Service Call Centre Supervisor

工作簡介

Supervise and maintain efficient and courteous telephone services. Carry out proper training on subordinates to improve the standard of service. Ensure the smooth and efficient operational work and consistent performance standards in Telephone Services

工作職責

• Ensure that every call is attended to and greeted politely in a professional manner.
• Maintain up-to-date knowledge of the hotel and local services and communicate this to subordinates so they can supply information and respond to guest queries.
• Maintain an awareness of guest profiles through hotel PMS.
• Establish and control the duty roster according to the business needs.
• Report to the local telephone provider any faults or adjustments and changes in the communication equipment throughout the hotel after checking with the Service Call Center Manager, Front Office Manager, and other related departments.
• Deal with any complaints, take action where appropriate and communicate this to Service Call Center Manager and Front Office Manager.
• Oversee the day-to-day workflow of Guest Service Agents (PBX operators), ensuring prompt call patching, accurate message taking, and timely dispatch of guest requests.
• Conduct comprehensive onboarding and ongoing training for new and existing team members on telephone manners, system navigation, and hotel facilities/services.
• Any other relevant projects and duties as assigned by superior.

工作要求

• Diploma or Degree in Hotel Management.
• At least 5-year solid hotel operator experience or in similar capacity.
• With relevant working experiences in the hotel industry is preferred.
• Pleasant and service-oriented.
• Excellent telephone manner and interpersonal skills.
• Fluent English, Mandarin, and Cantonese.
• Able to work independently and on shift duty is required.

個人資料私隱

We are committed to protecting the privacy, confidentiality and security of the personal data that we hold by complying with the requirements of Personal Data Privacy Ordinance with respect to the management of personal data. Your personal data collected and kept by us, recorded and stored in electronic and paper format, will be used for the purpose of the recruitment purposes and it will be stored for the time period necessary for the purpose for which it was collected.

The provision of your personal data is voluntary, but any refusal to provide such data shall carry with it the impossibility to process the information. It will not be disclosed to any third parties for other unrelated purposes without your prior consent. You have the right to request for accessing and correcting your personal data held by us by contacting Human Resources Department directly at 2280 2906.

We are an equal opportunity employer who welcomes application from all qualified candidates. The information provided will be treated in strict confidence and used only for recruitment purposes. Candidates may be given consideration for other posts within the Group, and will be informed in due course. Applicants who do not hear from us within four weeks from the date of application may consider their application unsuccessful.