Call Center Operations Director

2 days ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

Delivering Exceptional Guest Experiences

We are looking for an accomplished Call Center Manager (Rooms & F&B) to lead our Reservations Team at lxbfYeaa. As a luxury 5-star hotel, we strive to provide our guests with unforgettable experiences. The successful candidate will possess outstanding people skills, be proficient in standard PC systems, and have a passion for helping others.

  • Our Benefits:
  • Competitive salary package
  • Complimentary meals on duty
  • Opportunities for professional growth and development
  • Discounted rates at The Ned Doha

The role of a Call Center Manager involves leading employees, ensuring they understand guest needs, and providing guidance and feedback when necessary. The team must be trained to provide fast, efficient, and personalized service. The ideal candidate will be an expert in hotel/membership operations, booking procedures, policies, and systems, keeping all information up-to-date.

Responsibilities:

  • Supervise and lead employees, understanding their roles well enough to perform duties in their absence
  • Improve service by communicating with and assisting employees to understand guest needs
  • Ensure the Guest Experience team is trained to provide fast, efficient, and personalized service
  • Analyze and resolve guest requests, reservations, and orders as required
  • Communicate effectively with line managers, team members, and other outlets where relevant
  • Serve as a leader in using proper vocabulary and phone etiquette
  • Work collaboratively with the team to provide recommendations and suggestions to guests upon request
  • Assist with OpenTable system set-up and feedback as required

Requirements:

  • Previous experience as a Call Center/Reservations Manager in a luxury hotel environment
  • Knowledge of OpenTable system or any hotel and restaurant reservation system
  • Exceptional people skills
  • Good level of written and spoken English
  • Passionate about helping others

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