Complex Call CenterManager
InterContinental Portghalib Hotels 945 Rooms 5stars delux
Total des années d'expérience :16 years, 7 Mois
Directs, supervises and coordinates the activities in Telecommunication department
Develops and implement procedures for proper handling in and out going telephone calls, facsimile transmission, rental equipment, lease telephone lines and other telecommunication services
Investigates complaints regarding the Telecommunication services and the Operators and technicians, takes appropriate actions.
Develops working plans to carry out goals, compares actual achievements against goal periodically, take necessary corrective actions
Establishes and maintains effective employee relations
Organizes and conducts regular meeting for all Telecommunication staff to facilitate communication and a smooth operation
Manages and monitors the operation of all equipment’s, software, hardware and endure all units are working and installed properly
Ensures all telecommunication equipment’s are covered by the correct maintenance contract and the preventive maintenance is performed
Maintains up to date list of all telecommunication equipment
Monitors the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report
Investigates and reports software problem to Vendors, coordinates interface problem solving with the hotel System Manager
Maintains suitable record to process telephone calls in the billing system, and to maintain record of the room status up to the Brand minimum standards
Maintains user documentation, PABX system reports, telephone list, and numbering plan leases agreement on rental lines, maintenance contract and local licenses
Performs PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel.
Prepares and controls departmental budgeted
To attend Telecommunication seminar, product knowledge, presentation, organized by the external bodies
Performs related duties and special projects as assigned
Conducts shift briefings to ensure hotel activities and operational requirements are known
Prepares efficient work schedule for Telephone staff, arranging holidays,
*Process reservations by mail, telephone, telex, cable, fax or central reservation systems referral.
*Process reservations from the sales office, other hotel departments, and travel agents.
*Know the type of rooms available as well as their location and layout.
*Know the selling status, rates, and benefits of all packages plans.
*Know the credit policy of the hotel and how to code each reservation.
*Create and maintains reservation records by date of arrival and alphabetical listing.
*Determine room rates based on the selling tactics of the hotel.
*Prepare letters of confirmation.
*Communicate reservation information to the front desk.
*Process cancellations and modifications and promptly relays this information to the front desk.
*Understand the hotel's policy on guaranteed reservations and no-shows.
*Process advance deposits on reservations.
*Track future room availabilities on the basis of reservations.
*Help develop room revenue and occupancy forecasts.
*Prepare expected arrival list for front office use.
*Assiss in preregistration activities when appropriate.
*Monitor advances deposit requirements.
*Handle daily correspondence. Responds to inquires and makes reservations as needed.
*Make sure that files are kept up to date.
*Maintain a clean and neat appearance and work area at all times.
*Promote goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees.
*Walk around with the client and ensuring that they secure whatever services they are in need of.
*Getting information about areas of interest in order to target more clients in particular seasons.
*Making arrangements for clients travel programs.
*To be aware of all front office procedures and assist with reception duties when required.
*To be fully aware of and adhere to health and safety, fire and bomb threat procedures.
*Willing to undertake any reasonable request made by management in any other areas of the house.
*Configuring rates on the hotels property mangement system.