Telephone Services Manager (Hotel)

Description

They are seeking an experienced Telephone Services Manager to oversee the daily operations of the hotel call centre (One Connect). This role plays a key part in ensuring seamless communication, guest satisfaction, and service excellence by leading a team of call centre professionals. EA License Number: 22C1267 EA Personnel: R22110252

Responsibilities and Duties

- Supervise and manage all guest calls, ensuring timely, courteous, and accurate responses. - Resolve escalated guest issues efficiently, providing appropriate solutions to maintain satisfaction. - Oversee email inquiries and ensure urgent matters are prioritized and resolved promptly. - Conduct daily handover logs, briefings, and ensure adherence to SOPs, company policies, and code of conduct. - Monitor call centre performance metrics (call volume, handling time, response rate, abandoned calls) and implement process improvements. - Conduct performance evaluations, provide constructive feedback, and recognize achievements. - Develop and deliver training programs covering customer service, communication, and problem-solving skills. - Provide onboarding training for new hires and ongoing coaching for team members. - Ensure team readiness with knowledge of Emergency Procedures and contingency plans. - Coordinate with hotel departments to ensure smooth communication and handling of guest requests. - Handle reservation-related tasks, including individual and group bookings with accurate input of guest details, rate codes, and billing instructions. - Support additional duties as assigned by management.

Qualifications and Requirements

- Minimum ‘N’ level certification. - At least 5 years’ experience in a call centre environment, with 2 years in a supervisory role, preferably within hospitality. - Strong background in handling escalated calls and guest issue resolution. - Familiarity with call centre metrics and performance management. - Excellent communication skills (verbal and written). - Strong customer service orientation, professionalism, and ability to handle high-pressure situations. - Strong organizational and multitasking abilities with keen attention to detail.