Assistant Manager, Reservations & Call Centre - The Singapore EDITION

POSITION SUMMARY

 

The Assistant Reservations and Call Centre Manager is responsible for overseeing the daily operations of the Reservations and Call Centre functions to ensure exceptional guest service, efficient call handling, accurate reservation management, and revenue optimization. This role supports the management of room inventory, group bookings, reservation procedures, team performance, and customer service standards while leading, coaching, and motivating the Reservations and Call Centre team.

 

Key Responsibilities

Reservations Management

• Oversee the accuracy of room blocks, reservations, group bookings, and market codes.
• Manage and process reservation requests, changes, and cancellations received through telephone, email, fax, and other communication channels.
• Identify guest accommodation requirements and recommend appropriate room types and rates.
• Verify room availability and ensure accurate reservation records within the reservation system.
• Explain guarantee policies, cancellation policies, special rates, and booking terms to guests.
• Handle and document special guest requests and ensure appropriate follow-up.
• Respond promptly to reservation challenges and work with relevant departments to secure suitable accommodations.
• Set up and maintain accurate billing arrangements in accordance with company accounting policies.
• Maximize revenue opportunities through effective up-selling, cross-selling, and room/package promotions.

 

Call Centre Operations

• Support the management of daily Call Centre operations to ensure service excellence and operational efficiency.
• Monitor call centre productivity, call quality, call monitoring activities, and service levels.
• Analyze call volume trends and assist with forecasting staffing requirements.
• Prepare and manage weekly schedules to ensure adequate coverage across all skill groups.
• Monitor key performance indicators (KPIs), including:
  • Call volume
  • Average talk time
  • Calls waiting in queue
  • Response times
  • Conversion and sales performance
• Prepare operational and performance reports and recommend process improvements.
• Ensure accurate maintenance of user profiles, system access, attendance records, and labor reports.
• Assist in maintaining and administering the work order and service ticket system.
• Serve as Manager on Duty (MOD) during assigned shifts.

 

Customer Service Excellence

• Ensure guests and potential guests receive professional, efficient, and courteous telephone service.
• Assist Call Centre Agents in handling guest complaints, service recovery situations, and complex reservation inquiries.
• Resolve guest concerns promptly or escalate issues to the appropriate department when required.
• Monitor and enforce adherence to approved service standards, communication protocols, and sales techniques.
• Promote a guest-centric culture by anticipating guest needs and delivering exceptional service experiences.
• Maintain comprehensive knowledge of hotel facilities, services, amenities, and room offerings.

 

Leadership & Team Management

• Assist with recruitment, onboarding, training, coaching, and development of Reservations and Call Centre team members.
• Monitor employee performance and provide ongoing feedback, guidance, and support.
• Conduct coaching sessions to improve service quality, productivity, and sales effectiveness.
• Support employee scheduling, attendance management, and workforce planning activities.
• Foster a positive work environment consistent with company values and culture.
• Act as a role model and support the implementation of the company's Guarantee of Fair Treatment/Open Door Policy.

 

Compliance & Standards

• Ensure compliance with all company policies, procedures, and quality assurance standards.
• Maintain confidentiality of company, guest, and operational information.
• Ensure accurate documentation and record-keeping practices.
• Support continuous improvement initiatives and implementation of new reservations and call centre procedures.
• Maintain professional appearance and conduct in accordance with company standards.
• Perform other duties and responsibilities as assigned by management.

 

Qualifications

Education

• High School Diploma, G.E.D., or equivalent required.
• Diploma or Degree in Hospitality Management, Business Administration, Tourism, or a related field preferred.

Experience

• Minimum 2 years of experience in Reservations, Call Centre Operations, Front Office, or a related hospitality function.
• Minimum 1 year of supervisory or team leadership experience.
• Previous hotel or hospitality industry experience preferred.

Skills & Competencies

• Strong leadership, coaching, and team development skills.
• Excellent verbal and written communication abilities.
• Strong customer service and conflict-resolution skills.
• Knowledge of hotel reservation systems and call centre operations.
• Ability to analyze operational data and performance metrics.
• Strong organizational and time-management skills.
• Proficient in Microsoft Office applications and hospitality systems.
• Ability to multitask and perform effectively in a fast-paced environment.
• Sales-oriented mindset with demonstrated revenue-generation capabilities.

Certifications

• No specific certification required.

 

Working Conditions

• May be required to work a flexible schedule, including weekends, public holidays, and shifts.
• Ability to read and verify information in a variety of formats.
• Ability to move, lift, carry, push, pull, or place objects weighing up to 10 pounds (4.5 kg) without assistance.
• May be required to perform additional reasonable duties as assigned by management.

 

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.