Assistant Telephone Services Manager (Hotel)

PARKROYAL PICKERING HOTEL PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading hotel in Singapore is seeking a Call Centre Manager to oversee daily operations and ensure exceptional customer service. The ideal candidate will have at least 5 years of experience, including 2 years in a supervisory role within a call centre. Responsibilities include managing team performance, conducting training, and handling escalated customer issues. Strong communication skills and the ability to thrive in a fast-paced environment are essential. Join us to enhance our guests' experience through effective team leadership and operational excellence.

Qualifications

• Minimum of 5 years' experience with 2 years of supervisory experience in a call centre environment.
• Familiarity with call centre metrics and performance management.
• Experience in resolving customer issues effectively.

Responsibilities

• Oversee all incoming calls ensuring prompt and accurate responses.
• Resolve escalated issues efficiently for guest satisfaction.
• Conduct regular performance evaluations and provide constructive feedback.
• Monitor and analyze call centre metrics for process improvements.
• Handle all reservation-related matters accurately.

Skills

Customer service orientation

Verbal and written communication

Handling escalated calls

Organizational and multitasking abilities

Education

Minimum ‘N’ level certification

Job description

Assisting in managing the hotel call centre (One Connect) daily operations, plays a pivotal role in ensuring smooth operations and exceptional customer service. Supervising and motivating the team, handling escalated customer issues and optimizing One Connect performance to meet or exceed established goals.

Responsibilities

• Oversee all incoming calls from guests and ensure prompt, courteous and accurate responses to their inquiries, requests and concerns
• Resolve escalated issues efficiently and provide appropriate solutions to ensure guest satisfaction
• Update and conduct daily handover log and briefing to provide and elaborate latest and updated information to the team
• Ensure the team always adheres to company policies, SOPs and acts according to the company code of conduct or employee handbook
• Regularly monitor and respond to guest inquiries received through email, ensuring timely accurate responses. Prioritize urgent matters and delegate tasks within the team to ensure efficient handling of emails
• Conduct regular performance evaluations, providing constructive feedback and recognition for accomplishments
• Develop and deliver comprehensive training programs for One Connect team, focusing on customer service skills, product knowledge, communication techniques, and problem solving abilities. Ensure that the team are equipped with the necessary skills to provide exceptional service to guests
• Provide new hires with onboarding training to familiarize them with One Connect processes, systems and customer service expectations
• Offer ongoing guidance, coaching and support to the team to enhance their performance and identify opportunities for improvement
• Monitor and analyse call centre metrics, such as call volume, average handling time, response time and abandoned rate. Identify trends, implement process improvements and develop strategies to optimize team performance and exceed service level goals
• Fully aware with the Emergency Procedures and One Connect contingency plan in the event of any system down
• Liaise with various hotel areas and departments to maintain and ensure seamless communication and coordination of guests requests and concerns
• Handle all reservation-related matters, including individual and group bookings, ensuring accurate input of details such as rate codes, room types, guest details, flight information, mode of guarantee, and cancellation policies.
• Serve as the central point of contact for guests, responding professionally to all incoming and outgoing calls, emails, and messages, and transferring them accurately to the relevant departments.
• To assist with any other duties that may be assigned from time to time by the management

Requirements

• Minimum ‘N’ level certification
• Minimum 5 years' experience with 2 years of supervisory experience in a Call Centre environment, preferably in the hospitality industry
• Experience in handling escalated calls and resolving customer issues effectively
• Familiarity with Call Centre metrics and performance management
• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely
• Strong customer service orientation, with the ability to handle challenging situations with empathy and professionalism
• Excellent organizational and multitasking abilities with attention to details
• Able to work under stress and fast paced environment