Reservations & Office Manager ? Amman, Jordan

Job Description

One of the largest 5* hotel in the Middle East will soon open a new office based in Amman, Jordan. This office will be responsible for incoming and outbound calls to the Hotel. Along with sales and reservations related activity.The Office Manager will be responsible for the entire office and sales operation.About the Role

• To develop quality assurance, training and process and control and implement the approved structure to achieve the metrics
• Respond, positively, to sales inquiries to develop future sales leads
• Identify sales leads, as appropriate
• Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guests expectation
• Provide prompt and efficient service while maintaining the hotels brand standards
• To build the quality and control targets and the measurement tools required to ensure they are achieved down to the individual staff level
• To develop the required Quality Assurance (call, transaction, and process) MIS for all units under Contact Centre.
• To build and feed into the recruitment and staff development process of all units in Contact Centre to ensure that right resources are being recruited, effective training deployed, and staff groomed for increased /changes in responsibilities
• Identification and implementation of Key measurements for calls and transactions
• Implementation of the framework of measurement of performance of these metrics working with various teams? owners to define and roll-out the unit specific metrics
• Providing intelligence and support to Contact Centre
• Work with relevant stakeholders to create awareness amongst the Contact Centre Leadership team on the performance of Key Indicators of various interactions and processes that impact customers experience and propose measures to improve their performance
• Where required, provide support and cross check the performance rating given on KPIs for each unit
• Responsible for Contact Centre Readiness for New Product and Service launch
• Represent Contact Centre in all new product, process, and service launches
• Work with Business, Product Heads, and cross functional stakeholders across the Hotel to define processes, system requirements and SLAs for new products and services to ensure readiness of Contact Centre
• Develop metrics, training material, control guidelines to measure performance
• Enhance processes for defining monitoring and reporting service performance against service level agreements (SLAs) metrics and other related targets.
• Perform Competition scan on service metrics and customer experience for benchmarking against the best in class.
• Revenue Generation
• Provides insight into revenue generation opportunities and how to transform the unit into a profit Centre.
• Structure the performance management of contact Centre fulfilment team to ensure high conversion of leads.
• Provide management with recommendations that will drive increased sales and productivity
• Perform analysis on key revenue generation metrics and recommend action
• Collaborate with product owners to identify and implement enhancements to increase sales from contact Centre

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