Manager - Call Center Operations (Reservations) , Singapore

Job description :
Job Description Pre-Opening • Participate in the recruitment of team members with the collaboration of HR and ensure that the appropriate number of team members are recruited timely in accordance to the Department’s manning timeline • Familiarize with all existing Venetian Macau’s business processes to understand the operating environment and; thereby, establish all required business processes that are customer-centric and appropriate for Marina Bay Sands environment • To work with Revenue Management and other departments such as Front Office and Housekeeping in establishing all the required configurations in our property management system (PMS) • Ensure that all room types and rates are uploaded into the prescribed Property Management system are accurate and timely • Participate in the various User Requirements discussions and be actively involved in the testing of applications related to Reservations such as PMS Post-Opening • Ensure that the day-to-day operation of the FIT and Groups teams are running smoothly in accordance to prescribed requirements, i.e. Service Level, Abandon rate, Staffing, etc • Ensure that established SLAs and KPIs are achieved monthly and appropriate actions are taken where required • Ensure that the reservation agents are making every effort to increase the conversion rate by conducting random phone monitoring; and providing the necessary coaching and demonstrating effective reservation sales techniques for improvement • Monitor that our staffing requirements are met daily by ensuring that the shift schedule is optimized; working in tandem with Systems and Technical Support team • Initiate the review of existing, and establish new business processes and policies (where required) impacting the Reservations team on a regular basis to ensure relevancy and taking a customer-focused approach