Operations Team Leader

You are responsible for (but not limited to):

• Lead and manage a team of Customer Service Executives in carrying out daily reservation operations in accordance with Shangri-La Hotels & Resorts standards and guidelines.
• Guide, coach and inspire the Worldwide Reservations and Shangri-La Circle Membership team to achieve individual, team and departmental objectives.
• Collaborate closely with SCCHK and CEPTGZ to execute engagement activities and promotional campaigns related to the membership program.
• Embrace change management initiatives and cultivate a growth mindset within the team.
• Foster open and effective communication among team members, colleagues and management.
• Acknowledge, encourage and reward team achievements to create a positive, productive and motivated work environment.
• Conduct regular team meetings and briefing sessions to communicate updates on processes, promotions and business initiatives.
• Review, formulate and implement action plans to minimize, control and eliminate errors in tasks and reservations handled by the team.
• Actively participate in, lead and coordinate employee engagement initiatives to strengthen morale and team spirit.
• Monitor team performance through side-by-side coaching, silent call monitoring and weekly quality checks on team members’ emails, using the findings to identify coaching opportunities.
• Ensure consistent one-to-one coaching and feedback sessions are carried out with all team members based on weekly performance data and monitoring results.
• Support the development of an effective team by monitoring and analysing membership trends and data to identify opportunities for growth.
• Ensure adherence to Shangri-La Circle policies, procedures and all applicable data privacy regulations.
• Establish and maintain strong professional relationships with hotel representatives and key stakeholders.
• Manage the Manager on Duty (MOD) mailbox and undertake MOD-related responsibilities when required.
• Respond promptly and professionally to emails and calls from both internal and external customers.

To succeed in this role, you should have the following skills and experience

• Excellent spoken and written English is essential.
• The ability to converse and write in Mandarin or Cantonese will be an added advantage.
• Preferably, at least 5 years of experience in call centre operations, customer service, a travel agency, or hotel reservations, with at least 2 years at the supervisory level.
• Must be willing to work on rotational shift (24-hour operations)
• Computer-literate and internet-savvy.
• Flexible to changes and has a sense of urgency
• Can work under pressure and deliver on set goals
• Positive work attitude and being able to work in a team environment
• A pleasant personality with good communication, organization and call-handling skills
• People leadership experiences desired/preferred.
• Open to Malaysians only

We offer the following benefits:

• A complimentary stay at any of our hotels worldwide (T&C Apply)
• 5-day work week 
• Competitive monthly salary
• Discretionary performance-based bonuses
• Paid training programs and opportunities for career development.
• Comprehensive coverage includes SOCSO, EPF, EIS, and medical insurance.
• Annual preventive health screening
• Attractive perks and benefits

Perks & Benefits

• Nearby public transport
• Medical insurance