Manager, Reservations & Call Centre The Singapore EDITION

Singapore - Singapore

Monthly Salary: Not Disclosed

Posted on: 6 days ago

Vacancies: 1 Vacancy

Job Summary

Description

JOB SUMMARY

Oversees daily call center operations to ensure that guests and potential guests receive efficient and effective telephone service and that revenue opportunities are maximized. Facilitates initial and ongoing training for the call center staff. Assists with the preparation and administration of the call center s operating and capital budgets. Monitors call center metrics and tracks statistics for current and historical analysis. Substitutes the Reservations Manager in their absence.

CANDIDATE PROFILE

Education and Experience

Bachelors degree in Business Hospitality or related professional area; minimum 3 years experience in a high volume customer service call center with a minimum of 1 year of supervisory experience

2-year graduate degree from an accredited university in Business Hospitality or related professional area; minimum 1 year of experience in a high volume customer service call center with 1 year of supervisory experience

CORE WORK ACTIVITIES

Managing Daily Call Center Activities

Manages daily call center operations including staff performance call center productivity and service standards.
Provides all Call Center Agents with necessary resources to efficiently complete their daily job.
Monitors all call center related systems.
Assists Call Center Agents in handling guest complaints and resolving issues.

Assisting with Reservations Management

Assists with Reservation and Ticketing management duties as required.
Acts as the Reservations Manager in his or her absence.
Monitors group reservation forecast data.
Tracks no-show reservations and processes charges as needed.
Checks daily arrivals to ensure all necessary billing instructions are applied to reservations

Monitoring Customer Services Goals

Assists with the preparation and administration of the call centers operating and capital budgets
Monitors call center metrics such as call volume abandonment rates and calls in queue to prepare forecasts and determine daily goals
Tracks statistics for current and historical analysis
Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.

Managing and Conducting Human Resource Activities

Facilitates initial and ongoing training for the call center staff
Assists with interviewing and selecting employees; makes suggestions and recommendations as to the hiring firing advancement promotion or any other change of status of other employees are given particular weight.
Directs the work of employees including handling employee complaints and executing disciplinary action as appropriate
Plans and apportions the work of employees including setting and adjusting their rates of pay and hours of work
Provides for the safety and security of the employees or the property

MANAGEMENT COMPETENCIES

Leadership

Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.

Communication-Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..

Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts identifying and evaluating alternatives and their implications before making decisions and involving and gaining agreement from others when making key decisions.

Professional Demeanor- Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates focuses and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

Coworker Relationships - Interacts with others in a way that builds openness trust and confidence in the pursuit of organizational goals and lasting relationships.

Customer Relationships- Develops and sustains relationships based on an understanding of customer needs and actions consistent with the companys service standards.

Global Mindset -Supports employees and business partners with diverse styles abilities motivations and/or cultural perspectives; utilizes differences to drive innovation engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

Organizational Capability- Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

Talent Management- Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

Applied Learning- Seeks and makes the most of learning opportunities to improve performance of self and/or others.

Business Acumen -Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team business and administrative challenges.

Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.

Communications and Media- Knowledge of media production communication and dissemination techniques and methods. This includes alternative ways to inform and entertain via written oral and visual media.
- Devising Sales Approaches and Solutions-US Front Line Leader-Trying different and novel ways to deal with sales challenges and opportunities; taking courses of action or developing sales solutions that appropriately consider available facts constraints competitive circumstances and probable consequences.
- Sales Ability: Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product service or idea from prospects and clients.
- Sales Call Facilitation-Verifying that a call serves its sales objectives; maximizing the productiveness of interactions by monitoring and building on customers cues.
- Sales Coaching-Providing timely coaching guidance and feedback to help others excel on the job and meet key accountabilities.
- Sales Disposition-Demonstrating the traits inclinations and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.
- Sales Opportunity Analysis-Understanding and utilizing economic financial industry and organizational data; accurately diagnosing customers business strengths weaknesses and key issues that can inform sales strategies and plans.
- Supporting Sales Implementations-Supporting customers during the implementation of sales contracts; seeking and taking appropriate actions on customer feedback; taking responsibility for customer satisfaction and loyalty. This includes alternative ways to inform and entertain via written oral and visual media.

Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

Basic Computer Skills - Uses basic computer hardware and software (e.g. personal computers word processing software Internet browsers etc.).

Mathematical Reasoning - Demonstrates ability to add subtract multiply or divide quickly correctly and in a way that allows one to solve work-related issues.

Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

Reading Comprehension- Demonstrates understanding of written sentences and paragraphs in work-related documents.

Writing- Communicates effectively in writing as appropriate for the needs of the audience.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.

Required Experience:

Manager

DescriptionJOB SUMMARYOversees daily call center operations to ensure that guests and potential guests receive efficient and effective telephone service and that revenue opportunities are maximized. Facilitates initial and ongoing training for the call center staff. Assists with the preparation and ...