Operation Supervisor - Japanese - KL (Hospitality) - Reservations Supervisor

Qualifications

• Minimum 2 years of experience within the hospitality industry (Hotel, Airline or Restaurant) in a guest-facing OR 3 years experience in supervisory role in Customer service or Contact Center environment is required
• University or College Degree in Hotel Administration or Hotel Management

Candidates must speak fluent English and Japanese

Pays attention to details and have strong customer service skills

Possess strong leadership and team management skills

A team player and takes initiative to assist other Team Members when required

Proven ability to recruit, train, motivate and direct a professional team

Proven track record in systems implementation and having worked in a start-up environment would be highly regarded

Analytical and objective in handling issues balancing business and customer objectives

Have impeccable follow-through; and “Can Do” attitude and mindset

Able to manage and prioritize workload

Excellent time management, organizational, communication and motivational skills

Well groomed and professional disposition

Must be willing to work any day of the week and on rotational shift when business requires

Responsibilities

Familiarize with all existing hotel business processes to understand the operating environment and thereby, establish all required business processes that are customer-centric and appropriate for hotel environment

To work with Revenue Management and other departments such as Front Office and Housekeeping in establishing all the required configurations in our property management system (PMS)

Participate in the various User Requirements discussions and be actively involved in the testing of applications related to Reservations such as PMS

Ensure that all required Wholesale allotments and rates are uploaded into the prescribed Property Management System are accurate and timely

Define all the required Key Performance Indicators critical to the operation and ensure that a mechanism is established to track, monitor and review

Establish an appropriate contingency plan in the event our reservation system is not available

Work with the various departments to establish key Service Level Agreements (SLAs) to ensure that support is rendered to the Reservations Department in a timely fashion; thus, achieving seamless guest experience

Develop strong working relationships with Travel Agents, Wholesalers and organizers to ensure optimal use of inventory allotment

Develop appropriate call scripts and all required information that is pertinent for Team Member’s use to deliver excellent customer service such as information of the resort

Ensure that all team members can cross- and up-sell the hotel’s products and services

To ensure that all team members are well-trained and ready for the property’s opening

Develop and maintain a highly-skilled and motivated team

Ensure that the day-to-day operation are running smoothly in accordance to prescribed requirements, i.e. Service Level, Abandon rate, Staffing, etc.

Ensure that established SLAs and KPIs are achieved monthly and appropriate actions are taken where required

Monitor that our staffing requirements are met daily by ensuring that the shift schedule is optimized, working in tandem with Systems and Technical Support team

Initiate the review of existing, and establish new business processes and policies (where required) impacting the Reservations team on a regular basis to ensure relevancy and taking a customer-focused approach

Promote the Hotel’s products and services

Maintain a high level of product and service knowledge about the hotel

Develop and maintain a regular pattern of sales calls

Prepare and execute action plans which increase reservation sales and associated business

Record and process reservations made by phone / fax / email

Process amendments to reservations such as extensions, early departures, etc

Manage “no show” reservations by investigation and recording of same

Record special billing arrangements for groups and conventions

Liaise with Front Office Manager, Finance Manager or sales for all reservations requiring credit approval

Maintain knowledge of special rates / offers / promotions

Review guest feedback and recommend appropriate actions to continuously improve our guest experience

Put in place a monitoring system that will ensure that all room blocks are monitored and re-evaluated at appropriate times

Ensure that all Wholesale blocks are monitored daily to ensure optimal occupancy is achieved

Achieve a high level of customer service delivery across operations

Identify areas for improvement in current work processes and recommend solutions to prevent recurrence of similar complaints and service issues to achieve greater customer experience

Work with Training Manager in developing and planning training plans for team members to achieve adequate job knowledge and skills on a continual basis

Establish and maintain a friendly, fun and high team-spirited working environment promoting a high-level of customer service to our guests

To provide coaching, mentoring and feedback to GSAs, Managers and Supervisors to improve efficiency and delivery to all our guests

Manage all service issues in a timely and professional manner and escalate accordingly where required

Compile reports on No-Show for guaranteed reservation billing and future business forecasting

Ensure that all objectives / deliverables are achieved in a timely manner

Able to organize staffing effectively in the situation of sudden increases in business volume

Any other responsibilities that may be assigned from time to time

A minimum of 3 years experience in the capacity of Reservations position in an established international brand

The successful candidate will have a substantial and successful background in Reservations Center of medium to large deluxe operations

Have worked in a call center environment is highly desired

Must be computer literate and have internet awareness

Have strong operational background driving operational and service excellence