Job Descriptions
- Oversee hotel telephone operations, including staffing, scheduling, and performance management.
- Train, mentor, and evaluate telephone operators to ensure high standards of customer service.
- Develop and implement procedures and best practices to improve efficiency and guest satisfaction.
- Monitor call metrics and analyze data to identify trends, areas for improvement, and opportunities for increased performance.
- Handle escalated guest issues and complex reservations, providing effective solutions and maintaining positive guest relations.
- Collaborate with other hotel departments to ensure smooth coordination and information flow.
Requirements
- Proven experience in a call center management role, preferably within the hospitality industry.
- Strong leadership and team management skills.
- Excellent communication and problem-solving abilities.
- Able to work rotating shifts, weekends and public holidays
