Assistant Call Centre Manager - At Your Service

Marriott Hotels Resorts; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading hospitality company in Kuala Lumpur is seeking an Assistant Call Centre Manager to oversee guest check-ins, ensure excellent customer service, and support staff training. The ideal candidate will have at least 1 year of supervisory experience. This full-time role involves managing payments, maintaining quality standards, and fostering a positive working environment. Join a dynamic team where you can grow and deliver exceptional service to our valued guests.

Qualifications

• At least 1 year of related work experience.
• At least 1 year of supervisory experience.

Responsibilities

• Process guest check-ins and verify guest identities.
• Assist in training and coaching employees.
• Ensure adherence to quality standards.
• Balance and drop receipts.
• Manage cash handling and payment processes.

Skills

Supervisory Skills

Customer Service

Financial Management

Communication

Education

High school diploma or G.E.D. equivalent

Job description

Assistant Call Centre Manager - At Your Service

Job Description

POSITION SUMMARY

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

Supervisory Experience: At least 1 year of supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

About the Team

At Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure. Where others may settle for the usual, our guests see a chance to bring home a great story. And so do we. We’re looking for fellow spontaneous explorers to join our team to bring the spirit of the neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. In joining Renaissance Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, beginyour purpose,belongto an amazing globalteam, andbecomethe best version of you.

Job Info

• Job Identification 25191731
• Job Category Rooms & Guest Services Operations
• Posting Date 12/01/2025, 07:04 AM
• Apply Before 12/31/2025, 07:04 AM
• Job Schedule Full time
• Locations Corner of Jalan Sultan Ismail and Jalan Ampang, Kuala Lumpur, 50450, MY