What are the responsibilities and job description for the Bilingual Call Center Agent (English/Japanese) - Aulani Resort (Hiring Immediately) position at Aulani, A Disney Resort & Spa?
Come and join the magic with Aulani, A Disney Resort and Spa! Perks and benefits may include :
100% full coverage of healthcare for you and your eligible dependents
Tuition paid upfront at network schools
Free lunch
Free parking
Free theme park admission and much more!
Operators are responsible for providing the Guest’s first experience with the Spirit of Aulani while answering phones and assisting Guests with pre-arrival needs. After their arrival, operators continue to provide great service as they assist our Guests in-house with questions and ensure their needs are met and exceeded. Operators also assist cast members and non guests with any questions or request.
Responsibilities :
Responsible for constant communication with Guests / Cast Members via a phone station
Must maintain a pleasant, engaging and positive demeanor while answering phone inquiries (“a smile in your voice”)
Answer phones, dispatch guest calls, cast member and assist with any questions or special requests.
Previous computer experience- requires use of internet and other application systems
High guest service expectations, initiative and ability to hold a conversation with a Guest
Must remain calm in highly stressful situations and be knowledgeable of emergency procedures
Requires high attention to detail and exceptional listening skills
Must have schedule flexibility
Must be knowledgeable about Resort offerings, Hawaiian islands knowledge and surrounding area knowledge
May also be cross utilized with the following roles, including, but not limited to :
Front Desk and Arrival Staff Agent – Check in / out process, greeting / welcoming arriving guests, assist guest with questions regarding their room, folio activity or hotel reservation
Concierge Agent - assist Guests with questions, directions, event schedules, dining reservations, hotel registration, and other services regarding hotels
Basic Qualifications :
Proficient in English and Japanese Language Required
Must have Graveyard availability
Previous cash handling experience
Previous computer experience
Ability to perform in a fast-paced and sometimes stressful working environment
Ability to multi task
Ability to confidently utilize service recovery methods
Enthusiastic about interacting and helping guests
Receptive to special requests
Willing to follow instructions and take direction
Availability Requirements :
Training Availability : 7-8 weeks of full availability (day AND evening) will be required immediately following the start date to complete the training
Additional Planned time off (vacations or non-paid time off) may not be available until the New Year.
Preferred Qualifications :
Knowledge of Japanese language is highly preferred
Knowledge of Hawaiian language preferred
Previous work experience in a Hotel / Front Desk environment
Previous experience in a high volume, fast paced office type environment < / sp
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