Manager, Service Centre

Duties may include but are not limited to:

Administrative Responsibilities

Monitors the performance of the PABX, voicemail, and call accounting system (if applicable).
Maintains comprehensive knowledge of all hotel services and ensures this information is communicated to all Guest Service Associates – Service Centre.
Works closely with the Section Manager to improve service standards, hotel profitability, and the overall working environment.
Maintains thorough knowledge of all menu items, ingredients, and preparation times, and ensures all Guest Service Associates – Service Centre possess the same knowledge.
Provides training to new associates on the use and location of equipment and telephone extensions.
Ensures the proper maintenance, repair, and use of telecommunication equipment throughout the hotel and its facilities.
Conducts regular departmental meetings with associates.
Maintains and updates job descriptions, multi- skilling requirements, and the department&039;s master training plan.
Represents the Guest Service Call Centre department at meetings.
Supervises and administers all Guest Service Call Centre operations in accordance with established policies and procedures.
Ensures guest telephone maintenance requests are completed within the established service standard.
Reviews and updates departmental job descriptions and standard operating procedures periodically.
Ensures associates are familiar with and comply with fire prevention and emergency procedures.
Supervises, coaches, disciplines, and evaluates associate performance on a regular basis.
Develops operational performance standards and drives service quality within the department.
Carries out any other reasonable duties and responsibilities as assigned.
Monitors monthly rosters and medical leave records and provides counselling when necessary.
Initiates and maintains effective communication between the Guest Service Call Centre department and all other departments.
Ensures associates complete all side work and additional assigned duties.
Ensures compliance with hotel security and emergency policies and procedures.
Ensures maximum associate productivity by closely monitoring work schedules and annual leave plans.
Ensures sufficient associates are available to handle incoming calls.

Guest Satisfaction

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.
Manages customer feedback effectively, using guest complaints and compliments to drive long- term improvements in products and services.
Ensures an effective tracking system is in place to capture guest preferences.
Investigates Guest Service Centre complaints and takes appropriate corrective action to resolve guest dissatisfaction.

Finance

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

Operations

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

Human Resources

Develops Departmental Trainers through ongoing coaching, feedback, and regular meetings.
Maximises employee effectiveness through training, coaching, mentoring, and professional development.
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.
Oversees the recruitment and selection of Guest Service Call Centre associates using the hotel&039;s competency- based recruitment process.
Conducts annual Performance Development Discussions and supports associates in achieving their development goals.
Ensures all associates understand and comply with employee rules and regulations.
Monitors associates&039; punctuality, appearance, uniform standards, personal grooming, and hygiene in accordance with hotel standards.
Encourages creativity and innovation while recognising employees for their contributions.
Reviews Employee Engagement Survey (YES) results and implements relevant improvement actions.
Supports the implementation of WWW by demonstrating and reinforcing Hoiana&039;s Values and Culture Characteristics.

Other Duties

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

Other Standard Responsibilities

Operates within approved budgetary limits.
Acts as a brand ambassador at all times, maintaining brand integrity and consistency.
Complies with all company policies and procedures.
Actively participates in recruitment and talent development initiatives to meet current and future business needs.
Undertakes additional reasonable duties as required.
Develops and updates departmental policies and manuals while ensuring consistent implementation across the organization.
Demonstrates the company&039;s culture, vision, mission, and core values in all aspects of work.

Required Skills

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

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.

Accommodation at Hoiana Staff Village.
Statutory insurance coverage plus the company&039;s additional health insurance program.
Staff shuttle bus service for employees living far from the property.
Excellent learning and career development opportunities in a world- class hospitality environment.
12 complimentary nights at Rosewood properties across domestic and international destinations.

Cập nhật gần nhất lúc: 2026-07-11 04:15:03