Manager, capella connects

1 month ago


Singapore Capella Full time

Position OverviewThe Assistant Manager, Capella Connects & Reservations provides guests, hotels, and fellow team members with exceptional customer service during the call reservation process. The individual also supports the training needs of the department and manages the department's performance.The RoleCall Center OperationsProvide responses while anticipating and recognizing individual guest needsAnswer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc.Pass on requests in a timely and accurate manner to appropriate colleaguesProcess in-room dining food orders with accuracy and efficiencyInput and access data in computer with accuracy and efficiencyCommunicate pertinent guest information to designated departments/personnelPromote hotel marketing programsCoach team members to improve service performanceHotel ReservationsProcess reservations by email, telephone, central reservation systems referral, or from the sales/catering office, other hotel departments, and travel agentsPrepare letters of confirmationProcess cancellations and modifications promptlyProcess and monitor advance deposits/prepayment on reservationsEnter all room sales bookings on a timely basisMonitor team's compliance with property's standards and procedures for reservation operationsManage TeamManage department's performance to ensure guests' queries and requests are addressed in a timely and effective mannerTalent ProfileMinimum Diploma in Hotel Management or equivalentMinimum 5 years of supervisory experience in a similar capacity at a luxury hotelKnowledge of hotel property management systemsKnowledge of extranets and central reservations systemsKnowledge of hotel revenue management concepts, processes, and strategies#J-18808-Ljbffr



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