job Description
As the Club Services Team Leader, you will be responsible for supervising and leading a team of coordinators within the Club Services department. You will focus on delivering exceptional customer service and reservations assistance to our Club Points Owners across various communication platforms and languages. Additionally, you will collaborate closely with other teams and departments to ensure accurate and timely processing of contracts and payments.
Key Responsibilities:
Leadership and Supervision:

Lead, mentor, and motivate team members to ensure productivity and excellence in customer service delivery.
Provide guidance, support, and ongoing training to team members to enhance their skills and performance.
Foster a positive and collaborative team environment that encourages open communication and teamwork.

Customer Service Excellence:

Oversee the provision of high-quality customer service to Club Points Owners through multiple communication channels, including phone, email, and chat.
Monitor Owner interactions to ensure adherence to service standards and policies.
Address escalated inquiries or complaints promptly and effectively, striving for satisfactory resolutions.

Reservation assistance:

Ensure that Club Points and other reservations are handled efficiently and accurately by the team.
Coordinate with relevant departments to facilitate seamless reservation processes and resolve any issues or discrepancies.

Interdepartmental and Partners Coordination:

Establish and maintain an excellent working relationship with exchange companies, alliance partners, Minor Hotels and other MINOR departments.

Encourage Points Use and use of Club Resorts:

To coach team members effectively in encouraging Club Points Owners to utilize their points and booking of Club Resorts.

Performance Monitoring and Reporting:

Generate regular reports on key performance indicators, such as customer satisfaction levels, reservation numbers, and team productivity.
Use data-driven insights to identify areas for improvement and implement corrective actions as necessary.

Qualifications

Bachelor degree (desirable)
Excellent in English and Arabic, both written and spoken forms. Other languages an advantage.
Minimum of 12 (twelve) months experience in a similar environment, preferably in a supervisory role.
Previous work experience in timeshare, hotel reservations department or hospitality related contact center.

Key Skills:

Excellent computer skills with a good understanding of reservation software systems.
Strong customer service ethics. Ability to handle one to one difficult situations and complaints from customers.
The ability to articulate ideas clearly, listen actively, and convey information effectively to inspire and motivate others.
Making informed decisions, even in challenging situations, by weighing alternatives, assessing risks, and considering the impact on the team and organization.
Emotional Intelligence: Understanding and managing one's emotions and the emotions of others to build strong relationships, resolve conflicts, and foster collaboration.
Highly developed interpersonal skills including the ability to coach people and develop a team culture (essential).
Team member with strong work ethics, flexible in approach and supportive of others (essential).

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