Guest Services Manager (Hotel Call Centre)

Responsibilities

• Support the team during shifts, handling all inbound calls with warmth, efficiency and professionalism.
• Assist guests with a wide range of requests including in-house restaurant enquiries, facility operating hours, lost-and-found, e-mail enquiries and invoice requests.
• Supervise, coach and mentor the One Connect team; monitor staff conduct, performance and grooming standards.
• Maintain thorough knowledge of room categories, amenities, rate structures and hotel facilities.
• Be well-versed in local attractions, transport, dining, conventions and cultural activities to provide tailored recommendations.
• Ensure prompt, courteous and diplomatic handling of guest feedback and complaints; escalate appropriately when needed.
• Liaise with all relevant departments (Housekeeping, Sales, Security, etc.) and ensure VIP arrivals are communicated proactively.
• Check emails at the start of each shift and follow upon outstanding actions; maintain the Guest Services Manager checklist file.
• Plan, organise and conduct on-the-job training (OJT) for One Connect associates; identify ongoing training needs.
• Adhere to security protocols; direct guests reporting incidents or thefts to the Security department and report property defects promptly.
• Assist in the evacuation of associates and guests during emergencies.
• Carry out any other duties and responsibilities as assigned by superior.

Requirements

• Minimum 5 years' experience as an Assistant Manager or demonstrated leadership skills with strong familiarity in hotel call centre operations.
• Minimum diploma qualification in hospitality management.
• Proficient in PMS Opera Cloud and Microsoft Office.
• Customer-focused mindset with a high level of flexibility and adaptability.
• Strong team player with a professional, positive demeanour
• Strong communication skills
• Able to work rotating shift including weekends and public holidays.

Additional Information

In this role, you will support to oversee the smooth day-to-day operations of our Hotel - One Connect team. You will champion exceptional guest experiences, mentoring the team and ensuring every interaction reflects PARKROYAL COLLECTION Pickering's commitment to service excellence.

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