Assisting Guest Services Manager 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 adhere to company policies, SOPs and acted according to the company code of conducts 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 on boarding 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, including Front Desk, Guest Relations, Concierge & Bell, Reservation, Housekeeping, Food & Beverage, Sales & Catering and others to maintain and to ensure seamless communication and coordination of guests requests and concerns.
- Undertake any other duties that may be assigned from time to time by the Management.
Requirements:
- Possess minimum ‘N’ level certification
- Minimum of 2 years of experience in a Call Centre environment, preferably in the hospitality industry
- Previous experience in a leadership or supervisory role within a Call Centre setting
- 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
