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- Supervisor - Hotel Reservations
- Position
- Supervisor - Hotel Reservations
- Department
- Resort Services and Support Operations
- Working Location
- Taipa / Cotai
- Post Date
- 07/12/2023
- Requirements
-
• Diploma Degree is required, Certification in hotel studies is an advantage
• Minimum 3 years' experience in a customer service environment and at least 1 year in a supervisory role
• At least 3 years’ experience in hotel or airline reservations is beneficial
• Working knowledge of the Call Centre System, Reservations System and CRM System
• Proficient in the use of Microsoft office applications such as Word, Excel, PowerPoint
• Candidates with GDS system knowledge or any Reservations Platform is an advantage
• Experience in using Micros Opera system preferred
• Excellent time management, organization, communication, and customer service skills
• Read, write, speak and understand English and Cantonese. Mandarin is preferred
• Meet the attendance guidelines and observe departmental and company policies
- Responsibilities
-
• To train & lead Hotel Reservations Services Agents to achieve a high level of service by providing on-the-job training
• Ensure that all Reservations Services Agents are making every effort to increase conversion rate by conducting random phone monitoring, providing necessary coaching and demonstrating effective reservation sales techniques for improvement
• Communicate closely with Front Office Department on room status changes
• Disseminate and ensure that all team members are briefed on any new promotions / new packages, changes in rate plans, SOPs and product information in timely manner
• Assist in any VIP reservations where required and ensuring that all VIP profiles are created
• Ensure all reservations hotlines are attended at all times and sufficient staffing is present to meet daily business demands
• Handle guest complaints in a professional and timely manner
• Establish and maintain a friendly, fun and high team-spirited working environment promoting a high-level of customer service to our guests
• In the absence of managers, Supervisor is to take a lead to oversee operations and ensure tasks are carried out in a timely manner
