Assistant Manager, Reservations & Call Centre Job at Marriott Bonvoy (Singapore)

Job Description

The Assistant Reservations and Call Centre Manager is responsible for overseeing the daily operations of the Reservations and Call Centre functions to ensure exceptional guest service, efficient call handling, accurate reservation management, and revenue optimization.

Job Responsibility

Oversee the accuracy of room blocks, reservations, group bookings, and market codes
Manage and process reservation requests, changes, and cancellations
Identify guest accommodation requirements and recommend appropriate room types and rates
Verify room availability and ensure accurate reservation records
Explain guarantee policies, cancellation policies, special rates, and booking terms to guests
Handle and document special guest requests and ensure appropriate follow-up
Respond promptly to reservation challenges and work with relevant departments
Set up and maintain accurate billing arrangements
Maximize revenue opportunities through effective up-selling, cross-selling, and room/package promotions
Support the management of daily Call Centre operations
Monitor call centre productivity, call quality, call monitoring activities, and service levels
Analyze call volume trends and assist with forecasting staffing requirements
Prepare and manage weekly schedules
Monitor key performance indicators (KPIs)
Prepare operational and performance reports
Ensure accurate maintenance of user profiles, system access, attendance records, and labor reports
Assist in maintaining and administering the work order and service ticket system
Serve as Manager on Duty (MOD) during assigned shifts
Ensure guests receive professional, efficient, and courteous telephone service
Assist Call Centre Agents in handling guest complaints, service recovery, and complex inquiries
Resolve guest concerns promptly or escalate issues
Monitor and enforce adherence to approved service standards, communication protocols, and sales techniques
Promote a guest-centric culture
Maintain comprehensive knowledge of hotel facilities, services, amenities, and room offerings
Assist with recruitment, onboarding, training, coaching, and development of team members
Monitor employee performance and provide ongoing feedback
Conduct coaching sessions
Support employee scheduling, attendance management, and workforce planning
Foster a positive work environment
Act as a role model
Ensure compliance with all company policies, procedures, and quality assurance standards
Maintain confidentiality
Ensure accurate documentation and record-keeping
Support continuous improvement initiatives
Maintain professional appearance and conduct
Perform other duties as assigned

Requirements

High School Diploma, G.E.D., or equivalent required
Diploma or Degree in Hospitality Management, Business Administration, Tourism, or a related field preferred
Minimum 2 years of experience in Reservations, Call Centre Operations, Front Office, or a related hospitality function
Minimum 1 year of supervisory or team leadership experience
Previous hotel or hospitality industry experience preferred
Strong leadership, coaching, and team development skills
Excellent verbal and written communication abilities
Strong customer service and conflict-resolution skills
Knowledge of hotel reservation systems and call centre operations
Ability to analyze operational data and performance metrics
Strong organizational and time-management skills
Proficient in Microsoft Office applications and hospitality systems
Ability to multitask and perform effectively in a fast-paced environment
Sales-oriented mindset with demonstrated revenue-generation capabilities
No specific certification required

Nice to have

Diploma or Degree in Hospitality Management, Business Administration, Tourism, or a related field
Previous hotel or hospitality industry experience

Marriott Bonvoy - All Job Offers

Select Country

Assistant Manager, Reservations & Call Centre

Job Description

Job Responsibility

Requirements

Nice to have

Looking for more opportunities?

Assistant Manager, Reservations & Call Centre

Front Office Manager

Client Services Specialist

Front Office - Guest Services Agent

Chef de Partie

Learning Support Assistant (Sen Lsa)

Gis Manager

Full Time Branch Ambassador - Clarksville

Lead Software Engineer (Go, AWS)

Our AI answers in your language