На курорт Atlantis Resorts требуется Director Contact Centre & Reservations.
Job Summary:
To provide leadership for all the day to day operations of the resort for the Reservations and Contact Centre teams, this includes however not limited to Room Reservations, Operator, Restaurant Reservations, Aquaventure & Marine Experiences and Guest Experience in respect to standards, revenues, cost control, guest and colleague satisfaction, with the aim of achieving optimum financial returns for the company/owners.
Key Duties and Responsibilities:
- As a member of the Room Leadership team develop and implements property wide strategies that deliver products and services to meet or exceed the needs and expectations of the resort’s guests and colleagues while providing ROI
- Responsible for HR leadership of direct reports and their teams (recruitment and selection, performance management (PMP/IDP), colleague development and motivation, counselling / disciplinary issues)
- Responsible for delivery of budgeted targets – payroll costs, Rooms costs to ensure margins and cost reduction targets are achieved
- To ensure that standards of service are maintained across the entire operation, through the use of the Standards and Procedures and a commitment to both on and off job training. Ensure that all departmental SOP’s are in place, used and up to date at all times
- Conduct regular coaching sessions with Managers to further develop both their technical and management skills. With regards to the team ensure that they are trained on a regular basis with regards to all processes and products that the resort has to offer
- Oversee all operations for call centre with focus on call centre operations, systems and technology management, labour forecasting and utilization and Quality Assurance
- Proactively identify, analyze, and modify operational process, workforce models, and forecasts to deliver best in class call centre operations
- Develop payroll forecasts and monitor monthly performance to targets
- Lead and cultivate a positive team environment and provide ongoing guidance and career development opportunities to direct reports
- Provide leadership in the planning/forecasting staffing requirements as they translate to the creation of optimal schedules and real-time management to support the operations
- Responsible for achievement of all workforce performance measures including but not limited to handle time, reply time, and occupancy
- Streamline Quality Assurance program to become a standard component of daily operations and team evaluation
- Work cross functionally to develop project plans and execution of new initiatives to support company goals
- Ensure that the operational departments work effectively as one team to provide a seamless service across the operation. Institute a clear communication strategy within the resort and supporting teams to ensure effective sharing and updating of information throughout the property, including a structured and active meetings and briefings process. Seeking opportunities to encourage teamwork in order to share resources and best practice between departments
- To actively support Operational Innovation, developing an attitude of continuous improvement through colleague involvement
- Maintaining a business environment based on the Code of Conduct and Company Vision
- Staying up-to-date with financial results (budget versus actual) in sales and cost areas and ensure that sales and profit are maximised
- Manage the Colleague Engagement Survey (CES) process for the operational departments ensure that the follow up meetings are done, and the colleagues have timely feedback
- Control the LTO in the operational departments in conjunction with the HR Team to ensure that any areas of concern and monitored and rectified
- Together with the Rooms Leadership Team, take a leading role in positively representing the company with guests, reinforcing a customer focused approach to resort operations at all times – and harnessing data is a tool to measure success. As well as that all other online reputation sites also need to be monitored & managed, eg Tripadvisor & Booking.com on a daily basis
- Establish positive contacts within the Resorts internal organization to ensure best use of company’s skills, services and professional knowledge. Identify opportunities for resources and facilities to be shared between the properties and implement best practice
- Management of the Guest Experience Team to ensure timely follow up and response and ensure Guest satisfaction
- Forbes, IFH and other audits to ensure 100% compliance and awareness
- Strong ability to perform root cause analysis on service processes and escalations and implementing improvement strategies to drive performance improvement
- One stop shop for guests to book their rooms – at both resorts, activities around the resort, spa, watersports, dining reservations and so forth
- Set up and critical path planning for the preopening of ATR and the expansion of the team accordingly
- Oversee the WRO for Atlantis
- Maintaining of a good relationship with travel partners for the reservation team, and identifying opportunity to upsell for both rooms and F&B reservations
Skills, Experience & Educational Requirements:
- Previous experience in a Director level role, managing operations in Reservations, Call Centre and Customer Service
- University Graduate preferred
- Knowledge in AVAYA CMS/CCE/Omni Channel Management Systems
- Excellent communication skills, written and oral proficiency in English (Arabic and/or other language is an advantage)
- Knowledge in Property Management Systems
- Experience in Revenue Management Systems