Call Center Manager / Assistant Call Center Manager
Job Purpose:
The Call Center Manager is directly responsible for overseeing the entire call center department to handle all requests and guest services needs by coaching, mentoring, and helping motivate the team to provide the best service.
Duties & Responsibilities:
- Assist all callers in a friendly, prompt, and professional manner.
- 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 team work and achieve results.
- Follow up on any pending tasks from colleagues and managers.
- 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 and outgoing calls, chat services, email, and all other communication channels within Call Center.
- Receive and assist with all in room dining orders and minibar requests. Communicate accordingly to food and beverage department for accurate orders and special requests.
- Have thorough knowledge of in room dining menu, pricing, promotions and provide upselling opportunities.
- Receive and assist with all food and beverage outlet dining reservation requests.
- Have thorough knowledge of all food and beverage outlets menu, pricing, promotions, events.
- Log all special telephone requests.
- Record and conduct wake-up calls accurately. Ensuring logs are updated daily.
- Communicate efficiently with housekeeping, engineering, guest experience, front desk, leadership, for any guest or 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.
- Attain thorough knowledge of all hotel outlets, hours of operations, offerings, promotions, daily events, local area, group activities, VIPs, in house guests, concierge services.
- Organize and prepare guest written messages in a timely manner.
- Liaise with guest experience team in handling all guest requests.
- Have full knowledge of hotel’s telephone and messaging operating systems, POS systems and PMS systems.
- Maintain a clean and organized workspace and office noise levels are not disrupting any calls.
- Prepares the monthly staff schedule for the department
- Prepares all Call Center monthly reports
- Identifies any issues relating to operating systems and works with front office manager and IT manager to resolve issues
- Provides training supports and onboarding process for all new Call Center Agents
- Coach and provide feedback with staff when required.
- Monitor team performance
- Reporting any faulty devices to management.
- Complete handover process for colleagues and management.
- Partake in shift briefings.
- Resolve guest complaints, ensuring guest satisfaction, escalate any unresolved matters to management.
- Provide a consistent level of guest recognition and deliver of personalized services.
- Be present in front of house areas when needed and assigned by leadership team to support operations.
- 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 desired.
- 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 language, additional languages a plus.
- Work flexible schedules and willing to work shift duties that will include days, evenings, night, and holidays.
- Strong communication, organization, problem-solving, follow up and telephone skills.