Telephone Services Manager

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Telephone Services Manager
role at
PARKROYAL COLLECTION Pickering, Singapore
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Join to apply for the
Telephone Services Manager
role at
PARKROYAL COLLECTION Pickering, Singapore
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Managed by the Pan Pacific Hotels Group, PARKROYAL COLLECTION Pickering, Singapore is an iconic hotel landmark with a stunning hotel-in-a-garden concept that incorporates energy-saving features throughout the building.
Our sustainable project design and green efforts have earned it numerous accolades including ‘World’s Leading Green City Hotel, 2024’ title at the prestigious World Travel Awards. The 367-room hotel offers uncomplicated, modern and efficient service and a team of hotel associates who find joy in real connections
The Role
Oversee all incoming calls from guests and ensure prompt, courteous and accurate responses to their inquiries, requests and concerns
Resolve escalated issues efficiently and provide appropriate solutions to ensure guest satisfaction
Update and conduct daily handover log and briefing to provide and elaborate latest and updated information to the team
Ensure the team always adhere to company policies, SOPs and acted according to the company code of conducts or employee handbook
Regularly monitor and respond to guest inquiries received through email, ensuring timely accurate responses. Prioritize urgent matters and delegate tasks within the team to ensure efficient handling of emails
Conduct regular performance evaluations, providing constructive feedback and recognition for accomplishments
Develop and deliver comprehensive training programs for One Connect team, focusing on customer service skills, product knowledge, communication techniques, and problem solving abilities. Ensure that the team are equipped with the necessary skills to provide exceptional service to guests
Provide new hires with on boarding training to familiarize them with One Connect processes, systems and customer service expectations
Offer ongoing guidance, coaching and support to the team to enhance their performance and identify opportunities for improvement
Monitor and analyse call centre metrics, such as call volume, average handling time, response time and abandoned rate. Identify trends, implement process improvements and develop strategies to optimize team performance and exceed service level goals
Fully aware with the Emergency Procedures and One Connect contingency plan in the event of any system down
Liaise with various hotel areas and departments to maintain and to ensure seamless communication and coordination of guests requests and concerns
Handle all reservation-related matters, including individual and group bookings, ensuring accurate input of details such as rate codes, room types, guest details, flight information, mode of guarantee, and cancellation policies.
Serve as the central point of contact for guests, responding professionally to all incoming and outgoing calls, emails, and messages, and transferring them accurately to the relevant departments.
To assist with any other duties that may be assigned from time to time by the management
Talent Profile
Minimum ‘N’ level certification
Minimum 5 years' experience with 2 years of supervisory experience in a Call Centre environment , preferably in the hospitality industry
Experience in handling escalated calls and resolving customer issues effectively
Familiarity with Call Centre metrics and performance management
Excellent verbal and written communication skills, with the ability to convey information clearly and concisely
Strong customer service orientation, with the ability to handle challenging situations with empathy and professionalism
Excellent organizational and multitasking abilities with attention to details
Able to work under stress and fast paced environment
Seniority level
Seniority level Mid-Senior level
Employment type
Employment type Full-time
Job function
Job function Other
Industries Hospitality
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