Call Center

5 days ago


Singapore NEW PARK PROPERTY PTE. LTD. Full time

The Reservations & Call Centre Supervisor ensure the smooth and efficient operations in the department by providing prompt and proper reservations & call centre service to achieve maximum room revenue. He/ she will contribute to the revenue targets set in annual budget, forecast and guest satisfaction.

He/ she will assist to Reservations & Call Centre Manager in overseeing the daily operations of the department, ensuring compliance of all brand standards and procedures.

**Reservations and Call Centre Duties and Responsibilities**:

- Has knowledge of the entire reservation procedure.
- Allocate daily tasks to Reservations team.
- Review reservation booked daily. Ensure all TARS and prepaid bookings are handled immediately.
- Review expected arrival report daily.
- Responsible for training staff.
- Responsible for implementation of policies and procedures.
- Responsible for recording all the bookings in system and correspondence file.
- Knowledgeable in hotel and guest room facilities/services and ensures reservations agents are equally knowledgeable.
- Monitoring brand standard telephone Manner and general performance of reservations staff daily.
- Ensure special handling of repeats guest and very VIP guest are observed by the team.
- Observes and ensures that brand standard proper telephone manners are maintained at all times.
- Follows up tentative bookings and update reservation status.
- Reviews no-show and cancelled reservations and processes charges according to hotel’s policy.
- Review room blocking for Long Stay Suites.
- Maintain cordial relations with commercial clients.
- Responsible for Reservations Department work schedule.
- Ensure all incoming calls in the hotels are handled and re-directed to other departments as needed
- Performs other duties as assigned.


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