The Operations Manager is responsible for a team of Operations and Administrative associates, coordinate room reservations with internal/external hotel properties and leading the team in achieving budget package activations. He/She should be responsible for analysis and delivery of Call Center reports on a daily basis.
The Operations Manager should ensure that his/her team of Operations and Administrative associates represent Anantara in a courteous, enthusiastic and diligent manner. All guests that are invited on a holiday package preview will be required to attend a minutes sales presentation on the benefits of shared ownership with Anantara Vacation Club. It should be the Operations Manager’s responsibility to ensure that each guest clearly understands the offer and is qualified to attend the presentation.
Working Relationships:
Interfaces with: Call Center Manager, Telesales Team Leader, Operations Team Leader, Operations Executive, Activator, Marketing Administrator & Admin Executive
Key Responsibilities:
- Lead and manage a team of operations / administrative associates in Shanghai call center.
- Compile, tally and deliver daily reports and analysis in a meticulous manner.
- Employ an empathetic, problem solving approach to overcome objections and engage strong persuasion skills on all customer bookings.
- Support the customer’s decision to purchase and travel on the Holiday Discovery Package by sharing benefits and reinforcing the fun and rewarding aspects of the presentation.
- Ensure team understands that all invited guests meet the qualifications and details of participation of each offer as set forth by AVC in a timely and accurate manner.
- Conduct on-job training and any new/existing campaigns/sales/products training as necessary.
- Manage and track company assigned leads for maximum conversion to preview package sales.
- Perform clerical or other work-related duties as assigned by the Call Center Director, HK & Shanghai.
Job Specifications & Qualifications:
Excellent customer service skills, including but not limited to, active listening, empathizing, problem solving, organized, detail oriented, follow through, and excellent verbal and written communication skills.- Proficient in PC Microsoft Office (Excel, Word, Excess).
- Ability to work as a team player, in a personable and positive manner.
- Ability to work under pressure in a fast paced environment and meet desired datelines.
- Previous experience in the Hotel reservations or Timeshare Marketing operations.
- Good Cantonese &English is preferred.
职能类别: 酒店/宾馆销售
关键字: 客服经理 酒店 旅游咨询
联系方式
上班地址:上海市黄浦区龙华东路647号电科滨江中心15楼
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