Assistant Manager, Reservations & Call Centre - The Singapore EDITION

Additional Information

Job Number26082629

Job CategoryReservations

Location38 Cuscaden Road, Singapore, Singapore, Singapore, 249731

ScheduleFull Time

**Located Remotely?**N

Position Type Non-Management

POSITION SUMMARY

The Assistant Reservations and Call Centre Manager is responsible for overseeing the daily operations of the Reservations and Call Centre functions to ensure exceptional guest service, efficient call handling, accurate reservation management, and revenue optimization. This role supports the management of room inventory, group bookings, reservation procedures, team performance, and customer service standards while leading, coaching, and motivating the Reservations and Call Centre team.

Key Responsibilities

Reservations Management

• Oversee the accuracy of room blocks, reservations, group bookings, and market codes.
• Manage and process reservation requests, changes, and cancellations received through telephone, email, fax, and other communication channels.
• Identify guest accommodation requirements and recommend appropriate room types and rates.
• Verify room availability and ensure accurate reservation records within the reservation system.
• Explain guarantee policies, cancellation policies, special rates, and booking terms to guests.
• Handle and document special guest requests and ensure appropriate follow-up.
• Respond promptly to reservation challenges and work with relevant departments to secure suitable accommodations.
• Set up and maintain accurate billing arrangements in accordance with company accounting policies.
• Maximize revenue opportunities through effective up-selling, cross-selling, and room/package promotions.

Call Centre Operations

• Support the management of daily Call Centre operations to ensure service excellence and operational efficiency.
• Monitor call centre productivity, call quality, call monitoring activities, and service levels.
• Analyze call volume trends and assist with forecasting staffing requirements.
• Prepare and manage weekly schedules to ensure adequate coverage across all skill groups.
• Monitor key performance indicators (KPIs), including:
  • Call volume
  • Average talk time
  • Calls waiting in queue
  • Response times
  • Conversion and sales performance
• Prepare operational and performance reports and recommend process improvements.
• Ensure accurate maintenance of user profiles, system access, attendance records, and labor reports.
• Assist in maintaining and administering the work order and service ticket system.
• Serve as Manager on Duty (MOD) during assigned shifts.

Customer Service Excellence

• Ensure guests and potential guests receive professional, efficient, and courteous telephone service.
• Assist Call Centre Agents in handling guest complaints, service recovery situations, and complex reservation inquiries.
• Resolve guest concerns promptly or escalate issues to the appropriate department when required.
• Monitor and enforce adherence to approved service standards, communication protocols, and sales techniques.
• Promote a guest-centric culture by anticipating guest needs and delivering exceptional service experiences.
• Maintain comprehensive knowledge of hotel facilities, services, amenities, and room offerings.

Leadership & Team Management

• Assist with recruitment, onboarding, training, coaching, and development of Reservations and Call Centre team members.
• Monitor employee performance and provide ongoing feedback, guidance, and support.
• Conduct coaching sessions to improve service quality, productivity, and sales effectiveness.
• Support employee scheduling, attendance management, and workforce planning activities.
• Foster a positive work environment consistent with company values and culture.
• Act as a role model and support the implementation of the company's Guarantee of Fair Treatment/Open Door Policy.

Compliance & Standards

• Ensure complia