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Service Manager - Telephone / Service at Shangri-La Hotel
Colombo

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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.

Contact Employer

If you are interested in this job, feel free to submit your info to the employer.

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