We sat down with the lovely Min Jeon who is the Contact Centre Supervisor for SKYCITY. The Contact Centre operates 24/7 and receives over 10,000 enquiries each week, specifically they received 7160 phone calls and 6015 emails in the first week of July. CRAZY! Below are the questions we asked her and what she had to say...
What other roles have you held at SKYCITY?
I started as a receptionist for SKYCITY Hotel in 2015, and from there moved into a Duty Manager role. 2 months ago I moved into my current role as a Contact Centre Supervisor. SKYCITY is really good for career development and I am so lucky to have had the opportunity.
What does your current role entail?
Our team looks after both restaurant and hotel bookings and all other general phone calls and emails. My role is to ensure that our team deliver exceptional service to our guests as we are usually the first point of contact for a lot of SKYCITY guests, so I need to ensure we maintain our service level and our revenue goals are met. I also arrange the on going training services for our team and provide them with feedback on their performance.
What do you enjoy most about your current role?
I really enjoy that no two days are the same. For me, coming from an operational background in reception and now in a back of house role has given me a lot of insight into how the business is run.Its really interesting to see the different requirements for each department and now that I am able to understand the departments from both front of house and back of house I am able to provide feedback and ensure I am helping my team and our guests the best way possible.
What sorts of challenges do you encounter in your role?
SKYCITY is such a fast paced environment and the volume of calls and emails we receive each day can be really challenging. We try to get back to everyone as quickly as we can while still being able to help them out the best and most informative way possible without rushing them. We also occasionally get people that can be quite rude, so it can often be challenging trying to help these people as they are hard to communicate with, we just try to investigate their query and assist them the best way we can.
What did you do before you joined SKYCITY?
When I lived in Korea I was a tour agent. When I moved to New Zealand in 2011 I studied Hospitality Management at PIHMS (Pacific International Hotel Management School). While studying I worked as an intern at their hotel as a Room and Food and Beverage Attendant. Once I was graduated I moved to Auckland and got my first role as a receptionist at SKYCITY.
What do you enjoy about working at SKYCITY?
You NEVER get bored. There is always something happening and there is always something for you to be doing. I think it is exciting to see all of the development of the business that is happening. All of the current renovations happening at the moment makes me excited for the future of the business.
What advice would you give to anyone considering a role at SKYCITY?
SKYCITY has on-going learning and growth opportunities. It is a very busy and fast paced company which can be challenging at times. But if you show that you are passionate and enthusiastic in your role, you will be recognised and appreciated for that which is very rewarding.
Which of the SKYCITY employee benefits do you enjoy the most?
I really enjoy the external third party discounts that we receive (gym, movies, health insurance etc.) I think they're great! I also really enjoy having free Sky Tower access.
Is there anything about SKYCITY that makes it different to other work places in your opinion?
I think that we are such a large business with so many opportunities to constantly learn something new and move around the business internally makes us unique to other organisations. I think that our learning and development programmes such as our Emerging Leaders Programme, which I have been on myself provides so much development opportunity both personally and professionally.
Interested in a #WinningCareer at SKYCITY? Visit our careers website to find out more: www.skycitycareers.com
