45 Hospitality Supervisor jobs in Malaysia

Qualifications

• Minimum 2 years of experience within the hospitality industry (Hotel, Airline or Restaurant) in a guest-facing OR 3 years experience in supervisory role in Customer service or Contact Center environment is required
• University or College Degree in Hotel Administration or Hotel Management

• Candidates must speak fluent English and Mandarin

• Pays attention to details and have strong customer service skills

• Possess strong leadership and team management skills

• A team player and takes initiative to assist other Team Members when required

• Proven ability to recruit, train, motivate and direct a professional team

• Proven track record in systems implementation and having worked in a start-up environment would be highly regarded

• Analytical and objective in handling issues balancing business and customer objectives

• Have impeccable follow-through; and “Can Do” attitude and mindset

• Able to manage and prioritize workload

• Excellent time management, organizational, communication and motivational skills

• Well groomed and professional disposition

• Must be willing to work any day of the week and on rotational shift when business requires

Responsibilities

• Able to work on rotational shift (24*7)
• Good communication skill and language capabilities.Proficient in English; multilingual is strongly preferred

• Familiarize with all existing hotel business processes to understand the operating environment and thereby, establish all required business processes that are customer-centric and appropriate for hotel environment

• To work with Revenue Management and other departments such as Front Office and Housekeeping in establishing all the required configurations in our property management system (PMS)

• Participate in the various User Requirements discussions and be actively involved in the testing of applications related to Reservations such as PMS

• Ensure that all required Wholesale allotments and rates are uploaded into the prescribed Property Management System are accurate and timely

• Define all the required Key Performance Indicators critical to the operation and ensure that a mechanism is established to track, monitor and review

• Establish an appropriate contingency plan in the event our reservation system is not available

• Work with the various departments to establish key Service Level Agreements (SLAs) to ensure that support is rendered to the Reservations Department in a timely fashion; thus, achieving seamless guest experience

• Develop strong working relationships with Travel Agents, Wholesalers and organizers to ensure optimal use of inventory allotment

• Develop appropriate call scripts and all required information that is pertinent for Team Member’s use to deliver excellent customer service such as information of the resort

• Ensure that all team members can cross- and up-sell the hotel’s products and services

• To ensure that all team members are well-trained and ready for the property’s opening

• Develop and maintain a highly-skilled and motivated team

• Ensure that the day-to-day operation are running smoothly in accordance to prescribed requirements, i.e. Service Level, Abandon rate, Staffing, etc.

• Ensure that established SLAs and KPIs are achieved monthly and appropriate actions are taken where required

• Monitor that our staffing requirements are met daily by ensuring that the shift schedule is optimized, working in tandem with Systems and Technical Support team

• Initiate the review of existing, and establish new business processes and policies (where required) impacting the Reservations team on a regular basis to ensure relevancy and taking a customer-focused approach

• Promote the Hotel’s products and services

• Maintain a high level of product and service knowledge about the hotel

• Develop and maintain a regular pattern of sales calls

• Prepare and execute action plans which increase reservation sales and associated business

• Record and process reservations made by phone/fax/email

• Process amendments to reservations such as extensions, early departures, etc

• Manage “no show” reservations by investigation and recording of same

• Record special billing arrangements for groups and conventions

• Liaise with Front Office Manager, Finance Manager or sales for all reservations requiring credit approval

• Maintain knowledge of special rates/ offers/ promotions

• Review guest feedback and recommend appropriate actions to continuously improve our guest experience

• Put in place a monitoring system that will ensure that all room blocks are monitored and re-evaluated at appropriate times

• Ensure that all Wholesale blocks are monitored daily to ensure optimal occupancy is achieved

• Achieve a high level of customer service delivery across operations

• Identify areas for improvement in current work processes and recommend solutions to prevent recurrence of similar complaints and service issues to achieve greater customer experience

• Work with Training Manager in developing and planning training plans for team members to achieve adequate job knowledge and skills on a continual basis

• Establish and maintain a friendly, fun and high team-spirited working environment promoting a high-level of customer service to our guests

• To provide coaching, mentoring and feedback to GSAs, Managers and Supervisors to improve efficiency and delivery to all our guests

• Manage all service issues in a timely and professional manner and escalate accordingly where required

• Compile reports on No-Show for guaranteed reservation billing and future business forecasting

• Ensure that all objectives/deliverables are achieved in a timely manner

• Able to organize staffing effectively in the situation of sudden increases in business volume

• Any other responsibilities that may be assigned from time to time

• A minimum of 3 years experience in the capacity of Reservations position in an established international brand

• The successful candidate will have a substantial and successful background in Reservations Center of medium to large deluxe operations

• Have worked in a call center environment is highly desired

• Must be computer literate and have internet awareness

• Have strong operational background driving operational and service excellence

#J-18808-Ljbffr

null

• Able to work on rotational shift (24*7)
• Good communication skill and language capabilities. Proficient in English; multilingual is strongly preferred

• Familiarize with all existing hotel business processes to understand the operating environment and thereby, establish all required business processes that are customer-centric and appropriate for hotel environment

• To work with Revenue Management and other departments such as Front Office and Housekeeping in establishing all the required configurations in our property management system (PMS)

• Participate in the various User Requirements discussions and be actively involved in the testing of applications related to Reservations such as PMS

• Ensure that all required Wholesale allotments and rates are uploaded into the prescribed Property Management System are accurate and timely

• Define all the required Key Performance Indicators critical to the operation and ensure that a mechanism is established to track, monitor and review

• Establish an appropriate contingency plan in the event our reservation system is not available

• Work with the various departments to establish key Service Level Agreements (SLAs) to ensure that support is rendered to the Reservations Department in a timely fashion; thus, achieving seamless guest experience

• Develop strong working relationships with Travel Agents, Wholesalers and organizers to ensure optimal use of inventory allotment

• Develop appropriate call scripts and all required information that is pertinent for Team Member’s use to deliver excellent customer service such as information of the resort

• Ensure that all team members can cross- and up-sell the hotel’s products and services

• To ensure that all team members are well-trained and ready for the property’s opening

• Develop and maintain a highly-skilled and motivated team

• Ensure that the day-to-day operation are running smoothly in accordance to prescribed requirements, i.e. Service Level, Abandon rate, Staffing, etc.

• Ensure that established SLAs and KPIs are achieved monthly and appropriate actions are taken where required

• Monitor that our staffing requirements are met daily by ensuring that the shift schedule is optimized, working in tandem with Systems and Technical Support team

• Initiate the review of existing, and establish new business processes and policies (where required) impacting the Reservations team on a regular basis to ensure relevancy and taking a customer-focused approach

• Promote the Hotel’s products and services

• Maintain a high level of product and service knowledge about the hotel

• Develop and maintain a regular pattern of sales calls

• Prepare and execute action plans which increase reservation sales and associated business

• Record and process reservations made by phone/fax/email

• Process amendments to reservations such as extensions, early departures, etc

• Manage “no show” reservations by investigation and recording of same

• Record special billing arrangements for groups and conventions

• Liaise with Front Office Manager, Finance Manager or sales for all reservations requiring credit approval

• Maintain knowledge of special rates/ offers/ promotions

• Review guest feedback and recommend appropriate actions to continuously improve our guest experience

• Put in place a monitoring system that will ensure that all room blocks are monitored and re-evaluated at appropriate times

• Ensure that all Wholesale blocks are monitored daily to ensure optimal occupancy is achieved

• Achieve a high level of customer service delivery across operations

• Identify areas for improvement in current work processes and recommend solutions to prevent recurrence of similar complaints and service issues to achieve greater customer experience

• Work with Training Manager in developing and planning training plans for team members to achieve adequate job knowledge and skills on a continual basis

• Establish and maintain a friendly, fun and high team-spirited working environment promoting a high-level of customer service to our guests

• To provide coaching, mentoring and feedback to GSAs, Managers and Supervisors to improve efficiency and delivery to all our guests

• Manage all service issues in a timely and professional manner and escalate accordingly where required

• Compile reports on No-Show for guaranteed reservation billing and future business forecasting

• Ensure that all objectives/deliverables are achieved in a timely manner

• Able to organize staffing effectively in the situation of sudden increases in business volume

• Any other responsibilities that may be assigned from time to time

• A minimum of 3 years experience in the capacity of Reservations position in an established international brand

• The successful candidate will have a substantial and successful background in Reservations Center of medium to large deluxe operations

• Have worked in a call center environment is highly desired

• Must be computer literate and have internet awareness

• Have strong operational background driving operational and service excellence

• Minimum 2 years of experience within the hospitality industry (Hotel, Airline or Restaurant) in a guest-facing OR 3 years experience in supervisory role in Customer service or Contact Center environment is required
• University or College Degree in Hotel Administration or Hotel Management

• Candidates must speak fluent English and Mandarin

• Pays attention to details and have strong customer service skills

• Possess strong leadership and team management skills

• A team player and takes initiative to assist other Team Members when required

• Proven ability to recruit, train, motivate and direct a professional team

• Proven track record in systems implementation and having worked in a start-up environment would be highly regarded

• Analytical and objective in handling issues balancing business and customer objectives

• Have impeccable follow-through; and “Can Do” attitude and mindset

• Able to manage and prioritize workload

• Excellent time management, organizational, communication and motivational skills

• Well groomed and professional disposition

• Must be willing to work any day of the week and on rotational shift when business requires

#J-18808-Ljbffr

null

• Able to work on rotational shift (24*7)
• Good communication skill and language capabilities. Proficient in English; multilingual is strongly preferred

• Familiarize with all existing hotel business processes to understand the operating environment and thereby, establish all required business processes that are customer-centric and appropriate for hotel environment

• To work with Revenue Management and other departments such as Front Office and Housekeeping in establishing all the required configurations in our property management system (PMS)

• Participate in the various User Requirements discussions and be actively involved in the testing of applications related to Reservations such as PMS

• Ensure that all required Wholesale allotments and rates are uploaded into the prescribed Property Management System are accurate and timely

• Define all the required Key Performance Indicators critical to the operation and ensure that a mechanism is established to track, monitor and review

• Establish an appropriate contingency plan in the event our reservation system is not available

• Work with the various departments to establish key Service Level Agreements (SLAs) to ensure that support is rendered to the Reservations Department in a timely fashion; thus, achieving seamless guest experience

• Develop strong working relationships with Travel Agents, Wholesalers and organizers to ensure optimal use of inventory allotment

• Develop appropriate call scripts and all required information that is pertinent for Team Member’s use to deliver excellent customer service such as information of the resort

• Ensure that all team members can cross- and up-sell the hotel’s products and services

• To ensure that all team members are well-trained and ready for the property’s opening

• Develop and maintain a highly-skilled and motivated team

• Ensure that the day-to-day operation are running smoothly in accordance to prescribed requirements, i.e. Service Level, Abandon rate, Staffing, etc.

• Ensure that established SLAs and KPIs are achieved monthly and appropriate actions are taken where required

• Monitor that our staffing requirements are met daily by ensuring that the shift schedule is optimized, working in tandem with Systems and Technical Support team

• Initiate the review of existing, and establish new business processes and policies (where required) impacting the Reservations team on a regular basis to ensure relevancy and taking a customer-focused approach

• Promote the Hotel’s products and services

• Maintain a high level of product and service knowledge about the hotel

• Develop and maintain a regular pattern of sales calls

• Prepare and execute action plans which increase reservation sales and associated business

• Record and process reservations made by phone/fax/email

• Process amendments to reservations such as extensions, early departures, etc

• Manage “no show” reservations by investigation and recording of same

• Record special billing arrangements for groups and conventions

• Liaise with Front Office Manager, Finance Manager or sales for all reservations requiring credit approval

• Maintain knowledge of special rates/ offers/ promotions

• Review guest feedback and recommend appropriate actions to continuously improve our guest experience

• Put in place a monitoring system that will ensure that all room blocks are monitored and re-evaluated at appropriate times

• Ensure that all Wholesale blocks are monitored daily to ensure optimal occupancy is achieved

• Achieve a high level of customer service delivery across operations

• Identify areas for improvement in current work processes and recommend solutions to prevent recurrence of similar complaints and service issues to achieve greater customer experience

• Work with Training Manager in developing and planning training plans for team members to achieve adequate job knowledge and skills on a continual basis

• Establish and maintain a friendly, fun and high team-spirited working environment promoting a high-level of customer service to our guests

• To provide coaching, mentoring and feedback to GSAs, Managers and Supervisors to improve efficiency and delivery to all our guests

• Manage all service issues in a timely and professional manner and escalate accordingly where required

• Compile reports on No-Show for guaranteed reservation billing and future business forecasting

• Ensure that all objectives/deliverables are achieved in a timely manner

• Able to organize staffing effectively in the situation of sudden increases in business volume

• Any other responsibilities that may be assigned from time to time

• A minimum of 3 years experience in the capacity of Reservations position in an established international brand

• The successful candidate will have a substantial and successful background in Reservations Center of medium to large deluxe operations

• Have worked in a call center environment is highly desired

• Must be computer literate and have internet awareness

• Have strong operational background driving operational and service excellence

• Minimum 2 years of experience within the hospitality industry (Hotel, Airline or Restaurant) in a guest-facing OR 3 years experience in supervisory role in Customer service or Contact Center environment is required
• University or College Degree in Hotel Administration or Hotel Management

• Candidates must speak fluent English and Korean

• Pays attention to details and have strong customer service skills

• Possess strong leadership and team management skills

• A team player and takes initiative to assist other Team Members when required

• Proven ability to recruit, train, motivate and direct a professional team

• Proven track record in systems implementation and having worked in a start-up environment would be highly regarded

• Analytical and objective in handling issues balancing business and customer objectives

• Have impeccable follow-through; and “Can Do” attitude and mindset

• Able to manage and prioritize workload

• Excellent time management, organizational, communication and motivational skills

• Well groomed and professional disposition

• Must be willing to work any day of the week and on rotational shift when business requires

#J-18808-Ljbffr

null Able to work on rotational shift (24*7) Good communication skill and language capabilities.

Proficient in English; multilingual is strongly preferred Familiarize with all existing hotel business processes to understand the operating environment and thereby, establish all required business processes that are customer-centric and appropriate for hotel environment

To work with Revenue Management and other departments such as Front Office and Housekeeping in establishing all the required configurations in our property management system (PMS)

Participate in the various User Requirements discussions and be actively involved in the testing of applications related to Reservations such as PMS

Ensure that all required Wholesale allotments and rates are uploaded into the prescribed Property Management System are accurate and timely

Define all the required Key Performance Indicators critical to the operation and ensure that a mechanism is established to track, monitor and review

Establish an appropriate contingency plan in the event our reservation system is not available

Work with the various departments to establish key Service Level Agreements (SLAs) to ensure that support is rendered to the Reservations Department in a timely fashion; thus, achieving seamless guest experience

Develop strong working relationships with Travel Agents, Wholesalers and organizers to ensure optimal use of inventory allotment

Develop appropriate call scripts and all required information that is pertinent for Team Member’s use to deliver excellent customer service such as information of the resort

Ensure that all team members can cross- and up-sell the hotel’s products and services

To ensure that all team members are well-trained and ready for the property’s opening

Develop and maintain a highly-skilled and motivated team

Ensure that the day-to-day operation are running smoothly in accordance to prescribed requirements, i.e. Service Level, Abandon rate, Staffing, etc.

Ensure that established SLAs and KPIs are achieved monthly and appropriate actions are taken where required

Monitor that our staffing requirements are met daily by ensuring that the shift schedule is optimized, working in tandem with Systems and Technical Support team

Initiate the review of existing, and establish new business processes and policies (where required) impacting the Reservations team on a regular basis to ensure relevancy and taking a customer-focused approach

Promote the Hotel’s products and services

Maintain a high level of product and service knowledge about the hotel

Develop and maintain a regular pattern of sales calls

Prepare and execute action plans which increase reservation sales and associated business

Record and process reservations made by phone/fax/email

Process amendments to reservations such as extensions, early departures, etc

Manage “no show” reservations by investigation and recording of same

Record special billing arrangements for groups and conventions

Liaise with Front Office Manager, Finance Manager or sales for all reservations requiring credit approval

Maintain knowledge of special rates/ offers/ promotions

Review guest feedback and recommend appropriate actions to continuously improve our guest experience

Put in place a monitoring system that will ensure that all room blocks are monitored and re-evaluated at appropriate times

Ensure that all Wholesale blocks are monitored daily to ensure optimal occupancy is achieved

Achieve a high level of customer service delivery across operations

Identify areas for improvement in current work processes and recommend solutions to prevent recurrence of similar complaints and service issues to achieve greater customer experience

Work with Training Manager in developing and planning training plans for team members to achieve adequate job knowledge and skills on a continual basis

Establish and maintain a friendly, fun and high team-spirited working environment promoting a high-level of customer service to our guests

To provide coaching, mentoring and feedback to GSAs, Managers and Supervisors to improve efficiency and delivery to all our guests

Manage all service issues in a timely and professional manner and escalate accordingly where required

Compile reports on No-Show for guaranteed reservation billing and future business forecasting

Ensure that all objectives/deliverables are achieved in a timely manner

Able to organize staffing effectively in the situation of sudden increases in business volume

Any other responsibilities that may be assigned from time to time

A minimum of 3 years experience in the capacity of Reservations position in an established international brand

The successful candidate will have a substantial and successful background in Reservations Center of medium to large deluxe operations

Have worked in a call center environment is highly desired

Must be computer literate and have internet awareness

Have strong operational background driving operational and service excellence

Minimum 2 years of experience within the hospitality industry (Hotel, Airline or Restaurant) in a guest-facing OR 3 years experience in supervisory role in Customer service or Contact Center environment is required University or College Degree in Hotel Administration or Hotel Management Candidates must speak fluent English and Mandarin

Pays attention to details and have strong customer service skills

Possess strong leadership and team management skills

A team player and takes initiative to assist other Team Members when required

Proven ability to recruit, train, motivate and direct a professional team

Proven track record in systems implementation and having worked in a start-up environment would be highly regarded

Analytical and objective in handling issues balancing business and customer objectives

Have impeccable follow-through; and “Can Do” attitude and mindset

Able to manage and prioritize workload

Excellent time management, organizational, communication and motivational skills

Well groomed and professional disposition

Must be willing to work any day of the week and on rotational shift when business requires

#J-18808-Ljbffr

Qualifications

Minimum 2 years of experience within the hospitality industry (Hotel, Airline or Restaurant) in a guest-facing OR 3 years experience in supervisory role in Customer service or Contact Center environment is required University or College Degree in Hotel Administration or Hotel Management Candidates must speak fluent English and Korean

Pays attention to details and have strong customer service skills

Possess strong leadership and team management skills

A team player and takes initiative to assist other Team Members when required

Proven ability to recruit, train, motivate and direct a professional team

Proven track record in systems implementation and having worked in a start-up environment would be highly regarded

Analytical and objective in handling issues balancing business and customer objectives

Have impeccable follow-through; and “Can Do” attitude and mindset

Able to manage and prioritize workload

Excellent time management, organizational, communication and motivational skills

Well groomed and professional disposition

Must be willing to work any day of the week and on rotational shift when business requires

Responsibilities

Able to work on rotational shift (24*7) Good communication skill and language capabilities.Proficient in English; multilingual is strongly preferred Familiarize with all existing hotel business processes to understand the operating environment and thereby, establish all required business processes that are customer-centric and appropriate for hotel environment

To work with Revenue Management and other departments such as Front Office and Housekeeping in establishing all the required configurations in our property management system (PMS)

Participate in the various User Requirements discussions and be actively involved in the testing of applications related to Reservations such as PMS

Ensure that all required Wholesale allotments and rates are uploaded into the prescribed Property Management System are accurate and timely

Define all the required Key Performance Indicators critical to the operation and ensure that a mechanism is established to track, monitor and review

Establish an appropriate contingency plan in the event our reservation system is not available

Work with the various departments to establish key Service Level Agreements (SLAs) to ensure that support is rendered to the Reservations Department in a timely fashion; thus, achieving seamless guest experience

Develop strong working relationships with Travel Agents, Wholesalers and organizers to ensure optimal use of inventory allotment

Develop appropriate call scripts and all required information that is pertinent for Team Member’s use to deliver excellent customer service such as information of the resort

Ensure that all team members can cross- and up-sell the hotel’s products and services

To ensure that all team members are well-trained and ready for the property’s opening

Develop and maintain a highly-skilled and motivated team

Ensure that the day-to-day operation are running smoothly in accordance to prescribed requirements, i.e. Service Level, Abandon rate, Staffing, etc.

Ensure that established SLAs and KPIs are achieved monthly and appropriate actions are taken where required

Monitor that our staffing requirements are met daily by ensuring that the shift schedule is optimized, working in tandem with Systems and Technical Support team

Initiate the review of existing, and establish new business processes and policies (where required) impacting the Reservations team on a regular basis to ensure relevancy and taking a customer-focused approach

Promote the Hotel’s products and services

Maintain a high level of product and service knowledge about the hotel

Develop and maintain a regular pattern of sales calls

Prepare and execute action plans which increase reservation sales and associated business

Record and process reservations made by phone/fax/email

Process amendments to reservations such as extensions, early departures, etc

Manage “no show” reservations by investigation and recording of same

Record special billing arrangements for groups and conventions

Liaise with Front Office Manager, Finance Manager or sales for all reservations requiring credit approval

Maintain knowledge of special rates/ offers/ promotions

Review guest feedback and recommend appropriate actions to continuously improve our guest experience

Put in place a monitoring system that will ensure that all room blocks are monitored and re-evaluated at appropriate times

Ensure that all Wholesale blocks are monitored daily to ensure optimal occupancy is achieved

Achieve a high level of customer service delivery across operations

Identify areas for improvement in current work processes and recommend solutions to prevent recurrence of similar complaints and service issues to achieve greater customer experience

Work with Training Manager in developing and planning training plans for team members to achieve adequate job knowledge and skills on a continual basis

Establish and maintain a friendly, fun and high team-spirited working environment promoting a high-level of customer service to our guests

To provide coaching, mentoring and feedback to GSAs, Managers and Supervisors to improve efficiency and delivery to all our guests

Manage all service issues in a timely and professional manner and escalate accordingly where required

Compile reports on No-Show for guaranteed reservation billing and future business forecasting

Ensure that all objectives/deliverables are achieved in a timely manner

Able to organize staffing effectively in the situation of sudden increases in business volume

Any other responsibilities that may be assigned from time to time

A minimum of 3 years experience in the capacity of Reservations position in an established international brand

The successful candidate will have a substantial and successful background in Reservations Center of medium to large deluxe operations

Have worked in a call center environment is highly desired

Must be computer literate and have internet awareness

Have strong operational background driving operational and service excellence

#J-18808-Ljbffr

Qualifications

Minimum 2 years of experience within the hospitality industry (Hotel, Airline or Restaurant) in a guest-facing OR 3 years experience in supervisory role in Customer service or Contact Center environment is required University or College Degree in Hotel Administration or Hotel Management Candidates must speak fluent English and Mandarin

Pays attention to details and have strong customer service skills

Possess strong leadership and team management skills

A team player and takes initiative to assist other Team Members when required

Proven ability to recruit, train, motivate and direct a professional team

Proven track record in systems implementation and having worked in a start-up environment would be highly regarded

Analytical and objective in handling issues balancing business and customer objectives

Have impeccable follow-through; and “Can Do” attitude and mindset

Able to manage and prioritize workload

Excellent time management, organizational, communication and motivational skills

Well groomed and professional disposition

Must be willing to work any day of the week and on rotational shift when business requires

Responsibilities

Able to work on rotational shift (24*7) Good communication skill and language capabilities.Proficient in English; multilingual is strongly preferred Familiarize with all existing hotel business processes to understand the operating environment and thereby, establish all required business processes that are customer-centric and appropriate for hotel environment

To work with Revenue Management and other departments such as Front Office and Housekeeping in establishing all the required configurations in our property management system (PMS)

Participate in the various User Requirements discussions and be actively involved in the testing of applications related to Reservations such as PMS

Ensure that all required Wholesale allotments and rates are uploaded into the prescribed Property Management System are accurate and timely

Define all the required Key Performance Indicators critical to the operation and ensure that a mechanism is established to track, monitor and review

Establish an appropriate contingency plan in the event our reservation system is not available

Work with the various departments to establish key Service Level Agreements (SLAs) to ensure that support is rendered to the Reservations Department in a timely fashion; thus, achieving seamless guest experience

Develop strong working relationships with Travel Agents, Wholesalers and organizers to ensure optimal use of inventory allotment

Develop appropriate call scripts and all required information that is pertinent for Team Member’s use to deliver excellent customer service such as information of the resort

Ensure that all team members can cross- and up-sell the hotel’s products and services

To ensure that all team members are well-trained and ready for the property’s opening

Develop and maintain a highly-skilled and motivated team

Ensure that the day-to-day operation are running smoothly in accordance to prescribed requirements, i.e. Service Level, Abandon rate, Staffing, etc.

Ensure that established SLAs and KPIs are achieved monthly and appropriate actions are taken where required

Monitor that our staffing requirements are met daily by ensuring that the shift schedule is optimized, working in tandem with Systems and Technical Support team

Initiate the review of existing, and establish new business processes and policies (where required) impacting the Reservations team on a regular basis to ensure relevancy and taking a customer-focused approach

Promote the Hotel’s products and services

Maintain a high level of product and service knowledge about the hotel

Develop and maintain a regular pattern of sales calls

Prepare and execute action plans which increase reservation sales and associated business

Record and process reservations made by phone/fax/email

Process amendments to reservations such as extensions, early departures, etc

Manage “no show” reservations by investigation and recording of same

Record special billing arrangements for groups and conventions

Liaise with Front Office Manager, Finance Manager or sales for all reservations requiring credit approval

Maintain knowledge of special rates/ offers/ promotions

Review guest feedback and recommend appropriate actions to continuously improve our guest experience

Put in place a monitoring system that will ensure that all room blocks are monitored and re-evaluated at appropriate times

Ensure that all Wholesale blocks are monitored daily to ensure optimal occupancy is achieved

Achieve a high level of customer service delivery across operations

Identify areas for improvement in current work processes and recommend solutions to prevent recurrence of similar complaints and service issues to achieve greater customer experience

Work with Training Manager in developing and planning training plans for team members to achieve adequate job knowledge and skills on a continual basis

Establish and maintain a friendly, fun and high team-spirited working environment promoting a high-level of customer service to our guests

To provide coaching, mentoring and feedback to GSAs, Managers and Supervisors to improve efficiency and delivery to all our guests

Manage all service issues in a timely and professional manner and escalate accordingly where required

Compile reports on No-Show for guaranteed reservation billing and future business forecasting

Ensure that all objectives/deliverables are achieved in a timely manner

Able to organize staffing effectively in the situation of sudden increases in business volume

Any other responsibilities that may be assigned from time to time

A minimum of 3 years experience in the capacity of Reservations position in an established international brand

The successful candidate will have a substantial and successful background in Reservations Center of medium to large deluxe operations

Have worked in a call center environment is highly desired

Must be computer literate and have internet awareness

Have strong operational background driving operational and service excellence

#J-18808-Ljbffr

null Able to work on rotational shift (24*7) Good communication skill and language capabilities.

Proficient in English; multilingual is strongly preferred Familiarize with all existing hotel business processes to understand the operating environment and thereby, establish all required business processes that are customer-centric and appropriate for hotel environment

To work with Revenue Management and other departments such as Front Office and Housekeeping in establishing all the required configurations in our property management system (PMS)

Participate in the various User Requirements discussions and be actively involved in the testing of applications related to Reservations such as PMS

Ensure that all required Wholesale allotments and rates are uploaded into the prescribed Property Management System are accurate and timely

Define all the required Key Performance Indicators critical to the operation and ensure that a mechanism is established to track, monitor and review

Establish an appropriate contingency plan in the event our reservation system is not available

Work with the various departments to establish key Service Level Agreements (SLAs) to ensure that support is rendered to the Reservations Department in a timely fashion; thus, achieving seamless guest experience

Develop strong working relationships with Travel Agents, Wholesalers and organizers to ensure optimal use of inventory allotment

Develop appropriate call scripts and all required information that is pertinent for Team Member’s use to deliver excellent customer service such as information of the resort

Ensure that all team members can cross- and up-sell the hotel’s products and services

To ensure that all team members are well-trained and ready for the property’s opening

Develop and maintain a highly-skilled and motivated team

Ensure that the day-to-day operation are running smoothly in accordance to prescribed requirements, i.e. Service Level, Abandon rate, Staffing, etc.

Ensure that established SLAs and KPIs are achieved monthly and appropriate actions are taken where required

Monitor that our staffing requirements are met daily by ensuring that the shift schedule is optimized, working in tandem with Systems and Technical Support team

Initiate the review of existing, and establish new business processes and policies (where required) impacting the Reservations team on a regular basis to ensure relevancy and taking a customer-focused approach

Promote the Hotel’s products and services

Maintain a high level of product and service knowledge about the hotel

Develop and maintain a regular pattern of sales calls

Prepare and execute action plans which increase reservation sales and associated business

Record and process reservations made by phone/fax/email

Process amendments to reservations such as extensions, early departures, etc

Manage “no show” reservations by investigation and recording of same

Record special billing arrangements for groups and conventions

Liaise with Front Office Manager, Finance Manager or sales for all reservations requiring credit approval

Maintain knowledge of special rates/ offers/ promotions

Review guest feedback and recommend appropriate actions to continuously improve our guest experience

Put in place a monitoring system that will ensure that all room blocks are monitored and re-evaluated at appropriate times

Ensure that all Wholesale blocks are monitored daily to ensure optimal occupancy is achieved

Achieve a high level of customer service delivery across operations

Identify areas for improvement in current work processes and recommend solutions to prevent recurrence of similar complaints and service issues to achieve greater customer experience

Work with Training Manager in developing and planning training plans for team members to achieve adequate job knowledge and skills on a continual basis

Establish and maintain a friendly, fun and high team-spirited working environment promoting a high-level of customer service to our guests

To provide coaching, mentoring and feedback to GSAs, Managers and Supervisors to improve efficiency and delivery to all our guests

Manage all service issues in a timely and professional manner and escalate accordingly where required

Compile reports on No-Show for guaranteed reservation billing and future business forecasting

Ensure that all objectives/deliverables are achieved in a timely manner

Able to organize staffing effectively in the situation of sudden increases in business volume

Any other responsibilities that may be assigned from time to time

A minimum of 3 years experience in the capacity of Reservations position in an established international brand

The successful candidate will have a substantial and successful background in Reservations Center of medium to large deluxe operations

Have worked in a call center environment is highly desired

Must be computer literate and have internet awareness

Have strong operational background driving operational and service excellence

Minimum 2 years of experience within the hospitality industry (Hotel, Airline or Restaurant) in a guest-facing OR 3 years experience in supervisory role in Customer service or Contact Center environment is required University or College Degree in Hotel Administration or Hotel Management Candidates must speak fluent English and Korean

Pays attention to details and have strong customer service skills

Possess strong leadership and team management skills

A team player and takes initiative to assist other Team Members when required

Proven ability to recruit, train, motivate and direct a professional team

Proven track record in systems implementation and having worked in a start-up environment would be highly regarded

Analytical and objective in handling issues balancing business and customer objectives

Have impeccable follow-through; and “Can Do” attitude and mindset

Able to manage and prioritize workload

Excellent time management, organizational, communication and motivational skills

Well groomed and professional disposition

Must be willing to work any day of the week and on rotational shift when business requires

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Company Description

DEI has been a leader in entertainment imaging services since 2004, operating across 163 attractions in 19 countries. We specialize in diverse environments such as aquariums, theme parks, and snow parks, enhancing visitor engagement through high-quality imaging and seamless technology integration. DEI offers customized solutions to align with each attraction's unique character, ensuring effortless integration with existing operations and supporting proven revenue growth. As part of Fairfax Financial Holdings Limited, DEI is committed to reshaping guest experiences and partnerships worldwide.

Role Description

This is a full-time, on-site role for a Photographer based in Georgetown. The Photographer will be responsible for capturing high-quality images at various attractions, ensuring that all equipment is functioning properly, and interacting with guests to provide a memorable experience. Daily tasks include setting up and breaking down photography equipment, editing and retouching photos, managing photo inventory, and collaborating with other team members to maintain high standards of service.

Qualifications

• Proficiency in Photography and Photo Editing software (e.g., Adobe Photoshop, Lightroom)
• Excellent Communication skills and ability to interact with guests in a friendly and engaging manner
• Basic understanding of Technical aspects of photography, including lighting and camera equipment
• Strong Organizational skills and meticulous attention to detail
• Ability to work Flexible hours, including weekends and holidays
• Previous experience in entertainment or attractions industry is a plus
• Minimum of a High School diploma or equivalent; a degree in Photography or related field is preferred

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With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions oftravellerswho stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Guest Service Agent greets and registers guests, providing prompt and courteous service. He / she checks guests in and out, resolving guest challenges throughout their stay in our hotel. This role upgrades guests as required and promotes the hotel’s services.

What will I be doing?

As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards:

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.

• Make appropriate selection of rooms based on guests’ needs, code electronic keys, confirms the room number and rates with a written confirmation.

• Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.

• Ensure rooms and services are correctly accounted for within guests’ statements, properly stating services provided by the hotel.

• Assist guests with check-out payments or charges, accepting and recording vouchers, credits,traveller’schecks and other forms of payment, converting foreign currency at current posted rates.

• Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.

• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.

• Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests’ needs.

• Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested.

• Record guests’ complaints, conducting thorough research to develop the most effective solution and negotiate results.

• Listen and extend assistancein order toresolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes etc.

• Remain calm and alert especially during emergency situations and heavy hotel activity.

• Plan and implement detailed steps by using experienced judgment and discretion.

• Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.

• Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.

• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.

• Take on an active role in the Executive Floor team, ensuring effective communication and working as a teamin order toreach goals and targets.

• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at-home” when they arrive.

• Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, HiltonHonoursand Frequent Flyer numbers enquired about, and method of payment is secured.

• Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager to follow-up where appropriate.

• Follow-up with all guests to ensure satisfaction with problem resolution.

• Maintain awareness of guests’ profile and specific preferences, ensuring that they are acted upon for each reservation.

• Ensure that VIP guests are treated personally and recognized as an individual.

• Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.

• Promote HiltonHonoursand its associated benefits to guests who are not already enrolled in the program, ensuring that existing HiltonHonoursmembers receive personal and professional service that recognizes them as important guests and that their benefits are received.

• Ensure a prompt and efficient departure, by settling guests’ accounts as per billing and reservation instructions, ensuring that all guests’ folios are correct.

• Input information into Fidelio regarding guests, ensuring accuracy and that all details are completed, and the information can be clearly understood by other team members.

• Apply Hilton brand standards ineach and everyaction, acting as a role model and example of how the standards should be carried out in a practical setting.

• Knowledgeable of the hotel’s facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.

• Up to date with information on facilities, attractions, and places of interests, sights and activities in and around the hotel.

• Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering and IT.

• Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective action has been taken.

• Ensure that the Guest Service Manager is kept aware and up to date with operational issues.

• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.

• Attend daily briefings, shift handovers, meetings and read the logbookon a daily basis.

• Ensure that the day-to-day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back-ups.

• Check registration cards, meetings and functions information, billing instructions, and reservation backup to ensure that all information received is acted upon accordingly.

• Ensure that the front desk stock is managed and not wasted, maintaining costs where able.

• Keep up to date and aware of competitor activitiesin order tobe well informed.

• Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.

• Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.

• Adhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount, managing cash, credit card transactions, city ledgers, vouchers and all other forms of payment correctly.

• Adhere to the company’s credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.

• Provide safety deposit boxes to guests, ensuring that guests’ valuablesare safe and secure at all times.

• Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.

• Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.

• Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.

• Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money.

• Attempt to communicate with guests in guests’ native language, if applicable.

• Carry out any other reasonable duties and responsibilities as assigned.

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

A Guest Service Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team members. To successfully fill this role, you should maintain the attitude,behaviours, skills, and values that follow:

• Able to perform moderately complex mathematical calculations without error.

• Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs.

• Able to access and accurately input information using a moderately complex computer system.

• Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

• Good interpersonal skills to provide overall guest satisfaction.

• Able to work under pressure and deal with stressful situations during busy periods.

• 1 year of related working experience is preferred and fresh graduates from hospitality schools are encouraged to apply

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisuretravellersthe finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team members are at the heart of it all!

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