Connect Manager

• JOB PURPOSE

Guest Services provide day‐to‐day supervision, direction and leadership to all associates in accordance with the objectives, performance and quality standards established by Pullman & Novotel Hotels.  Ensures that  the  communication  system  of  the  hotel  is  well  maintained  and  guest communications are handled politely and efficiently as per Pullman & Novotel Brand Standard.

• SUPERVISORY RESPONSIBILITIES & EMPOWERMENT

Responsibilities include continuous training, motivating and managing the associates in ensuring high standard of guest services and hospitality as the focus.    

• KEY OPERATIONAL RESPONSIBILITIES

People Management

• Supervises the Pullman Connect & Guest Service Centre operation and work flow to maximize guests’ satisfaction.
• Identifies associate’s training requirements and service improvements areas.
• Supervises and coaches all staff to ensure that hotel’s policies and procedures are adhered to.
• Conducts daily and monthly meetings to highlight areas of improvement in the service aspects and obtains feedback.
• Creates a positive and highly motivated working environment that promotes and develops teamwork.
• Utilizes and develops communication tools and channels for the dissemination of information and workflow in the section.
•  Ensures high level of engagement with associates to develop talent and retain associates

Guest Loyalty

• Ensures all calls from guests and external calls are handled professionally and with care adhering to hotel’s policies and procedures.

Operational Processes

• Ensures that the facilities of the Pullman Connect / Novotel Connect are always in excellent working order, neat, clean and ensures that unauthorized persons do not enter the area.
• Ensures that the fax machines are checked frequently and to ensure timely delivery of faxes to guests’ rooms.
• Ensures that all backup system and procedures are in place in the event of equipment malfunctions and contingencies
• Ensures that the procedures to follow up on unresolved guest voicemails and messages in PMS are in place.
• Ensures that Telephone Book function in PMS is maintained with the latest telephone information at all times.
• Ensures that the monthly and/or quarterly testing of calls postings are done and in line with the charging structure.
• Ensures guests’ requests are handled efficiently at the Service Centre.
• Ensures that team is doing their follow up calls to guest to check for satisfaction in a situation where there is a service / facility defect.
• Ensure that HOT SOS is handled efficiently and effectively by all team members, all errands are being monitored for completion with in specified times.

Administration

• Manages the budget and forecast of revenue and expense for Telephone department.
• Reviews and manages monthly expenses and costs.
• Ensures that weekly/monthly reports from the call system & HOT SOS are prepared, reviewed and forwarded to Front Office Manager and other related departments.
• Conducts audits on quality & efficiency of calls.
• Prepare action plans based on audits conducted to achieve the standards.
• Liaison with other Department heads to improve the efficiency of the tasks. Informs Department heads by sending the periodic job efficiency reports.
• Performs all other job assigned by the Management.