Assistant Manager (Reservations & Call Centre)

Description

The Assistant Manager is responsible for delivering outstanding customer service to guests, hotels, and team members during the reservation process. This role also involves supporting the department's training initiatives and overseeing its performance management. Nextbeat Singapore Pte.Ltd. EA License Number: 22C1267

Responsibilities and Duties

Call Center Operations * Provide responses while anticipating and recognizing individual guest needs * Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc * Pass on requests in a timely and accurate manner to appropriate colleagues * Process in-room dining food orders with accuracy and efficiency * Input and access data in computer with accuracy and efficiency * Communicate pertinent guest information to designated departments/personnel * Promote hotel marketing programs * Provide responses while anticipating and recognizing individual guest needs * Coach team members to improve service performance Hotel Reservations * Process reservations by email, telephone, central reservation systems referral or from the sales/catering office, other hotel departments, and travel agents * Prepare letters of confirmation * Process cancellations and modifications and promptly * Process and monitor advance deposits/prepayment on reservations * Enter all room sales booking on a timely basis * Monitor team's compliance with property's standards and procedures for reservation operations Manage Team * Manage department’s performance to ensure guests' queries and requests are addressed in a timely and effective manner

Qualifications and Requirements

* At least 5 years of supervisory experience in a similar role within a luxury hotel. * Strong customer service skills are essential. * Excellent verbal and written communication skills required. * Must be willing to work a flexible schedule, including weekends. * Knowledge of hotel revenue management concepts, processes, and strategies. * Experience with hotel property management systems, extranets, and central reservation systems, along with an understanding of their functionalities.

Working Condition

Working hours

5 days/44 hours ( shift work including weekends and PH)