Reporting to the Senior Manager, Global Reservations, the Executive, Global Reservations provides a supporting role to both the Senior Manager and Manager to ensure the Ascott Reservations Offices worldwide continue to operate with high efficiency and world-class service standards.
Responsibilities
Property Content Setup and Support
- Proactively liaise with property managers to accurately structure, set up and oversee reservation confirmation templates and other property content within the Ascott’s reservation systems, to ensure the reservation offices worldwide are equipped with the most current property information
- Ensure the reservation contact centres’ knowledge base and canned responses are consistently and accurately updated with the current information for customer interactions
Contact Centre Operations
- Handle VIP interactions and escalations with a high level of professionalism, ensuring exemplary services tailored to our esteemed priority customers
- Support and ensure the smooth daily operations of the reservation contact centres
- Vigilantly monitor service levels & response times within the contact centres
- Develop, record, and maintain standards and guidelines for both the contact centre and reservation processes
System Management & Reporting
- Manage and support the infrastructure and systems of Ascott’s reservation contact centres including omnichannel cloud contact centre systems for the voice, email, chat, and digital channels
- Manage and support the contact centres’ telephony-related matters
- Manage and support Ascott’s reservation-related systems including PMS, survey system, etc
- Provide administrative support for the contact centres including system setups, UAT, user access management, etc
- Provide statistical reporting on the contact centres’ performance
Requirements
- Diploma, in Hospitality or equivalent
- Proficient in MS Office (Excel, Word, Outlook, PowerPoint)
- Good written and verbal communications skills
- Team player with strong interpersonal skills and a positive attitude
- Detail-oriented with good problem-solving capabilities
- Customer-focused mindset
- Previous working experience, preferably in a contact centre or reservations environment
Only shortlisted applicants will be notified.
