Assistant One Connect Manager (Hotel Call Centre)

PARKROYAL PICKERING HOTEL PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

PARKROYAL PICKERING HOTEL PTE. LTD. invites applications for a seasoned guest services supervisor to oversee the One Connect team and ensure smooth day-to-day operations.

You will mentor staff, champion service excellence, and coordinate with hotel departments to deliver personalised guest experiences. The role requires at least 5 years in hotel call centre operations with 2 years in a supervisory capacity, a Diploma in hospitality, and proficiency in Opera Cloud and MS Office.

Qualifications

• At least 5 years experience with minimum 2 years' supervisory experience in hotel call centre operations.
• Diploma qualification in hospitality management.
• Proficient in PMS Opera Cloud and Microsoft Office.
• Customer-focused mindset with a high level of flexibility and adaptability.
• Strong communication and teamwork skills.

Responsibilities

• Oversee day-to-day operations of the One Connect team during shifts.
• Support guests via calls, emails, and in-house inquiries.
• Coach and mentor associates; monitor performance and grooming.
• Liaise with Housekeeping, Sales, Security, and other departments.
• Ensure VIP arrivals are communicated proactively.
• Plan, organise and conduct on-the-job training for One Connect associates.
• Follow security protocols; report incidents to Security.
• Assist in emergencies evacuation.
• Carry out any other duties as assigned by superior.

Skills

Call centre ops

Leadership

Customer service

Communication

Coaching

Team player

Education

Diploma in hospitality management

Tools

Opera Cloud

MS Office

Job description

In this role, you will support to oversee the smooth day-to-day operations of our Hotel - One Connect team. You will champion exceptional guest experiences, mentoring the team and ensuring every interaction reflects PARKROYAL COLLECTION Pickering's commitment to service excellence.

Responsibilities:

• Support the team during shifts, handling all inbound calls with warmth, efficiency and professionalism.
• Assist guests with a wide range of requests including in-house restaurant enquiries, facility operating hours, lost-and-found, e-mail enquiries and invoice requests.
• Supervise, coach and mentor the One Connect team; monitor staff conduct, performance and grooming standards.
• Maintain thorough knowledge of room categories, amenities, rate structures and hotel facilities.
• Be well-versed in local attractions, transport, dining, conventions and cultural activities to provide tailored recommendations.
• Ensure prompt, courteous and diplomatic handling of guest feedback and complaints; escalated appropriately when needed.
• Liaise with all relevant departments (Housekeeping, Sales, Security, etc.) and ensure VIP arrivals are communicated proactively.
• Check emails at the start of each shift and follow upon outstanding actions; maintain the Guest Services Manager checklist file.
• Plan, organise and conduct on-the-job training (OJT) for One Connect associates; identify ongoing training needs.
• Adhere to security protocols; direct guests reporting incidents or thefts to the Security department and report property defects promptly.
• Assist in the evacuation of associates and guests during emergencies.
• Carry out any other duties and responsibilities as assigned by superior.

Requirements:

• At least 5 years experience with minimum 2 years' supervisory experience or demonstrated leadership skills with strong familiarity in hotel call centre operations.
• Minimum diploma qualification in hospitality management.
• Proficient in PMS Opera Cloud and Microsoft Office.
• Customer-focused mindset with a high level of flexibility and adaptability.
• Strong team player with a professional, positive demeanour
• Strong communication skills
• Able to work rotating shift including weekends and public holidays.