Hotel Reservation and Customer Care Operation Manager

The Hotel Reservation and Customer Care Operation Manager is responsible for overseeing operations of the specified customer service team. This includes managing all aspects of the team’s performance, ensuring that customer service standards are met, and implementing strategies to improve customer satisfaction.

一、Responsibilities:

1. Manage the day-to-day operations of LOB team, including scheduling, performance monitoring, and reporting.

2. Implement and monitor customer service standards to ensure a high level of customer satisfaction.

3. Develop and implement strategies to improve the efficiency and effectiveness of the team.

4. Provide coaching and training to team members to improve their skills and performance.

5. Handle escalated customer complaints or issues, resolving them in a timely and satisfactory manner.

6. Collaborate with other departments to ensure a seamless customer experience.

7. Monitor and analyze customer feedback and data to identify trends and areas for improvement.

8. Ensure compliance with company policies and procedures, as well as legal regulations.

9. Participate in recruitment and selection process for new team members.

10. Conduct regular team meetings to discuss performance, updates, and issues.

二、Qualifications:

1. Bachelor’s degree in Business Administration, Hospitality Management, or a related field.

2. 5 Years above and proven experience as a team leader or supervisor in a customer service environment.

3. Excellent communication and interpersonal skills.

4. Strong leadership and team management abilities.

5. Proficiency in using customer service software and tools to provide analysis and action plan proposed.

6. Ability to handle stressful situations and remain calm under pressure. 7. Strong problem-solving skills and the ability to make decisions quickly.

8. Knowledge of both non-voice services(chat/portal/email) and hospitality industry, and their standards.

9. Ability to work flexible hours, including weekends and holidays.

10. Fluency in English; know ledge of other languages is a plus.