Job Description

Position OverviewThe Assistant Manager, Capella Connects & Reservations provides guests, hotels, and fellow team members with exceptional customer service during call reservation process. The individual also supports the training needs of the department and manage department\'s performance.The RoleCall Center Operations

• Provide responses while anticipating and recognizing individual guest needs
• Answer questions regarding hotel facilities and services, airline partnerships, local attractions, directions, etc
• Pass on requests in a timely and accurate manner to appropriate colleagues
• Process in-room dining food orders with accuracy and efficiency
• Input and access data in computer with accuracy and efficiency
• Communicate pertinent guest information to designated departments/personnel
• Promote hotel marketing programs
• Provide responses while anticipating and recognizing individual guest needs
• Coach team members to improve service performance

Hotel Reservations

• Process reservations by email, telephone, central reservation systems referral or from the sales/catering office, other hotel departments, and travel agents
• Prepare letters of confirmation
• Process cancellations and modifications and promptly
• Process and monitor advance deposits/prepayment on reservations
• Enter all room sales booking on a timely basis
• Monitor team\'s compliance with property\'s standards and procedures for reservation operations

Manage Team

• Manage department\'s performance to ensure guests\' queries and requests are addressed in a timely and effective manner

Talent Profile * Minimum Diploma in Hotel Management or equivalent

• Minimum 5 years of supervisory experience in similar capacity at a luxury hotel
• Knowledge of hotel property management systems
• Knowledge of extranets and central reservations systems
• Knowledge of hotel revenue management concepts, processes and strategies

Capella Hotels & Resorts