You are responsible for (but not limited to):
- Lead and manage a team of Customer Service Executives in carrying out daily reservation operations in accordance with Shangri-La Hotels & Resorts standards and guidelines.
- Guide, coach and inspire the Worldwide Reservations and Shangri-La Circle Membership team to achieve individual, team and departmental objectives.
- Collaborate closely with SCCHK and CEPTGZ to execute engagement activities and promotional campaigns related to the membership program.
- Embrace change management initiatives and cultivate a growth mindset within the team.
- Foster open and effective communication among team members, colleagues and management.
- Acknowledge, encourage and reward team achievements to create a positive, productive and motivated work environment.
- Conduct regular team meetings and briefing sessions to communicate updates on processes, promotions and business initiatives.
- Review, formulate and implement action plans to minimize, control and eliminate errors in tasks and reservations handled by the team.
- Actively participate in, lead and coordinate employee engagement initiatives to strengthen morale and team spirit.
- Monitor team performance through side-by-side coaching, silent call monitoring and weekly quality checks on team members emails, using the findings to identify coaching opportunities.
- Ensure consistent one-to-one coaching and feedback sessions are carried out with all team members based on weekly performance data and monitoring results.
- Support the development of an effective team by monitoring and analysing membership trends and data to identify opportunities for growth.
- Ensure adherence to Shangri-La Circle policies, procedures and all applicable data privacy regulations.
- Establish and maintain strong professional relationships with hotel representatives and key stakeholders.
- Manage the Manager on Duty (MOD) mailbox and undertake MOD-related responsibilities when required.
- Respond promptly and professionally to emails and calls from both internal and external customers.
To succeed in this role, you should have the following skills and experience
- Excellent spoken and written English is essential.
- The ability to converse and write in Mandarin or Cantonese will be an added advantage.
- Preferably, at least 5 years of experience in call centre operations, customer service, a travel agency, or hotel reservations, with at least 2 years at the supervisory level.
- Must be willing to work on rotational shift (24-hour operations)
- Computer-literate and internet-savvy.
- Flexible to changes and has a sense of urgency
- Can work under pressure and deliver on set goals
- Positive work attitude and being able to work in a team environment
- A pleasant personality with good communication, organization and call-handling skills
- People leadership experiences desired/preferred.
- Open to Malaysians only
We offer the following benefits:
- A complimentary stay at any of our hotels worldwide (T&C Apply)
- 5-day work week
- Competitive monthly salary
- Discretionary performance-based bonuses
- Paid training programs and opportunities for career development.
- Comprehensive coverage includes SOCSO, EPF, EIS, and medical insurance.
- Annual preventive health screening
- Attractive perks and benefits
