Reservation & Call Centre Supervisor

- Male or Female, age 22-35 years old.
- Minimum 3 year working experience in Call Center, Operator, Reservation Centre.
- Experience in Front Desk will be an advantage
- Fluent in English communication
- Strong shift leader and good team player
- Service Mind & Fast Learning
- Able to work under shift rotation
- Able to work overtime sometimes
- Able to work under pressure

? Handles inquires and bookings in accordance with the department?s routine.
? Reviews and deals with the daily reservation.
? Records and processes in-coming reservations with confirmation sent out if require.
? Records and processes group reservations.
? Ensures all facts of a reservation have been action. Example: Transportation, Amenity and special requirement etc.
? Provides information to clients on hotel services, activities and attractive for the area.
? Processes amendments / cancellation to reservations (extension, early departure, number of rooms)

? Investigates and handles no show reservations.
? Records special billing arrangements for all FIT reservations and groups, conventions.
? Liaises with Credit Manager for all reservations requiring credit approval and prepayment reservation.
? Be aware of rate changes/ special offers/ promotions/close out dates
? Monitors reservation levels and inform Managers on current and future occupancy rate.
? Answers incoming telephone calls and carry out telephone sales whilst maintains high level of telephone skills to meet hotel standard
? Ensures all guest requests are responded to immediately
? Maintains a high level of product and service knowledge in order to explain and sell services and facilities to guests using up-selling and suggestive selling techniques
? Ensures correct and relevant information to the operating departments so that customer?s expectations are satisfied.
? Handles and follows up allotments, waiting lists and pre-payment reservation.
? Handles inquires and carries out bookings for Central Reservation in accordance with hotel routine.
? Sundry duties initiated by the department manager.
? Co-operates with customers and other departments to prepare and find solutions for arrangements for guests.
? Ensures a high level of cleaning is maintained in your work area
? Abides by the Starwood Employee Handbook.
? Abides by both the hotel and Starwood policies and procedures.
? Demonstrates professional attitude and behavior at all times
? Interacts with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication
? Deals effectively with guests and workplace colleagues from a variety of cultures
? Prepares and maintains files, reports, letters, memorandums and other relevant business documentation
Analyses, evaluates and improves personal performance on a continual basis.

- Service Charge
- Meal Allowance (2 meals / day)
- Weekly Day Off (2 days / week)
- Public Holiday
- Annual Leave (vacation)
- uniform
- Social Security
- Group Health Insurance
- Provident Fund
- Training for Skill Development
- Annual Bonus