The moment a guest makes an enquiry to the Call Centre, they will be in for a surprise. As a Call Centre Manager, you’ll deliver exceptional service to guests through excellent telephone service and answering their enquiries that exceeds their expectations as well as handling their Rooms Reservations. You’ll also create the warm atmosphere that makes our guests feel at home in any location.
A little taste of your day-to-day
Every day is different, but you’ll mostly be:
Work together with the Front Office Manager to manage, train and make improvements to the overall guest experience.
Be pro-active in day to day operations for Call Centre
Ensuring emails are responded in a timely manner
Agree on and implement actions to make improvements to both internal and external customer service.
Maximize sales and revenue for the hotel by maintaining a sales attitude at all times.
Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the related department.
Follow-up with guests to ensure satisfaction with problem resolution (service recovery).
Maintain guest history records to assist with returning guests.
Make sure all guest requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
Be available to assist on duty in the hotels during any busy days or special events.
Be proactive towards guests, assist them with any reasonable requests, and train all team members to anticipate guests’ needs.
Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary.
Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.
Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner.
Ensure that we provide on time wake-up call services for hotel guests.
Familiar with hotel operating system especially Opera PMS, HotSOS, PABX, table management system and Micros system.
Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.
Record all equipment and be familiar with the system and functions.
Describe, assign and delegate duties and authorities for the operation of the department at all times.
Plan and coordinate with the team, ensure adequate resources are available.
Coordinate with relevant departments to ensure request is followed-up and ensures follow-up procedures are maintained.
Communicate effectively with the F&B and Culinary teams to ensure in-room dining quality is as per hotel standard.
Be completely familiar with all emergency procedures and the fire system, ensuring that all Communications team members are familiar with the procedures too.
Ensure handovers information to the next shift.
Maintain in-depth technical knowledge and skills required for the job.
Maintain guest histories to assist with returning guests.
Attend and participate in regular operational and hotel meetings.
Carry out any other reasonable duties and responsibilities as requested by the Front Office Manager.
Understand the goals of the hotel and the department’s role in achieving them, communicating the goals to the team.
Understand departmental objectives for self and team, and work together to achieve the goal accordingly.
Keep the team up to date about departmental, hotel and company activities through regular communication meetings and memos including special events and promotions in the restaurants and bars.
Be aware of potential highs and lows in the business.
Complete regular financial and operating reports, as required or requested by the Front Office Manager.
Follow company control procedures, controlling costs without compromising standards.
Keep self-up to date and Introduce appropriate product knowledge courses to the team.
Understand relevant Health & Safety legislations and their implications on the department’s operation.
Communicate to the team their responsibilities within Health & Safety, ensuring that safe and healthy working practices are implemented at all times.
Maintain personal presentation to hotel and comply with IHG standards.
Ensure that all reporting and servicing deadlines are met on a timely basis.
Adhere to the hotel’s security and emergency policies and procedures
What we need from you
A minimum qualification of O levels of equivalent
At least 3 years of experience in the a supervisory level, including management experience
Strong sense of responsibility and self-motivation.
Patient and responsible to solve all problems.
Able to work under great physical and mental pressure.
Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance.
Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
Must speak fluent English. Other languages will be an added advantage
What you can expect from us
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.
So, join us and you’ll become part of our ever-growing global family.
