Assistant Contact Centre Manager (m/f)

About Us: MGM Muthu Hotels is a prominent leisure group with resorts in various locations including the United Kingdom, Portugal, Spain, Cuba, India, and Africa, with 50+ Hotels on our portfolio. They offer affordable luxury self-catering and all-inclusive accommodations with high standards and a focus on customer satisfaction. 

Job Summary: The Assistant Contact Centre Manager supports the Contact Centre Manager in overseeing daily operations of the hotel’s reservations. This role ensures high-quality customer service, efficient handling of bookings, inquiries, and complaints, and drives performance to meet revenue and occupancy targets. The Assistant Manager coordinates with other departments, monitors team performance, implements process improvements, and contributes to staff training and development, ensuring a seamless and memorable guest experience across all communication channels.

Key Responsibilities:

·        Assist in managing daily operations of the hotel’s contact/reservations centre;

·        Supervise, motivate, and support the reservations and guest service team;

·        Ensure high standards of customer service across phone, email, chat, and other communication channels;

·        Handle escalated guest inquiries, complaints, and special requests professionally and efficiently;

·        Monitor team performance and KPIs, providing coaching and feedback to drive improvements;

·        Assist in training new staff and ongoing development of team members;

·        Ensure accurate reservation data, guest information, and reporting;

·        Identify opportunities to improve processes, efficiency, and the overall guest experience;

·        Support the Contact Centre Manager in scheduling, staffing, and administrative tasks.

Requirements:

·        Bachelor’s degree in Hospitality, Business, or a related field (preferred);

·        Proven experience in a contact centre or reservations role within the hospitality industry;

·        Strong leadership and team management skills;

·        Excellent communication and interpersonal skills;

·        Proficiency in reservation systems, CRM tools, and MS Office;

·        Strong leadership, organizational, and communication skills;

·        Strong organizational and multitasking abilities;

·        Analytical mindset with the ability to monitor KPIs and drive performance;

·        Portuguese, Spanish and English languages (additional languages are a plus).

What we offer:

·        Integration into a stable and solid company;

·        A supportive and dynamic work environment;

·        Opportunities for growth and professional development;

·        Competitive salary based on experience and qualifications;

·        Ongoing training and development;

·        Birthday day off;

·        Birthday voucher;

·        Maternity/Paternity support voucher.

Note: This job vacancy is also open to applicants with disabilities, in accordance with Law No. 4/2019 of January 10.

If you believe you have the profile for this challenge, please send your application to: recruitment.pt@muthuhotelsmgm.com