Assistant Call Center Manager

Job Purpose:
The Assistant Call Center Manager, working alongside the Front Office Manager, is directly responsible for supervising the smooth operation of the Guest Service Call Center Team. Ensuring a seamless and positive guest experience via all telephone and messaging communications.

Duties and Responsibilities:
• Assist all callers in a friendly, prompt, and professional manner.
• Supervise daily call center team to meet guest and team expectations.
• Adheres to the practice that everyone sells, works in human resources, guest services and everyone is a lost prevention officer.
• Foster internal friendships in order to drive teamwork and achieve results.
• Follow up on any pending tasks from manager on duty reports accordingly.
• Promptly respond to all telephone calls in a pleasant manner within the third ring, using hotel’s telephone etiquette guidelines.
• Respond to hotel communication channels quickly and efficiently through incoming/outgoing calls, text messaging on Line/Facebook/WhatsApp/E-mails, and all other channels in the call center department.
• Receive and assist with all room service orders and minibar requests. Communicate accordingly to food and beverage department for accurate orders and special requests.
• Have thorough knowledge of room service menu/pricing/promotions and provide upselling opportunities.
• Receive and assist with all food and beverage outlet dining reservations of the hotel.
• Have thorough knowledge of all food and beverage outlets menu/pricing/promotions/events.
• Log all special telephone requests for screen calls and DND requests.
• Record and conduct wake-up calls accurately. Ensuring log is updated daily.
• Communicate efficiently with housekeeping, engineering, guest experience, front desk, leadership, for any guest/visitor issues and follow up to ensure tasks are complete.
• Be familiar of all in house telephone extensions.
• Promote hotel outlets to all callers and guests positively.
• Encourage up-selling where possible to maximize hotel revenue.
• Attain thorough knowledge of all hotel outlets/hours of operations/offerings/promotions/daily events/local area/group activities/VIPs/in house guests/concierge services.
• Be familiar of room rates, room packages, room promotions, and occupancy levels.
• Assist with room reservation calls for modifications, bookings, and cancellations when needed.
• Organize and prepare guest written messages in a timely manner.
• Liaise with guest experience team and all other departments of the hotel in handling all guest requests.
• Have full knowledge of hotel’s telephone and messaging operating systems, POS systems and PMS systems.
• Maintain an up-to-date directory of all internal extensions, including telephone/copy/printer (color and black) price sheet.
• Maintain a clean and organized workspace. Ensuring office noise levels are not disrupting any calls.
• Ensuring and monitor all headsets/workstations are in order, escalating to IT and Front Office Manager of any repairs.
• Preparing all telephone/messaging system reporting and data to improve processes, ensure resources are properly allocated, and maximize efficiency and caller’s satisfaction.
• Evaluate performance with key metrics regarding accuracy, call-waiting times, numbers of daily incoming/outgoing calls/written communications to improve efficiency and guest experiences.
• Resolve guest complaints, ensuring guest satisfaction, escalate any unresolved matters to front office manager.
• Complete handover process to front office leadership team.
• Assist front office manager with team member scheduling of the call center team.
• Conduct pre-shift briefings to guest service call center staff to relay all pertinent guest information and operational requirements are shared. Review daily event sheet, in-house groups, participate in daily line up, and be knowledgeable about hotel facilities, updated on activities, promotions and happenings in the hotel.
• Monitor and maintain cleanliness and sanitation of assigned work areas.
• Assist in hiring and training of new staff.
• Provide a consistent level of guest recognition and deliver of personalized services.
• Provide positive feedback to staff daily.
• Encourage staff to anticipate guest needs.
• Motivate and provide a work environment which brings out the best in staff.
• Acknowledge staff successes and recognize contributions.
• Coach and provide feedback with staff when required.
• Be fully conversant with hotel fire & life safety/emergency procedures/guest evacuations.
• Report for duty on time wearing clean and complete uniform.
• Maintain a high standard of personal appearance and hygiene.
• Perform other duties assigned by leadership team.

Qualifications, Knowledge and Skills:
• Prior experience in a call center setting or hotel, with supervisory title required.
• Prior experience with opera a plus.
• Able to sit in long periods of time.
• Outstanding communication and interpersonal skills.
• Service oriented with an eye for details.
• Must be always well-presented and well-groomed.
• Excellent reading, writing and oral proficiency in English and Thai languages, additional languages a plus.
• Work flexible schedules and willing to work shift duties that will include days, evenings, overnight, and holidays.
• Strong communication, organization, problem-solving, follow up and telephone skills.
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