Operation Supervisor - Mandarin - KL (Hospitality) - Express Service Supervisor

Qualifications

• A minimum of 3 years experience in supervisory role in Customer service or Contact Center environment is required. Candidates who have hotel or tourism experience will have an added advantage
• University or College Degree in Hotel Administration or Hotel Management

Candidates must speak fluent English and Mandarin

The successful candidate will have a substantial and successful background in Call Center operations good organizational, ability to think critically analytical and problem solving skills of medium to large outfit

Proficient in the use of Microsoft Office applications such as Microsoft Word, Excel, Power-point. Appropriate secretarial certification will be an added advantage

Candidates with hotel system knowledge such as Extend and FCS (or similar) is ideal

Candidates with telecommunication knowledge such as PBX and Mobile PDA management will be an added advantage

Excellent verbal and written communication skills

Ability to manage in a diverse environment with a focus on client and customer services is necessary. Must have the ability to handle multiple tasks simultaneously and work well under pressure

Possess strong leadership, team management and Crisis Management Skills

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

Work is carried out predominantly in the Express Service in Singapore but is subject to change to meet business / operational needs

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

Excellent time management, organizational, communication and motivation skills

The preferred candidate is able to lead, possessed a positive, fun and enthusiastic personality

Responsibilities

As Supervisor, he / she is required to support and manage the day-to-day operational activities of the Express Service. Ensures an efficient workload / workforce balance through the effective utilization of assigned resources and administration of activities, in support of the organization’s

goals

To work closely with Duty Manager to establish all required business processes that are customer-centric and appropriate for hotel environment

Work closely with Duty Manager to develop Rewards and Recognition Program

Ensure workload planning and work schedules of Guest Service Agents to support contact centre’s objectives and guests’ expectations

To ensure team members are well-trained and operationally ready for the property’s opening and perform all duties in accordance with hotel policies and procedures

Ensure that all the hotel products and information are updated

To ensure events that happened during shifts are effectively communicated and handed over to the next shift

To work with supporting departments to achieve smooth operation flow and deliver excellent service to our guests

Work closely with EXPRESS SERVICE Manager and other unit managers to develop Rewards and Recognition Program

Planning, organizing and directing team members to ensure the highest level of internal and external guests’ satisfaction

To collaborate and work closely with all departments to elevate Premium Service Delivery

Enhance safety in the entire contact centre environment at all times

Any other responsibilities that may be assigned from time to time

Post-Opening

Track monitor relevant call statistics and work processes with the objective to find ways to continuously improve operational processes to ensure optimal efficiency and relevancy to hotel environment

Maintain and improve the center’s real-time responsiveness to both internal and external customers

Establish and maintain a friendly, fun, highly-skilled and team-spirited working environment promoting a high-level of customer service to our guest and an environment that encourages input from employee

Ensure workload planning and work schedules of Guest Service Agents to support contact centre’s objectives and customers’ expectation

Ensure that all the hotel products and information are updated and establish proper handover session

To manage and supervise the day-to-day operations of the Center in collaboration with Guest Service Agents within the Department to ensure that the operation runs smoothly and at its optimal efficiency

Manage and lead team towards achieving service excellence and all required KPIs and motivate, coach, mentor, guide and supervisor all team members towards a high performance team

Provide feedback to team on productivity and quality results

Planning, organizing and directing team members to ensure the highest level of internal and external guests’ satisfaction

Any other responsibilities that may be assigned from time to time

To collaborate and work closely with all departments to elevate Premium Service Delivery

Enhance safety in the entire contact centre environment at all times