Job Overview
The Assistant Contact Centre Manager plays a key role in ensuring the smooth operation of the hotel's reservations centre. This is an exciting opportunity to join a dynamic team and contribute to delivering exceptional customer service and driving business results.
Key Responsibilities:
* Assist in managing daily operations of the hotel's contact/reservations centre;
* Supervise, motivate, and support the reservations and guest service team;
* Ensure high standards of customer service across phone, email, chat, and other communication channels;
* Handle escalated guest inquiries, complaints, and special requests professionally and efficiently;
* Monitor team performance and KPIs, providing coaching and feedback to drive improvements;
* Assist in training new staff and ongoing development of team members;
* Ensure accurate reservation data, guest information, and reporting;
* Identify opportunities to improve processes, efficiency, and the overall guest experience;
* Support the Contact Centre Manager in scheduling, staffing, and administrative tasks.
Requirements:
* Bachelor's degree in Hospitality, Business, or a related field (preferred);
* Proven experience in a contact centre or reservations role within the hospitality industry;
* Strong leadership and team management skills;
* Excellent communication and interpersonal skills;
* Proficiency in reservation systems, CRM tools, and MS Office;
* Strong leadership, organizational, and communication skills;
* Strong organizational and multitasking abilities;
* Analytical mindset with the ability to monitor KPIs and drive performance;
* Portuguese, Spanish, and English languages (additional languages are a plus).
What We Offer:
* Integration into a stable and solid company;
* A supportive and dynamic work environment;
* Opportunities for growth and professional development;
* Competitive salary based on experience and qualifications;
* Ongoing training and development;
* Birthday day off;
* Birthday voucher;
* Maternity/Paternity support voucher.
Note: This job announcement is equally open to applicants with disabilities, in accordance with Law No. 4/2019 of January 10.