Guest Service Centre & Reservation Supervisor

Bring your skills and experience to roles that can make an impact to our guests and colleagues. Join us.

Responsibility

• Assist the Guest Services Centre and Reservation Manager plan and implement training schedules to improve on colleague performance at work.
• Assist in scheduling the monthly duty roster ensuring staffing is arranged according to the operational needs of the section.
• Master and execute the Niccolo Suzhou hotel standard greetings with warmth and friendliness for all internal and external telephone connections.
• Be prompt to pickup all telephone calls within 3 rings with readiness to assist in taking messages, transferring calls or answering to hotel enquiries.
• Report any equipment or system defects or conflicting guest situations to the manager for immediate rectification.
• Ensure all ‘Wake-up’ calls are correctly recorded and executed as per guest requests.
• Check and guide agents to ensure good telephone etiquette is always observed; Always speak clearly and unhurriedly and listens carefully when speaking over the telephone to ensure no miscommunication throughout each conversation. Repeat all messages to callers to always confirm accuracy of the message.
• Ensure all respective sections are informed at once in case of emergency, such as fire alarm, bomb threaten.
• Coordinate with the Front Office and Housekeeping departments to follow up on the confirmation and mailing of lost and found items for guests.
• Maintain close communication and coordination with the Front Office and Food & Beverage departments to actively address guest needs and assist in following up on guest-related matters.
• To have knowledge of Niccolo Hotel’s Programmes e.g. GHA DISCOVERY, FFP.
• Handle-al-reservation-requests-efficiently-and-professionally. Upsell Niccolo Suzhou Hotel’s products and services.
• Enter reservations requests, amendments and cancellations properly, promptly and into Cambridge PMS. Handle all specific requests on room allocation properly.
• Carry out other tasks assigned by your superiors.

Qualifications

• Minimum 3 years’ college education
• 2 years Hotel Service Centre or Reservation’s experience and one year in Captain position.
• Good oral English proficiency and telephone etiquette, pleasant and clear ‘telephone voice’ and good comprehension skills, able to work under pressure and leadership qualities.

Niccolo Suzhou is an equal opportunity employer committed to diversity and inclusion in workplace. We strongly discourage discrimination and harassment of any manner with regards to race, color, sex, religion,national origin, sexual orientation, genetic information, disability, pregnancy, or any other protected characteristic as outlined by our local laws.

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