Guest Services Manager (Hotel Call Centre)

In this role, you will support to oversee the smooth day-to-day operations of our Hotel - One Connect team. You will champion exceptional guest experiences, mentoring the team and ensuring every interaction reflects PARKROYAL COLLECTION Pickering's commitment to service excellence. Responsibilities: Support the team during shifts, handling all inbound calls with warmth, efficiency and professionalism. Assist guests with a wide range of requests including in-house restaurant enquiries, facility operating hours, lost-and-found, e-mail enquiries and invoice requests. Supervise, coach and mentor the One Connect team; monitor staff conduct, performance and grooming standards. Maintain thorough knowledge of room categories, amenities, rate structures and hotel facilities. Be well-versed in local attractions, transport, dining, conventions and cultural activities to provide tailored recommendations. Ensure prompt, courteous and diplomatic handling of guest feedback and complaints; escalate appropriately when needed. Liaise with all relevant departments (Housekeeping, Sales, Security, etc.) and ensure VIP arrivals are communicated proactively. Check emails at the start of each shift and follow upon outstanding actions; maintain the Guest Services Manager checklist file. Plan, organise and conduct on-the-job training (OJT) for One Connect associates; identify ongoing training needs. Adhere to security protocols; direct guests reporting incidents or thefts to the Security department and report property defects promptly. Assist in the evacuation of associates and guests during emergencies. Carry out any other duties and responsibilities as assigned by superior. Requirements: Minimum 5 years' experience as an Assistant Manager or demonstrated leadership skills with strong familiarity in hotel call centre operations. Minimum diploma qualification in hospitality management. Proficient in PMS Opera Cloud and Microsoft Office. Customer-focused mindset with a high level of flexibility and adaptability. Strong team player with a professional, positive demeanour Strong communication skills Able to work rotating shift including weekends and public holidays.