Position Overview
The Assistant Manager, Capella Connects & Reservations provides guests, hotels, and fellow team members with exceptional customer service during call reservation process. The individual also supports the training needs of the department and manage department's performance.
The Role
Call Center Operations
- Provide responses while anticipating and recognizing individual guest needs
- Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc
- Pass on requests in a timely and accurate manner to appropriate colleagues
- Process in-room dining food orders with accuracy and efficiency
- Input and access data in computer with accuracy and efficiency
- Communicate pertinent guest information to designated departments/personnel
- Promote hotel marketing programs
- Provide responses while anticipating and recognizing individual guest needs
- Coach team members to improve service performance
Hotel Reservations
- Process reservations by email, telephone, central reservation systems referral or from the sales/catering office, other hotel departments, and travel agents
- Prepare letters of confirmation
- Process cancellations and modifications and promptly
- Process and monitor advance deposits/prepayment on reservations
- Enter all room sales booking on a timely basis
- Monitor team's compliance with property's standards and procedures for reservation operations
Manage Team
- Manage department's performance to ensure guests queries and requests are addressed in a timely and effective manner
Talent Profile
- Minimum 5 years of supervisory experience in similar capacity at a luxury hotel
- Must have strong customer service skills.
- Must have strong verbal and written communication skills.
- Willing to work a flexible schedule including weekends.
- Understanding of hotel revenue management concepts, processes and strategies
- Experience in hotel property management systems as well as extranets and central reservations systems and their functionalities.
