ANAインターコンチネンタルホテル東京 - Instant Service Assistant Manager / コールオペレーションチームアシスタントマネージャー

*** Local hiring position***
To apply, candidate must have proper visa or permanent resident qualification in Japan.

The Instant Service Centre (ISC) Manager will ensure success of the department in all aspects of Guest Experience, People Development, Financial Returns underpinned by Duties and Responsibilities. 

This will include developing and maintaining training programs so that new and existing colleagues are adequately trained to fulfil their responsibilities.
In addition, the role will support any new initiatives for continuous improvement and evolution of the data collection and analysis of guest requests.

Ensuring the highest standard of guest care at all times and under the general guidance and direction of the QCI Manager, within the limits of IHG and its policies and procedures – the ISC Manager will play a leading role of prompt and satisfactory resolution of any inquiries, requests, problems or complaints from internal and external guests of the hotel.

At InterContinental Hotels & Resorts^® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

DUTIES AND RESPONSIBILITIES

Guest Experience

• Maintain complete knowledge at all of times of:

1. All hotel features/services/outlets, hours of operation.
2. All room types, numbers, layout, amenities, location and view.
3. Up-to-date room rates, special packages and promotions.
4. Daily house count and expected arrivals/departures
5. Scheduled daily group activities / function events happening in the hotel
6. All VIPs and special care guests

• Ensure Standard Operating Procedures (SOPs) are adhered to in accordance with Brand standards and ensure guests receive prompt service, professional attention, personal recognition and a level of service that consistently meets and exceeds their expectations.
• Effectively communicate any important updates and information to the team and take full ownership to ensure the notice board in the office are organized, updated and relevant.
• Drive IHG Rewards Club and Ambassador recognition within the department. 
• Handle Guest experience complaints pertaining to the ISC. Take ownership to extend apologies to guests and arrange service recovery. Seek support from Duty Mangers or FB Senior Managers to ensure guest is satisfied with any direct follow up.
• Ensure all ISC-related guest complaints are recorded in Hotsos MOD Log. 
• Conduct detailed investigations on Guest experience complaints pertaining to the ISC and provide actions for improvement. 
• Ensure all other guest complaints are escalated to respective managers for timely follow up. 
• Regularly review the incoming call data daily and monthly to advise of any trends to continually improve the quality of service and efficiency of call handling.
• Regularly review HeartBeat Guest love results. To conduct investigation, seek ISC-related improvement opportunities or share positive comments with the team.
• Keep track for ISC sent guest requests in Hotsos to ensure a timely follow up by relevant departments. 
• Maintain strong and open communication with leaders in Front Office, Housekeeping, Engineering and Food & Beverage team to ensure smooth operations and provide efficient service to guest. 

People

• Oversee the training, coaching and maintenance of training programs for the ISC. 
• Assist in creating and implementing on-boarding and training plans to ensure team members are properly trained on the quality of service standards and that they have the necessary tools and equipment to carry out their role. 
• Be the key driver to ensure effective communications within the team.
• Drive initiatives to keep the team motivated. Develop action plans to improve deficiencies and weaknesses as per results of the Employee Engagement Survey.  
• In charge of planning and administering Annual Performance Management including probationary review, quarterly and annual performance reviews.
• In charge of the creation and maintenance of Performance Development Plans for the team.
• Facilitate on-boarding to new starters in order to deliver our promise of Room to have a great start.
• In charge of creating the roster, maximizing productively, publishing in accordance with the Hotel policies and maintaining a fair and healthy work-life balance. 
• Facilitate departmental briefings/meetings with a focus on building engagement and team work through colleague events, reward, recognition and activities to help drive the guest experience. 

Financial Returns

• Identify cross-selling or up-selling opportunities for the team to drive revenue when guest is seeking for recommendations, promotions, In-Room Dining orders and restaurant reservations in the hotel.
• Provide input to identify opportunities from guest requests and problems can assist the hotel to eliminate the issue leading to reduced recovery steps which generally impact productivity and cost of other departments.
• Auditing the accuracy in Hotsos requests and call movements as this can assist the hotel to be more efficient.

General

• Be competent to support ISC operations with knowledge to perform shift duties. 
• Is knowledgeable about the software/system including but not limited to: PBX switchboard (NEC PC Console), Property Management System (Opera), HotSoS, Concierge (ALICE), Restaurant Reservations (Table Solution), Food Ordering System (MICROS)
• Ensure the team is security conscious at all times, act according to code of conduct and handle privacy information with care.
• Update and continually develop SOPs with regards to process in the ISC and emergency situations.
• Frequently audit SOPs and emergency response procedures with exiting and new team members.
• Train team members on Emergency phone procedures. Serve as a central communication point during emergency/crisis situations with Duty Manager and emergency personnel.
• Be full conversant on how to handle Telephone bomb threats as per the Crisis Manual, checklist and relevant SOPs.
• Be full conversant on how to activate and handle emergency protocols and procedures when a call is received by the main line or via the Emergency phone. This include but is not limited to:

1. Fire / Earthquake emergency
2. Medical emergency
3. Evacuation

• Ensure a safe work environment and ensure the team maintains a clean work environment.
• Attend any meeting or training sessions as required/determined by management.
• To perform any other related duties or special projects as requested by management.

Required Skills

• 5 years or more experience in Front Office / Guest services / Food & Beverage / Call Centre or 3 years experiences as call center operation manager
• Ability to work and engage in a team as manager
• Demonstrated strong interpersonal skills to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Ability to manage multi-tasks, conflicting deadlines and work under pressure
• Leading role to adapt to varying situations
• Strong organizational skills and ability to time-manage and priorities requests and tasks
• Good communication and writing skills in both Japanese and English
• Proficient in the use of Microsoft Office, knowledge about Opera, Hotsos, Table Solution, ALICE, Micros would be a plus.
• Ability to work on weekends/public holidays and rotate in shifts