Supervisor, Outbound Sales

REQ8482 Supervisor, Outbound Sales (Open)

Melco Resorts & Entertainment in Cyprus

Melco Resorts & Entertainment (Melco) is the developer and operator of the upcoming integrated resort, City of Dreams Mediterranean, which is expected to be the largest and premier integrated resort in Europe. The Company’s unique blend of design, entertainment and quality sets the company apart, making it the global leader in premium integrated resorts. As recipient of more than 650 awards international, regional, and local awards, Melco’s esteemed achievements highlight the Company’s dedication to exceptional hospitality and service excellence. With its entire property portfolio honored with the top tier, Forbes Travel Guide Five-Star recognition, Melco leads among integrated resort operators in Asia. Melco’s four signature restaurants across Melco properties are honored by Michelin Guide Hong Kong Macau 2021 with a collective total of seven Michelin-stars. With its growing international presence and approximately 20,000 colleagues globally, Melco actively contributes to the communities in which it operates. The Company values colleagues as the heart of the business and was named one of the “Best Companies to Work for in Asia” by HR Asia for two consecutive years (2019-2020). Furthermore, Melco has received numerous accolades for its contributions to the community, including being named winner of “Community Award – Asia” at 2020 Industry Community Awards and being voted “Socially Responsible Operator of the Year” at International Gaming Awards 2019.

As part of Melco, City of Dreams Mediterranean will be driven by the Company’s commitment to excellence. It is set to be a world-leading integrated resort and landmark for Cyprus and the wider region, offering a range of attractions and entertainment options including luxury accommodation, fine dining, recreation and MICE facilities.  City of Dreams Mediterranean is set to boost tourism in Cyprus, attracting an additional 300,000 tourists annually and contributing significantly to alleviate seasonality. During the construction phase, City of Dreams Mediterranean is expected to create an estimated 4,000 local job opportunities, and approximately 2,500 permanent jobs once open.

Melco also operates Cyprus Casinos in Nicosia, Ayia Napa, Paphos and Limassol.

POSITION SUMMARY:

The Supervisor, Outbound Sales will be responsible for contacting current and potential customers to visit City of Dreams Mediterranean by offering a variety of marketing offers and complimentary. This position is responsible for achieving revenue targets through Key Performance Indicators set forth by the Manager, Outbound Sales. This position reports to Manager, Outbound Sales and manages schedule and performance of Agents, Outbound Sales.

PRIMARY RESPONSIBILITIES:

• Supports outbound sales team to achieve KPIs and revenue targets

• Manages schedules and performance of outbound sales team

• Responsible for meeting targets and service goals

• Actively participates in daily briefings and sales meetings

• Proactively approaches and qualifies new business and repeats visitation through phone calls, emails, or other means

• Identifies opportunities to reach new market segments and expand market share

• Must be able to follow scripts and respond to objections in a natural and persuasive manner

• Responds to incoming business opportunities in a timely manner as set by the Manager

• Answers telephone calls from potential customers who have shown interest via lead generation projects

• Interacts with guests to obtain feedback on product quality, service levels and effectively responds to guest problems and complaints

• Effectively communicates customer’s needs and challenges to Manager to ensure appropriate services are being offered and challenges are overcome

• Effectively develops relationships to strengthen and expand customer base

• Establishes client rapport, entertains qualified potential clients in accordance with the SOPs

• Ensures that current and prospective customer databases are maintained

• Performs other related duties as assigned

• Ensures the provision of professional and timely service to our customers, while maintaining a current knowledge of the City of Dreams Mediterranean (COD), C2Casinos and facilities

• Ensures all duties are performed in strict compliance with relevant policies and procedures set by the Cyprus Gaming Commission and Marketing Department operating procedures

• Ability to maintain confidentiality of information

• Implements Management decisions and helps to identify cost efficiencies on a day-to-day basis and ensures the operation runs effectively and efficiently in accordance with established service standards

• Ensures that constructive and productive working relationships as well as the timely and accurate dissemination of information is maintained with all other departments of COD Mediterranean and C2Casinos

• Identifies opportunities to reach new market segments and expand market share

• Performs ad hoc tasks as required by the Manager

QUALIFICATIONS:

Education

• Bachelor’s degree in Marketing, Hospitality, Business Administration or other.

Experience

• 3+ years’ experience in outbound sales, call centre, customer support, hospitality, forex, or any other industry

Skills / Competencies

• Ability to speak and write both Greek and English. Any other language such us: Hebrew, Arabic, Russian will be considered an advantage
• Possesses computer skills such as Excel, Word, PowerPoint, Outlook, etc

PERPERSONAL COMPETENCIES:

• Ability to work shift hours, weekends, and national bank holidays

• Displays a high level of Customer Service

• Excellent Prospecting skills and telephone selling skills

• Achieves agreed objectives and accepts accountability for results

• Displays a high commitment to delivering results

• Leads others to achieve business objectives

• Displays the highest level of integrity

• Ability to maintain discretion

• Self-motivated

• Approachable