Manager – Hotel Support

2 weeks ago

Noida, India Product and Technology Full time

Job Purpose: 

The primary responsibility of the Hotel Support Desk Manager is to oversee the efficient operation of the hotel support desk. This role involves managing a team of support agents who assist the front desk teams with bookings, payments, issue resolution and any other support required to improve the hotel attachment. The manager ensures exceptional customer service delivery, adherence to company policies and procedures, and optimization of operational workflows to enhance client satisfaction and achieve business goals.

Key Responsibilities: 

Lead and manage a team of hotel support agents, including recruitment, training, and performance management. Oversee day-to-day operations of the hotel support desk, ensuring timely and accurate handling of queries, processes and issue resolution. Foster a customer-centric culture focused on delivering exceptional service to corporate clients and travellers. Establish and maintain strong relationships with hotel partners and suppliers to negotiate rates and resolve issues promptly. Continuously improve operational workflows, processes, and systems to enhance efficiency and service quality. Monitor performance metrics, analyze data, and generate reports to assess team productivity and identify areas for improvement. Ensure compliance with company policies, industry regulations, and service standards.

Experience:

Proven experience (4+ years) in a role within a hotel support desk, corporate travel agency, or similar environment. Strong leadership skills with the ability to motivate and inspire a team. Excellent communication and interpersonal skills. In-depth knowledge of hotel reservation systems and travel industry practices. Experience in process optimization, workflow management, and operational excellence. Analytical mindset with proficiency in data analysis and reporting. Customer-focused approach with a commitment to delivering exceptional service. Ability to thrive in a fast-paced, dynamic environment and handle multiple priorities effectively.

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