Call Centre Lead (Hotels)

Job Summary:

The Call Centre serves as the central communication hub of the Resort to provide guests with timely and professional assistance through phone, email and messaging channels. The Call Centre Lead handles a range of enquiries, requests and coordination with the relevant departments to meet and deliver excellent guest services to all guests. Monitor and manage the hotel’s telephone lines, ensuring busy or unanswered calls are followed up promptly.

Primary Responsibilities:

• Assist in overseeing the day-to-day activities of the Call Centre to ensure productivity and service quality
• Handle complex guest enquiries and escalate issues in a timely and effective manner for resolution
• Coordinate with other departments to resolve cross-functional issues impacting guest services
• Handle a wide range of guest requests such as in-room services, amenities, hotel facilities, wake-up calls, message handling and etc.
• Provide real-time support and coaching to the Call Centre Agents during calls or after-call reviews
• Assist in training new hires and conduct refresher training to the current team
• Ensure compliance with Company’s policies, procedures, and guest service standards
• Lead by example in delivering outstanding guest interactions
• Record and relay messages clearly and accurately, follow up to ensure job completion
• Support work scheduling and shift coverage planning as and when required
• Generate daily call statistics for review and rectification wherever applicable

Requirements:

• Minimum GCE ‘O’ level or its equivalent
• Minimum 2 years’ experience in Call Centre or Command Centre environment
• Strong guest service focus with knowledge of industry best practices
• Proficient in relevant computer applications such as OPERA, Knowcross, PABX, Wake-up Call System, Outlook and etc.
• Good leadership and supervisory skills, with ability to work effectively in a team environment
• Ability to work well under pressure and manage stress effectively