Supervisor, Reservation Sales

[{{ $ctrl._job.status.name | translate}}] Supervisor, Reservation Sales
Starwood CCC-Guangzhou

Posted

Job description

Sales and Customer Service

 

  • Ensure the assigned teams to meet the reservation sales target
  • Handle difficult complains /demanding customers through telephone by following the process, criteria, and other customer service guideline stated by CCC
  • Enable the team to deliver service that meets or exceeds internal/external customer satisfaction
  • Ensure accurate, timely and consistent replying and coaching team leaders and take preventive and corrective actions as appropriate by aligning individual calls/contacts
  • By promoting awareness, understanding and practicing of Sales and Quality service among the team leaders and associates to ensure continuous performance improvement

 

Team Management

 

  • To lead, coach, supervise and motivate several teams so as to achieve the goal of consistent high quality customer service and optimum operational efficiency
  • Manage the whole team’s performance, ensure Starwood Performance Management process are followed, and provide guidance and coach to team leaders to provide performance feedback
  • By supervising and overseeing team performance to maximize productivity, reviewing staffing level, training and counselling needs
  • Take initiative to improve associates’ engagement and lower the turnover rate of the team
  • Ensure key messages from the Company are correctly communicated to each level in the team
  • Develop associates career and competency by following up talent review program, delivering training workshops, and participating in succession plan
  • Work with Intraday team to allocate and schedule manpower and other resources to ensure the service
  • level and lower abandoned rate
  • Monitor all financial returns closely to ensure reversals and refunds are properly effected, and all outstanding cases are followed up properly
  • Support training team and operation manager to build knowledge database

 

Operation Management

 

  • Support operation manager in long term planning and project leading
  • Provide long term solution to improve operation efficiency, such as sales stimulation, improving customer experience, developing associates’ competency and streamlining process
  • Take initiative to change and bring in the Best Practice in call center industry
  • Report and Update each team’s performance methodologically, structured and accurately, tailor-make action plans for further improvement
  • Liaison with hotel’s key stake holders and play a role as account management
  • Assist Operation Manger to foster the spirit of an overall Starwood servicing

 

Other tasks assigned by operation managers and GZ CCC Director

 
 

QUALIFICATION STANDARDS:

 

-       Fluent in English in both written and speaking. Native Cantonese is a plus

-       Diploma or above at a recognized university or college

-       6 years and above experience in customer service, with at least 2 years call center experience, hospitality industry knowledge is a plus

-       At least 2 years experiences in leading teams

-       Knowledge on call centre operations and systems

-       Good at MS Office usage, especially for Excel, Word, and Powerpoint

-       Willing to take shift

 

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed.  We believe a great career is a journey of discovery and exploration.  So, we ask, where will your journey take you?

 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Requirements

See description

Job type
Fulltime job
Location
Guangzhou, China
Department
Reservations
Starting in
As soon as possible

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