Manager, Service Centre

Duties may include but are not limited to:

Administrative Responsibilities

• Initiates and maintains effective communication between the Guest Service Call Centre department and all other departments.
• Ensures the proper maintenance, repair, and use of telecommunication equipment throughout the hotel and its facilities.
• Monitors the performance of the PABX, voicemail, and call accounting system (if applicable).
• Ensures guest telephone maintenance requests are completed within the established service standard.
• Carries out any other reasonable duties and responsibilities as assigned.
• Ensures sufficient associates are available to handle incoming calls.
• Ensures associates complete all side work and additional assigned duties.
• Maintains thorough knowledge of all menu items, ingredients, and preparation times, and ensures all Guest Service Associates – Service Centre possess the same knowledge.
• Maintains comprehensive knowledge of all hotel services and ensures this information is communicated to all Guest Service Associates – Service Centre.
• Provides training to new associates on the use and location of equipment and telephone extensions.
• Monitors monthly rosters and medical leave records and provides counselling when necessary.
• Represents the Guest Service Call Centre department at meetings.
• Conducts regular departmental meetings with associates.
• Works closely with the Section Manager to improve service standards, hotel profitability, and the overall working environment.
• Supervises and administers all Guest Service Call Centre operations in accordance with established policies and procedures.
• Maintains and updates job descriptions, multi-skilling requirements, and the department's master training plan.
• Ensures maximum associate productivity by closely monitoring work schedules and annual leave plans.
• Ensures associates are familiar with and comply with fire prevention and emergency procedures.
• Develops operational performance standards and drives service quality within the department.
• Supervises, coaches, disciplines, and evaluates associate performance on a regular basis.
• Reviews and updates departmental job descriptions and standard operating procedures periodically.
• Ensures compliance with hotel security and emergency policies and procedures.

Guest Satisfaction

• Ensures an effective tracking system is in place to capture guest preferences.
• Manages customer feedback effectively, using guest complaints and compliments to drive long-term improvements in products and services.
• Investigates Guest Service Centre complaints and takes appropriate corrective action to resolve guest dissatisfaction.
• Supports new initiatives that enhance the guest experience.
• Ensures Guest Service Centre quality standards, policies, and procedures are consistently implemented.
• Ensures loyalty programme members and partner programme members are appropriately recognised and all related standards are met.

Finance

• Manages the department within the approved budget while achieving measurable financial targets.
• Monitors and analyses budget variances effectively.
• Prepares monthly expense forecasts and profit and loss analyses.
• Develops and maintains stock control procedures.
• Approves and submits invoices for goods and services received to the Purchasing/Cost Controller.
• Maximizes employee productivity through multi-skilling, multi-tasking, and flexible scheduling while meeting financial objectives and guest expectations.
• Continuously improves productivity while prudently managing utility and payroll costs to ensure optimal resource deployment and energy efficiency.
• Ensures compliance with hotel, company, and local financial policies, procedures, and licensing requirements, including timely and accurate financial reporting.
• Promotes the adoption of new technology and equipment to improve productivity and operational efficiency.
• Ensures the efficient and effective use of departmental resources.

Operations

• Reviews daily room availability, including room blocks (e.g. Out of Service and House Use) and special VIP arrivals.
• Greets guests at the front desk or lobby whenever possible and supports Front Desk and Residence Club operations.
• Handles guest complaints and monitors guest history records and data accuracy.
• Reviews the Guest Service Call Centre logbook daily and follows up on outstanding issues as required.
• Promotes multi-skilling within the department.
• Takes appropriate action to resolve guest dissatisfaction promptly.

Human Resources

• Oversees the recruitment and selection of Guest Service Call Centre associates using the hotel's competency-based recruitment process.
• Monitors associates' punctuality, appearance, uniform standards, personal grooming, and hygiene in accordance with hotel standards.
• Maximises employee effectiveness through training, coaching, mentoring, and professional development.
• Conducts annual Performance Development Discussions and supports associates in achieving their development goals.
• Develops Departmental Trainers through ongoing coaching, feedback, and regular meetings.
• Plans and implements effective training programmes in collaboration with the Training Manager and Departmental Trainers.
• Reviews weekly work schedules to ensure they meet business needs and key performance indicators.
• Encourages creativity and innovation while recognising employees for their contributions.
• Supports the implementation of WWW by demonstrating and reinforcing Hoiana's Values and Culture Characteristics.
• Ensures all associates understand and comply with employee rules and regulations.
• Reviews Employee Engagement Survey (YES) results and implements relevant improvement actions.

Other Duties

• Demonstrates responsible leadership behaviour and positively represents the hotel management team and Hoiana at all times.
• Complies with the Employee Handbook and all hotel policies relating to fire safety, hygiene, health, and workplace safety.
• Maintains high standards of personal presentation and grooming.
• Responds effectively to changes in Guest Service Call Centre operations driven by business or industry needs.
• Attends training sessions and meetings as required.
• Carries out any other reasonable duties and responsibilities assigned by management.

Other Standard Responsibilities

• Complies with all company policies and procedures.
• Operates within approved budgetary limits.
• Undertakes additional reasonable duties as required.
• Develops and updates departmental policies and manuals while ensuring consistent implementation across the organization.
• Actively participates in recruitment and talent development initiatives to meet current and future business needs.
• Acts as a brand ambassador at all times, maintaining brand integrity and consistency.
• Demonstrates the company's culture, vision, mission, and core values in all aspects of work.

• Statutory insurance coverage plus the company's additional health insurance program.
• Staff shuttle bus service for employees living far from the property.
• Accommodation at Hoiana Staff Village.
• 12 complimentary nights at Rosewood properties across domestic and international destinations.
• Excellent learning and career development opportunities in a world-class hospitality environment.

Required Skills

• Professional Knowledge.
• People person and good motivator.
• Good interpersonal and communication skills.
• Problem-solving ability.

Language Skills

• Good communication skill in English, listening and writing. Advantage Chinese skills.

Qualifications

• Certificate or diploma in hotel study is preferred.

Experience

• Supervisory experience in hotel service centre operations and track record in leading hotel with good standards.