Mgr-Guest Experience

EDITION; Singapore; On-site; SGD 60,000 - 100,000; Full time

Benefits offered by this job

On-site convenience

Job summary

EDITION Hotels, part of Marriott International, seeks a Reservations Manager to oversee daily call center operations and staff performance at our Singapore location. You will train staff, support budgeting, and monitor call center metrics to optimize revenue opportunities and guest satisfaction.

The role requires leadership in a high-volume environment, with responsibilities including supervision in the Reservations Manager's absence and collaboration with the Guest Services team.

Qualifications

• Must have a Bachelor’s degree in Business, Hospitality or related field or a 2-year graduate degree.
• Minimum 3 years’ experience in a high-volume customer service call center with at least 1 year supervisory experience.
• Experience in managing daily call center operations and related budgets.

Responsibilities

• Oversees daily call center operations and staff performance.
• Provides resources to agents and monitors systems for efficiency.
• Assists with Reservations Management and forecasts data.
• Monitors metrics and drives customer satisfaction and loyalty.

Skills

Call center management

Staff supervision

Budgeting

Training delivery

Customer service

Performance metrics

Education

Bachelor’s degree in Business, Hospitality or related professional area

2-year graduate degree in Business, Hospitality or related professional area

Tools

Call center systems

Job description

Additional Information

Job Number 26139853

Job Category Rooms & Guest Services Operations

Location 38 Cuscaden Road, Singapore 249731, Singapore VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Management

Job Summary

Oversees daily call center operations to ensure that guests and potential guests receive efficient and effective telephone service and that revenue opportunities are maximized. Facilitates initial and ongoing training for the call center staff. Assists with the preparation and administration of the call center’ s operating and capital budgets. Monitors call center metrics and tracks statistics for current and historical analysis. Substitutes the Reservations Manager in their absence.

CANDIDATE PROFILE

Education and Experience

• Bachelor’s degree in Business, Hospitality or related professional area; minimum 3 years’ experience in a high volume customer service call center with a minimum of 1 year of supervisory experience

OR

• 2-year graduate degree from an accredited university in Business, Hospitality or related professional area; minimum 1 year of experience in a high volume customer service call center with 1 year of supervisory experience

CORE WORK ACTIVITIES

Managing Daily Call Center Activities

• Manages daily call center operations including staff performance, call center productivity and service standards.
• Provides all Call Center Agents with necessary resources to efficiently complete their daily job.
• Monitors all call center related systems.
• Assists Call Center Agents in handling guest complaints and resolving issues.

Assisting with Reservations Management

• Assists with Reservation and Ticketing management duties as required.
• Acts as the Reservations Manager in his or her absence.
• Monitors group reservation forecast data.
• Tracks no-show reservations and processes charges as needed.
• Checks daily arrivals to ensure all necessary billing instructions are applied to reservations

Monitoring Customer Services Goals

• Assists with the preparation and administration of the call center’s operating and capital budgets
• Monitors call center metrics such as call volume, abandonment rates and calls in queue to prepare forecasts and determine daily goals
• Tracks statistics for current and historical analysis
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.

Managing and Conducting Human Resource Activities

• Facilitates initial and ongoing training for the call center staff
• Assists with interviewing and selecting employees; makes suggestions and recommendations as to the hiring, firing, advancement, promotion or any other change of status of other employees are given particular weight.
• Directs the work of employees, including handling employee complaints and executing disciplinary action as appropriate
• Plans and apportions the work of employees, including setting and adjusting their rates of pay and hours of work
• Provides for the safety and security of the employees or the property

MANAGEMENT COMPETENCIES

Leadership

• Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
• Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
• Communications and Media - Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
• Devising Sales Approaches and Solutions - US Front Line Leader-Trying different and novel ways to deal with sales challenges and opportunities; taking courses of action or developing sales solutions that appropriately consider available facts, constraints, competitive circumstances, and probable consequences.
• Sales Ability: Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.
• Sales Call Facilitation - Verifying that a call serves its sales objectives; maximizing the productiveness of interactions by monitoring and building on customers’ cues.
• Sales Coaching - Providing timely coaching, guidance, and feedback to help others excel on the job and meet key accountabilities.
• Sales Disposition - Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.
• Sales Opportunity Analysis - Understanding and utilizing economic, financial, industry, and organizational data; accurately diagnosing customers’ business strengths, weaknesses, and key issues that can inform sales strategies and plans.
• Supporting Sales Implementations - Supporting customers during the implementation of sales contracts; seeking and taking appropriate actions on customer feedback; taking responsibility for customer satisfaction and loyalty. This includes alternative ways to inform and entertain via written, oral, and visual media.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

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.

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.

But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.

We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International.

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.