Total 2,793 F&B / Tourism / Hospitality job vacancies in SG_Ensign_Kallang Place, L8 (Left Wing)

Location: Boon lay

Job Descriptions:

Sales & Marketing Support:

• Support the Marketing Director in facilitating sales team activities, ensuring the smooth execution of promotional campaigns.
• Contribute to planning and executing marketing initiatives for both core and third-party brands.
• Manage relationships with third-party brand partners, coordinating various marketing activities.
• Create advertising materials for diverse channels, including digital, print, and social media.
• Collaborate with the sales team to develop materials for sales support, trade decks, retail in-store displays, online ads, and product catalogs.
• Effectively manage the marketing budget and activation process.
• Coordinate the company's participation in trade shows, exhibitions, and industry events.

Retail Marketing:

• Devise and implement marketing strategies to boost foot traffic and drive sales in the retail showroom.
• Execute specific marketing campaigns and events aimed at attracting potential customers and enhancing the overall retail experience.
• Supervise retail merchandising efforts to ensure effective product displays that attract customers and optimize sales.

Marketing Apps Maintenance:

• Oversee the continuous maintenance and updates of mobile apps, collaborating with external agencies.
• Monitor app performance, troubleshoot issues, and implement solutions for optimal functionality.
• Work closely with UX/UI designers to enhance user interfaces, conducting research and gathering feedback for continuous improvement.

Performance Tracking and Reporting:

• Analyze and monitor the performance of marketing campaigns and initiatives.
• Prepare regular sales reports and presentations to communicate the performance of sales and marketing efforts.

Job Requirements:

• Diploma in Business/Marketing.
• Minimum of 2-3 years of experience in FMCG trade marketing.
• Strong grasp of digital marketing and social media concepts.

Job Descriptions:

• Develop and implement effective sales strategies to surpass sales targets.
• Identify and pursue new business opportunities within the assigned territory or market segment.
• Cultivate and maintain strong relationships with new and existing clients, addressing their needs, and ensuring customer satisfaction.
• Conduct market research to stay informed about industry trends, competitor activities, and consumer preferences.
• Cultivate and sustain long-term relationships with key accounts and customers.
• Address customer inquiries and concerns promptly and professionally.
• Collaborate with internal teams, including marketing and logistics, to ensure seamless order processing and delivery.
• Ensure timely payment collection.
• Prepare regular sales reports encompassing sales forecasts, pipeline updates, and market intelligence.
• Present findings and recommendations to management to facilitate informed decision-making.
• Collaborate with the marketing team to formulate and execute marketing campaigns aligned with sales objectives.
• Represent company professionally with customers and vendors, adhering to the values of a world-class organization.
• Promote a culture of inclusiveness, teamwork, and cooperation, fostering the company's thriving and prospering throughout the organization.

Job Requirements:

• Demonstrated expertise in FMCG food sales or a related field.
• Possesses excellent communication, negotiation, and interpersonal skills.
• Proven track record of achieving and surpassing sales targets, driven by results.

Job Description:

• Market a portfolio of serviced residences in Singapore. Manage a portfolio of clients in accordance to designated account/industry distribution
• Expand and build long term business relationships with existing business by providing consistent sales services, telephone sales, visits, following up on inquiries and rapport building through corporate events
• Identify and develop new business in assigned cluster through telemarketing, sales activities, market research and networking
• Achieve monthly sales targets and KPIs
• Devise and implement marketing strategies, sales activities and networking
• Any other duties that are assigned by Management from time to time including assignment to any other department/projects commensurate with the experience, position of the individual and the requirement of the group. to maximise revenue opportunity. Conduct site inspections

Job Requirements:

• Diploma or Degree in Hospitality/ Tourism/ Hotel Management or equivalent
• At least 3 years of relevant experience, preferrably in hospitality industry
• Excellent communication, interpersonal, networking and organisational skills
• Strong negotiation and presentation skills
• Able to work well under pressure in a fast paced environment
• Ability to work both independently and as part of the team

• Handle end-to-end payroll processing for more than 700 employees - include monthly payroll and overtime processing, bonuses, bank upload, CPF submission, IR21 and IR8A submission etc and resolve any payroll errors.
• Perform monthly payroll-related journal entries, reports and salary reconciliations as well as other weekly, quarterly, monthly payroll reports.
• Prepare timely submission of IR8A, IR21 tax clearance, government-paid claims, NS make-up claims etc.
• Keep all payroll information and records and maintained in accordance with statutory requirements and support internal and external audits related matters.
• Arrange payroll information and templates for annual budgeting and forecasting.

Requirements:

• Diploma in HRM or equivalent
• At least 5 years of payroll experience in F&B/Retail Industry.
• Hands-on experience doing payroll processing for at least 500 headcount using Timesoft System.
• Highly meticulous and with an eye for detail.

If you are keen to apply for the position, kindly email your detailed resume in MS Word to [email protected]

Please note that only shortlisted candidates will be notified.

For more job opportunities, please visit our website at www.recruit-expert.com

EA Licence: 19C9701

Registration: R1326740

Salary base on experience

Benefits: AL, Medical Leave, Incentive

Requirement:

At least three years relevant experience in a similar capacity

Job Description

Preparing and creating beverage menu.

Maintain high standards of cleanliness in the bar, maintenance of bar equipment and set up of the bar.

Keep a clean record of monthly physical bar inventory of alcohol and bar equipment.

Planning cost control measures.

Coordinating with marketing person for promotional events.

Any other duties as and when required.

• Leading the team with positive attitude
• Daily sales report at the end of day shift, including attendance of staff
• To supervise and sign off beverage inventory as well as wastage record every month and submit by the end of the month.
• Manage budget and cost of food and beverage
• Scheduling of staff on duty
• Conduct daily briefing
• Training and supervising new/existing staff
• Petty cash and cash control
• Ensure that staff's food hygiene cert is up to date
• Customer complaint management
• Staff management and retention

Job Description:

• Be the primary liaison for hotels, efficiently addressing urgent and important requests.
• Ensure adherence to company policies during all engagements.
• Address inquiries and provide detailed explanations or arrange training sessions to support BUs efficiently.
• Continually enhance training materials and methodologies for optimal BU support.
• Timely processing of PRs and POs, ensuring the team’s workload is effectively managed.
• Engage in procurement process improvement projects, aiming for enhanced efficiency and effectiveness.
• Lead and mentor a 5,6-member team, ensuring adherence to policies and smooth operations.
• Document and address challenges promptly, escalating them when necessary.
• Gather and analyze feedback from the team and BUs to refine procurement processes.
• Actively participate in projects aimed at improving procurement processes and outcomes.
• Collaborate with diverse teams (IT, Finance and Operations) to optimize procurement practices.

Job Requirements:

• Minimum Education: Bachelor’s Degree in relevant field.
• Minimum 3 years of procurement experience, preferred to be related with hospitality industry.
• Ability to create framework and matrix from the ground up.

• Plan and direct food preparation and culinary activities
• Modify menus or create new ones that meet quality standards
• Estimate food requirements and food/labor costs
• Supervise kitchen staff’s activities
• Arrange for equipment purchases and repairs
• Recruit and manage kitchen staff
• Rectify arising problems or complaints
• Give prepared plates the “final touch”
• Perform administrative duties
• Comply with nutrition and sanitation regulations and safety standards
• Keep time and payroll records
• Maintain a positive and professional approach with coworkers and customers

Two Michelin-starred Saint Pierre is a modern French restaurant located at One Fullerton & we are looking for committed & experienced individuals to join our team.

Role Description:

• As a Pastry Sous Chef, the incumbent shall be working closely with the Pastry Chef in contributing towards the delivery of quality food to all guests at a consistent level while demonstrating an understanding of food hygiene and safety in the kitchen to set a good example for all junior chefs in the kitchen.
• The top priority of the Pastry Sous Chef is to ensure that all good production is achieved on a satisfactory level or beyond the service standards.
• The incumbent must assist the Chef De Cuisine and Pastry Chef in exercising cost controlling to minimise wastage and spoilage of kitchen resources.
• The Pastry Sous Chef has to demonstrate and practice high levels of working hygiene and safety in the kitchen at all times.

Requirements

• Degree in Culinary Arts / Pastry / Hospitality / Restaurant Managment / Restaurant Operations.
• Individuals with 5-7 years of experience in a fine dining restaurant/Michelin-starred establishment.

Please send your resume to [email protected]

The Commis Cook is responsible for being part of the culinary team in driving stellar business profitability and productivity, providing outstanding service and adhering to all established standards & procedures.

ACCOUNTABILITIES:

Responsibilities include upholding a positive culture, ensuring quality, taste & presentation with attention to each preparation, that builds our strong reputation and brand with loyal following:

1. Ensure every task is executed up to our strong standards, including mise en place.
2. Prepare, cook & plate with precision according to recipes set that meets the specifications in quality and presentation in a timely manner.
3. Avoid & minimise any food wastage, adhering to cost control measures with accuracy in the measurements of kitchen ingredients and food portions.
4. Adhere to set standards, procedures, department rules and sanitation requirements, constantly improving upon for further effectiveness.
5. Operate kitchen tools & equipment safely and responsibly, communicating any repairs needed.
6. Ensure all products received are of high quality & consistent as per specifications according to business needs, taking the necessary actions accordingly otherwise.
7. Conduct duties required for kitchen inventory with accuracy.
8. Deal with stock rotation and ensure proper food temperatures during preparation, cooking and organisation of storage. Maintain any food/ temperature logs accordingly.
9. Follow through all kitchen opening, closing and administrative duties as directed, clearly communicating any assistance required, or anticipations of excess or insufficient ingredients.
10. Constantly sharpen & strengthen culinary skills through training and/ or self-study, being a role model to any junior team members.
11. Adhere to the implementation of all action plans according to directions of the team.
12. Ensure high standards of hygiene, sanitation & cleanliness in all areas, with all workplace safety and hygiene regulatory guidelines followed at all times.
13. To maintain flexibility to perform other duties and projects as required and deemed necessary to support the Hotel’s overall business objectives.

KNOWLEDGE / QUALIFICATIONS:

1. A diploma holder preferably specializing in hotel/restaurant management or culinary arts, or equivalent experience is required. Minimum 2 years of relevant experience.

SKILLS:

1. Knowledgeable and passionate about European and Asian cuisine preferred, with the ability to multi-task & work efficiently under pressure.
2. Positive, attentive, adaptive, strong team player and well-disciplined with an eye for detail, whilst still having the ability to work independently with minimum supervision.

Duties and Supporting Responsibilities:

• Ensure a warm and genuine arrival and departure experience for all guests.
• Ensure proper, efficient and profitable functioning of the Front Office, which includes Reception, Guest Relations, Concierge, Oriental Club, Telephone and Business Centre.
• Ensure that all Guest Services Executives are groomed according to hotel standards.
• Maintain all department files and ensure that paperwork is kept to a minimum.
• Investigate complaints, address the department concerned and respond to guest.
• Raise accurate and detailed log entries for all incidents and occurrences in the hotel.
• Coordinate with Security with regards to any criminal acts or suspicious guest.
• Review the Daily Arrival Report for today and the following two days to ensure accuracy of information, history, services and amenities accorded.
• Serve as the Manager on Duty and available to guests at all times.
• Personally welcome guests in VIP guest, as well as repeat guests; recognize and anticipate their individual needs
• Ensure that Legendary Quality Standards, policies and procedures of the Hotel are properly understood and followed through.
• Perform aspects of human resources and training functions, including coaching, counseling, training, disciplinary actions, etc., for Guest Services Executives.
• Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of the team.
• Identify quality improvement trends and effectively communicate issue to the Front Office Manager.
• Handle guest complaints and comments relating to the department tactfully.
• Liaise with Concierge Manager, Reception Manager, Oriental Club Manager, and Telecommunications Manager to co-ordinate on staffing levels according to daily movements.
• Initiates new procedures to increase efficiency, productivity and maximum guest satisfaction.
• Identify training needs and implements effective training program.
• Train colleagues on new work processes, understanding of policies and procedures.
• Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department.
• Perform any other reasonable duties as required by the Front Office Manager.

Requirements

• At least 3 years of working experience as a Duty Manager in hotel industry is required for this position.
• Willing to work rotationary shifts, weekends and public holidays.

JOB RESPONSIBILITIES

• Manage full sets of accounts includes performing daily accounting & finance duties such as receivables and payables processes, general ledger, tax and bank reconciliation, etc.
• A/R functions – Able to reconcile the sales with credit cards, delivery platforms, etc commission to ensure revenue settlement are in balance
• A/P functions – Liaise with suppliers on discrepancies in invoices, and process payment via online banking transfer or TT
• Prepare monthly audit schedules (fixed assets register, prepayment and accrual etc) and bank reconciliations etc
• Manage timely closing process and reconciliations, including intercompany transactions;
• Handle quarterly GST preparation and submission.
• Liaise with external auditors.
• Process petty cash float requests, staff expenses claims, and ensure all payments made are captured in the system.
• Assisting for financial report and management reporting
• Cash flow management
• Assist for budget and forecast
• Any other ad-hoc duties as assigned.

JOB REQUIREMENTS

• Diploma/Degree in Accountancy
• At least 4 years of related working experience
• Able to work independently with minimum supervision
• Dependable, responsible and possess positive working attitude
• Possess initiative and able to organize and prioritize work
• With experience of using accounting software, knowledge of Netsuite is a plus
• Able to work independently under tight schedules
• Advantage to have experience in F&B industry

Applicant must have good knowledge of Restaurant operations . Day today plannigf of the activity like duty Roster ordering , handling sullpiers taing different quotations for supplies. know of North Indian cuisine is a must . Bar operations has to be a dded advantage like bar setting Cocktails promotion and Wines . If required company will send for wine training . Work with the executive chef and plan menu. inventory , portion control

Key Responsibilities

• Oversees Main Kitchen Outlets (Hot Kitchen, Cold Kitchen, Butchery, Receiving and Dry Store)
• Plans in conjunction with the Executive Banquet Chef: Activities, promotions and implement menu according to the annual marketing plans
• Responsible and accountable for the overall food cost as well as kitchen supplies, energy costs and utensils
• Handle Guests' comments and complains and ensure corrective actions are taken timely
• Constantly involved in improving operations efficiency and improving food cost through strategic planning and forecasting
• Control manpower distribution throughout the kitchens, by overseeing the scheduling of all sections and makes adjustments by anticipating the Hotel's business
• Plan and supervise all menu implementations in a timely manner
• Create and develop new dishes and recipes by keeping up with the latest market trends
• Ensure that operation and processes comply to MOHG and FLHSS&E standards
• Any adhoc tasks assigned by the Executive Banquet Chef

Key Requirements

• Minimum three (3) years of experience in a same capacity as Banquet Chef in international luxury hotel groups
• Service-oriented team player with strong leadership and people skills
• Able to multi-task and work in a fast-paced environment

Summary of Responsibilities

• Communicate with respective Event management Manager / Executive to fully understand guests’ requirements
• Ensure that all function rooms are set up in accordance to the Banquet Event order
• Engage and coordinate with the meeting organizers to ensure that all pre-requested, including last minute requests are handled appropriately
• Ensure guest needs and expectations are met by providing an efficient and professional service
• Control staffing and casual labour cost, ensuring that work hours per deployed staff is properly utilized
• Administer post function report after each function by identifying any problems and suggesting solutions to the Director of Banquets
• Ensure cleanliness of function rooms and banquet areas at all times
• Ensure that all MOHG standards; MbMO, LRA, LQE and FLHSS&E are constantly monitored
• Handle adhoc special projects and assignments as assigned by Director of Banquet Operations

Job Requirements

• Able to do shift work and work on weekends (5 day work week)
• Service-oriented team player with excellent interpersonal and communication skills
• Able to multi-task and work under pressure in a fast pace environment
• Communicates with fluency in English

Job Description & Requirements

• Provide excellent Food & Beverage services to the guests according to the standards of the hotel
• Demonstrate thorough knowledge on products, menus and equipment
• Run a given section efficiently and smoothly;
• Monitor the quality and quantity of all food and beverage served​
• Possess GCE ‘N’ Level qualifications and above
• Prior experience in a similar capacity is an advantage
• Good command of spoken and written English
• Service oriented
• Cheerful and pleasant personality
• Able to work on rotating shifts, weekends and public holidays

Duties and Supporting Responsibilities

• To perform treatments on guests whilst maintaining the guest’s comfort at all times
• Be on time for appointments and thoroughly review appointments after completing each treatment
• Keep work area clean and neat at all times
• Follow all Standards and Procedures internally
• To ensure that a high standard of service is maintained throughout the Spa
• Assist in the operations of all spa departments as required:
• Front Desk
• Spa Retail Area
• Relaxation Area
• Preparation Room
• Sales and Marketing
• Spa Suites
• Report dysfunctional equipment to Treatment Supervisor
• To maintain inventory of supplies for the operations of the treatment rooms
• Maintain cleanliness and attention to detail in spa suites throughout shift
• To attend daily line-ups, weekly and monthly spa meetings
• Will be expected to assist and perform various demonstrations and events
• Have the ability to courteously interact and answer all spa and hotel related questions with guests
• Perform all treatments to the highest standards
• Assist in all areas of the spa as and when necessary. e.g. Relaxation area and Reception
• Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position, or assigned by your supervisor
• Perform all daily assigned spa therapist tasks

Requirements

• Possess a valid license or certificate in massage-related services (E.g. CIDESCO/CIBTAC/ITEC/WSQ qualifications)
• At least 1 year of experience as a Spa Therapist or equivalent roles

About the Restaurant

One of the most beautiful restaurants in Singapore, Cherry Garden offers an eclectic menu of Cantonese cuisine, presented with artistic modern flair. Using fresh, seasonal produce, the menu always offers authentic Cantonese dishes.

Summary of Responsibilities

• Assist Restaurant Chef with ordering, stock rotation, teaching and training colleagues
• Ensure that all Health and Safety legislation and guidelines are implemented, adhered to and reviewed regularly, in respect of kitchen production, employees, machinery, equipment and hygiene
• Produce all dishes and recipes to a high standard of quality and presentation
• Ensure all dishes are served at the correct portion size, quality and temperature
• Share responsibility with the Assistant Restaurant Chef for preparing kitchen-cleaning rosters, supervising cleaning schedules and signing off on a weekly basis
• Keep watch over various sections for the preparation, presentation and quality of food
• Ensure proper care and preparation is being upheld among the kitchen team
• Monitor the order and storage of products
• Responsible for receiving food and supplies, controlling and monitoring their temperatures, organizing the cooling and storage areas
• Assist in the rotation of products using the stickers and labels to avoid the product damage and minimize losses
• Ensure that all areas (inclusive of stewarding area) are clean, tidy, well managed and maintained

Job Requirements

• Minimum 3 years of related experience working in an Italian Restaurant (5-day work week)
• Able to work rotating shifts and on weekends
• Able to work under pressure, for extended hours in a humid and hot environment
• Able to work in a standing position for up to 8 hours
• Able to reach, bend, stoop and frequent lift up to 15kg or more; and occasionally lift/move 25kg
• Ability to multi-task

Executive Chef has to look after entire Kitchen operations and also work in hand with the manager for day to day operations. Menu planning has to be a must along with portion control and inventory management. Work with the director for menu planning and menu management . portion control and hygiene management is a must . To plan choosing suppliers also along with the group menu planning .knowledge of North Indian Cuisine is a must along with knowledge of tandoori Cuisine and also Curries along with sweet meat

JOB RESPONSIBILITIES

• Manage full sets of accounts includes performing daily accounting & finance duties such as receivables and payables processes, general ledger, tax and bank reconciliation, etc.
• A/R functions – Able to reconcile the sales with credit cards, delivery platforms, etc commission to ensure revenue settlement are in balance
• A/P functions – Liaise with suppliers on discrepancies in invoices, and process payment via online banking transfer or TT
• Prepare monthly audit schedules (fixed assets register, prepayment and accrual etc) and bank reconciliations etc
• Manage timely closing process and reconciliations, including intercompany transactions;
• Handle quarterly GST preparation and submission.
• Liaise with external auditors.
• Process petty cash float requests, staff expenses claims, and ensure all payments made are captured in the system.
• Assisting for financial report and management reporting
• Cash flow management
• Assist for budget and forecast
• Any other ad-hoc duties as assigned.

JOB REQUIREMENTS

• Diploma/Degree in Accountancy
• At least 4 years of related working experience
• Able to work independently with minimum supervision
• Dependable, responsible and possess positive working attitude
• Possess initiative and able to organize and prioritize work
• With experience of using accounting software, knowledge of Netsuite is a plus
• Able to work independently under tight schedules
• Advantage to have experience in F&B industry

We are a young cafe situated at Fookhai building, 5 minutes away from Chinatown MRT and we are looking for a passionate individual to join our team. We are looking for someone with a positive mindset, flexibility and an interest to learn and create. We are looking to groom our pioneer group of staff in an effort to expand this year.

Job responsibilities will include and is not limited to :

- preparing Gelato / Coffee ( experience is a bonus but not needed )

- take orders and serve customers

- prepare food in kitchen, we serve toasties, sandwiches, bar bites and some mains like curry chicken and mee rebus.

- be friendly

Please send resume to Randy @ 96725434 on whatsapp, or respond via the portal.

Job Summary-

The role of the Bar/Restuarant Floor Manager is to drive sales, ensure seamless daily operations of the outlet, staff efficiency and customer care.

Job Description-

• Ensure daily opening and closing duties in the outlet are properly executed.
• Manage all operational related tasks efficiently.
• Maintain a high level of customer service standard.
• Maintenance of the outlet.
• Ensure POS System is always operational and accurate.
• Commnunicate daily with FOH and BOH staff.
• Provide coordination and services for kitchen and service and door.
• Execute any other duties as requested by immediate superiors.

2- Administrative:

• Assist the reservations department.
• Ensure that all supplies and stocks in the outlet are enough for daily operations.
• Submit outlet nightly Log
• Ensure proper ordering, receiving and storage procedures are being followed.
• Menu formatting and printing.
• Updating of menu and POS system.
• Maintaining transport log.
• Execute any other duties as requested by immediate superiors.

Job Requirements:

• At least 3 years in Food & Service Operations.
• Min. Diploma/Degree in F&B management/Tourism/ Hospitality and related fields or extensive relevant Food & Service Operations of more than 6 years.
• Possess effective management skills.
• Good command of spoken English.
• Ability to work under pressure.
• PC literate with knowledge of Excel and Word.

Personality/Skills:

• Interpersonal- Teamwork
• Leadership- Coaching, Delegating, Responsibility, Building and Driving Team
• Personal Attributes- Honest, Trustworthy, Integrity, Sense of Humour, Calm

Summary of Responsibilities

• Attend daily briefing and ensure all job assignment duly carried out
• Greet and bid farewell to guests in a professional and warm manner
• Carry out suggestive selling
• Assist manager to ensure a smooth operation
• Ensure that all tables, chairs and operating equipment are clean and ready for service
• Respond proactively to guest queries and ensure appropriate action is taken in a timely fashion
• Assist cashier in preparing and presenting bill
• Read the outlet logbook daily to be informed of all information
• Maintain a high standard of personal grooming and portray a professional image at all times
• Assist and conduct all training as per assigned by Managers
• Any adhoc duties assigned by the Restaurant Manager

Job Requirements

• Service-oriented team player with excellent interpersonal and communication skills
• Able to multi-task and work under pressure in a fast pace environment
• Communicates with fluency in English

Responsibilities:

• Verify room status on morning report; report discrepancy of rooms; prioritize and update status of checkout rooms.
• Prepare and distribute assignment sheets to assigned staff and review priorities.
• Ensure that cleanliness and condition of each area meets designated standards. Directly contact respective personnel and relay any deficiencies to be corrected.​
• Inspect supply levels, cleanliness and organization of floor closets. Assign designated personnel to rectify any deficiencies​.
• Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
• Carry out other tasks as assigned by the supervisor

Requirements:

• Minimum N or O level qualifications
• Minimum two years experience in a similar role in the 5-star hotel
• A proven track record of maintaining superior standards of hotel cleanliness in a previous position or hotel
• Able to work on rotating shift, public holidays and/or weekends
• Meticulous and has an eye for details

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
• To assist with any other duties that may be assigned from time to time by the management

Requirement:

• 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
• Able to work rotating shifts including night shift, weekends and/or public holidays
• 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