Foreman jobs in United States

• A minimum of 3 years experience in supervisory role in Customer service or Contact Center environment is required. Candidates who have hotel or tourism experience will have an added advantage
• University or College Degree in Hotel Administration or Hotel Management

• Candidates must speak fluent English and Mandarin

• The successful candidate will have a substantial and successful background in Call Center operations good organizational, ability to think critically analytical and problem solving skills of medium to large outfit

• Proficient in the use of Microsoft Office applications such as Microsoft Word, Excel, Power-point. Appropriate secretarial certification will be an added advantage

• Candidates with hotel system knowledge such as Extend and FCS (or similar) is ideal

• Candidates with telecommunication knowledge such as PBX and Mobile PDA management will be an added advantage

• Excellent verbal and written communication skills

• Ability to manage in a diverse environment with a focus on client and customer services is necessary. Must have the ability to handle multiple tasks simultaneously and work well under pressure

• Possess strong leadership, team management and Crisis Management Skills

• Must be willing to work any day of the week and on rotational shift or when business needs demands

• Work is carried out predominantly in the Express Service in Singapore but is subject to change to meet business/operational needs

• Have impeccable follow-through, and “Can Do” attitude and mindset

• Excellent time management, organizational, communication and motivation skills

• The preferred candidate is able to lead, possessed a positive, fun and enthusiastic personality

• Must be willing to work any day of the week and on rotational shift when business requires

As Supervisor, he/she is required to support and manage the day-to-day operational activities ofthe Express Service. Ensures an efficient workload/workforce balance through the effectiveutilization of assigned resources and administration of activities, in support of the organization’s

goals

• To work closely with Duty Manager to establish all required business processes that are customer-centric and appropriate for hotel environment

• Work closely with Duty Manager to develop Rewards and Recognition Program

• Ensure workload planning and work schedules of Guest Service Agents to support contact centre’s objectives and guests’ expectations

• To ensure team members are well-trained and operationally ready for the property’s opening and perform all duties in accordance with hotel policies and procedures

• Ensure that all the hotel products and information are updated

• To ensure events that happened during shifts are effectively communicated and handed over to the next shift

• To work with supporting departments to achieve smooth operation flow and deliver excellent service to our guests

• Work closely with EXPRESS SERVICE Manager and other unit managers to develop Rewards and Recognition Program

• Planning, organizing and directing team members to ensure the highest level of internal and external guests’ satisfaction

• To collaborate and work closely with all departments to elevate Premium Service Delivery

• Enhance safety in the entire contact centre environment at all times

• Any other responsibilities that may be assigned from time to time

  Post-Opening

• Track monitor relevant call statistics and work processes with the objective to find ways to continuously improve operational processes to ensure optimal efficiency and relevancy to hotel environment

• Maintain and improve the center’s real-time responsiveness to both internal and external customers

• Establish and maintain a friendly, fun, highly-skilled and team-spirited working environment promoting a high-level of customer service to our guest and an environment that encourages input from employee

• Ensure workload planning and work schedules of Guest Service Agents to support contact centre’s objectives and customers’ expectation

• Ensure that all the hotel products and information are updated and establish proper handover session

• To manage and supervise the day-to-day operations of the Center in collaboration with Guest Service Agents within the Department to ensure that the operation runs smoothly and at its optimal efficiency

• Manage and lead team towards achieving service excellence and all required KPIs and motivate, coach, mentor, guide and supervisor all team members towards a high performance team

• Provide feedback to team on productivity and quality results

• Planning, organizing and directing team members to ensure the highest level of internal and external guests’ satisfaction

• Any other responsibilities that may be assigned from time to time

• To collaborate and work closely with all departments to elevate Premium Service Delivery

• Enhance safety in the entire contact centre environment at all times