Reservations & Office Manager

Along with sales and reservations-related activity.The Office Manager will be responsible for the entire office and sales operation.About the RoleTo develop quality assurance, training and process, and control and implement the approved structure to achieve the metricsRespond, positively, to sales inquiries to develop future sales leadsIdentify sales leads, as appropriateRespond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest's expectationProvide prompt and efficient service while maintaining the hotels brand standardsTo build the quality and control targets and the measurement tools required to ensure they are achieved down to the individual staff levelTo develop the required Quality Assurance (call, transaction, and process) MIS for all units under Contact Centre.To build and feed into the recruitment and staff development process of all units in Contact Centre to ensure that right resources are being recruited, effective training deployed, and staff groomed for increased /changes in responsibilitiesIdentification and implementation of Key measurements for calls and transactionsImplementation of the framework of measurement of performance of these metrics working with various teams’ owners to define and roll-out the unit specific metricsProviding intelligence and support to Contact CentreWork