Responsibilities

• Lead and manage a team of Customer Service Executives in carrying out daily reservation operations in accordance with Shangri-La Hotels & Resorts standards and guidelines.
• Guide, coach and inspire the Worldwide Reservations and Shangri-La Circle Membership team to achieve individual, team and departmental objectives.
• Collaborate closely with SCCHK and CEPTGZ to execute engagement activities and promotional campaigns related to the membership program.
• Embrace change management initiatives and cultivate a growth mindset within the team.
• Foster open and effective communication among team members, colleagues and management.
• Acknowledge, encourage and reward team achievements to create a positive, productive and motivated work environment.
• Conduct regular team meetings and briefing sessions to communicate updates on processes, promotions and business initiatives.
• Review, formulate and impleme...