Have you worked in a customer service environment where you enjoy working with people and go beyond to assist customers when in need? Do you also enjoy working with data so it guides you to assist customers and help in the decision-making process?

Wharf Hotels is looking for an energetic, multi-skilled person, with high emotional qualities to work with internal and external customers and their data mart.

The candidate should have a natural affinity to offer quality assistance and solutions, have an analytical mind to interpret data to identify gaps in service and business deliveries while being able to produce meaningful reports for executive use is equally important.
If you are qualified, we would like to hear from you!

About The Role

• Assist Group Director CRM, Loyalty & Partnership in the general operation, maintenance, reporting and administrative tasks associated with CRM, loyalty & partnership programmes.
• Monitor, maintain and report on the data acquisition growth and integrity of CRM tool – Responsys and campaign engagement.
• Be the first point of resource for general loyalty programme operations.
• Manage internal and external customer relationships.

• To maintain, update and keep integrity the DISCOVERY and Wharf Hotels Rewards programmes databases, closely monitor and manage reporting of members’ activity tracking, points and DISCOVERY Dollars earn and spend.
• To monitor and respond professionally verbally and in writing to any enquiries from internal or external customers received on membership programmes, retro claims and DISCOVERY dollars accumulation, rewards programme and hotel services, etc. via phone, email and GHA dashboard.
• Liaise with GHA, hotels’ various departments and stakeholders about DISCOVERY operations, member’s daily transactions, production allocation and verifications for DISCOVERY & Wharf Hotels Rewards.
• Produce monthly-consolidated DISCOVERY tracking reports, data acquisition to Loyalty & CRM Manager for distribution.
• CRM data acquisition weekly new profile inserts into Responsys database.
• Consolidate hotel properties’ Frequent Flyer Program (FFP) report, co-ordinate with FFP partners on the regular upload, mileage-verification, manage enquiries and complaints for FFP and invoicing administration.
• Program administration for Wharf Tai Pan and Wharf VIP members. 

Qualifications

Education: Bachelor’s Degree graduate in Hospitality Management, Marketing or data science related discipline preferred.

Experience: 1- 2 years of experience in hospitality industry, with direct experience in hotel customer services and data administration is an advantage.

Competencies: Good command of spoken and written English, spoken Cantonese and Mandarin. HTML language / Photoshop / CRM build a plus

Others: Friendly disposition. Organized, Tolerant and detail oriented. 

Wharf Hotels is Hong Kong’s heritage hotel management company, an Asian corporation recognising diverse cultures that celebrates The Spirit of Discovery.  Formerly known as Marco Polo Hotels Management Limited, Wharf Hotels is a wholly owned subsidiary of The Wharf (Holdings) Limited, currently operating 16 owned or managed hotels under luxury and premium brands Niccolo Hotels and Marco Polo Hotels in mainland China, Hong Kong SAR and the Philippines.

Honouring its Silk Road heritage, Wharf Hotels pays homage to the legendary spirit of travel, exploring and sharing experiences as the embodiment of Niccolo Hotels and Marco Polo Hotels, the essence of which can be found in each of its vibrant locations.