Guest Service Center Manager (Operator Manager)

Responsibilities

• Manage and supervise the hotel's telephone switchboard and related equipment.
• Ensure the smooth functioning of the telephone system, including extensions, lines, and voicemail systems.
• Troubleshoot and resolve any technical issues related to the telephone system, coordinating with the IT department or external vendors as needed.
• Implement and maintain standard operating procedures for the operation and usage of the telephone system.
• Lead, train, and supervise a team of telephone operators, ensuring they adhere to established protocols and service standards.
• Provide guidance, support, and ongoing training to operators, promoting a high level of professionalism, telephone etiquette, and customer service skills.
• Conduct regular performance evaluations, recognize outstanding performance, and identify areas for improvement, providing necessary training and coaching as required.
• Serve as the main point of contact for guests requiring assistance or information via telephone.
• Handle guest inquiries, requests, and complaints promptly, professionally, and courteously.
• Ensure all guest interactions are handled with the utmost care, providing accurate information and resolving issues to the guest's satisfaction.
• Coordinate with other hotel departments to fulfill guest requests and ensure seamless communication between departments.
• Continuously monitor the telephone system's performance to ensure optimal functionality and efficiency.
• Develop and implement effective procedures for call handling, including call routing, transferring, message taking, and room service order taking.
• Regularly review operational processes, identifying opportunities for improvement, and implementing solutions to enhance efficiency and guest satisfaction.
• Monitor call volumes and adjust staffing levels accordingly to ensure adequate coverage during peak times. o Ensure that all incoming inquiries via OKKAMI has been responsible of and delivered the assistance to all guest, for any inquiries that related to the relevant department shall raise up directly to each individual section Training and Development:
• Foster a positive and supportive work environment, promoting teamwork, motivation, and professional growth among the telephone operator team.
• Develop and implement emergency response protocols for the telephone operator team, ensuring they are well-prepared to handle emergency situations.
• Coordinate with other hotel departments during emergencies, providing support and information as necessary.
• Maintain a calm and composed demeanor when communicating critical information to guests or staff during emergencies.

Qualifications

• Bachelor degree in Hospitality Management, Business Administration or related fields.
• Minimum of 2 years as Guest Service Center Supervisor or minimum of 5 years' experience in overall Operator operations in a 4- or 5-star hotel. (preferably in a 5-star hotel)