Service Call Centre Supervisor

Job Overview

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

Responsibilities

• 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.

Requirements

• 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.

Personal Data Privacy

This Personal Information Collection Statement applies to the collection, use and handling of personal data by the employing company within Chinachem Group (the “Company”) pursuant to the Personal Data (Privacy) Ordinance (Cap. 486). “Chinachem Group” refers to Chinachem Group Holdings Limited and its holding companies, subsidiaries, affiliates and associated companies. The types of personal data the Company collects from you may include (1) your personal particulars (e.g. your name); (2) your contact information (e.g. telephone number or email address); and (3) your employment information (collectively “Personal Data”). The Personal Data you provide will be treated with utmost confidentiality and used for recruitment related purposes including the assessment of your suitability to assume the job duties of the position you have applied and to determine remuneration offer. While the provision of full and complete information is necessary for our selection process, sharing your personal details is a voluntary decision. Failure to provide any of the requested data may impact the processing and outcome of your application. All Personal Data provided by you will be retained for a maximum of 24 months and then subsequently erased. Where there are suitable vacancies in the Company’s subsidiaries or associate companies during that period, we may transfer your application to them for consideration of employment, but only with your prior consent. Save and except your current or former employers, academic institutions and service providers engaged by the Company for reference checking purpose, your Personal Data will not be disclosed to any third parties for other unrelated purposes without your prior consent. Applicants have the right to request access to and correction of their Personal Data in relation to their application. If you wish to exercise this right, please submit your request in writing to the Human Resources Department of the Company by emailing to hr@ninahotelgroup.com with the subject line 'Personal Data Access Request'. You may also submit your request directly to the Human Resources Department of the Company at 10/F, Nina Tower, 8 Yeung Uk Road, Tsuen Wan, New Territories, Hong Kong.

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 Nina Hospitality, 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.