Shangri-La Hotel is seeking candidate for Service Manager - Telephone / Service position.
The Role
We have an exciting opportunity for an experienced Service Manager – Telephone / Service to join the team.
A passionate and dynamic professional colleague who would provide supervision, direction and leadership to all Service Centre personnel and who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.
As a Service Manager – Telephone / Service you are responsible for providing day‐to‐day supervision, direction and leadership to all Service Centre staff in accordance with the objectives, performance and quality standards established by Shangri‐La Hotels and Resorts and the hotel. The role involves ensureing that the communication system of the hotel is well maintained and guest communication handled politely and efficiently and will include key responsibilities such as:
- To have complete knowledge of the operational systems at Telephone / Service Centre e.g. PABX / Call Centre System / Call Accounting Software.
- To have complete knowledge of Shangri‐La’s standard operating policies and procedures for the Service Centre.
- To have complete knowledge of Shangri‐La’s Programmes e.g. Golden Circle, Guest History, FFP.
- Supervising the Service Centre operation and work flow to maximize guests’ satisfaction.
- Identifing staff training requirements and service improvements areas.
- Supervising and guiding all staff to ensure that hotel’s policies and procedures are adhered to.
- Conducting daily and monthly meetings to highlight areas of improvement in the service aspects and obtain feedback.
- Creating a positive and highly motivated working environment that promotes and develops teamwork.
- Utilizing and developing communication tools and channels for the dissemination of information and workflow in the section.
- Ensuring all calls from guests and external calls are handled professionally and with care adhering to hotel’s and Shangri‐La policies and procedures.
Essential requirements
- A formal qualification in hospitality management would be preferred.
- Prior experience in an international class hotel will be desired.
- To be presentable, flexible and able to adapt to challenging environments.
- A team player, dependent, highly motivated and able to work independently with a high speed of execution.
- Strong influencing, interpersonal and communication skills.
Your experience
- 2 – 3 years’ industry experience in similar role in a in an international class hotel is preferred.
- Ability to manage hotel guests from multinational origin.
- Strong influencing & communication skills.
- Should possess an excellent command in oral and written English.
- Fluency in other languages will be a definite advantage.