Call Center (Maxxassist) Manager

Maxx Royal Resorts

Etstur, one of Turkey's leading brands in the travel and tourism sector, stands out with over 30 years of experience, its innovative and visionary structure, and its numerous pioneering achievements. The company also hosts several brands under the Ets Group umbrella. Since its establishment, the company has rapidly grown and strengthened its innovative identity, providing an exceptional accommodation experience to its guests through its three different concepts, Voyage Hotels and Maxx Royal Resorts located in Belek, Kemer, and Bodrum.

Maxx Royal Bodrum Resort, which is known for its wide vision and always open to development; is looking for ''MAXX ASSIST (CALL CENTER) MANAGER'' who has the following qualifications.

Features That The Candidate Should Have;

Major responsibility of the department is to receive all in-house and outside telephone calls and process requests professionally and correctly. This includes taking room service orders, receiving and processing all requests for additional items, directions, correcting any issues and, if necessary, forwarding calls on to appropriate areas. The Manager needs to ensure the agents’ information is thorough and up-to-date. Accountable for tracking all guest requests and issues to use as process improvement tool. Strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department.

• Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
•  Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
•  Implements the customer recognition/service program, communicating and ensuring the process.
•  Tracks all guest issues from various sources and report results.
•  Ensures guest requests/issues are logged.
• Oversees the financial aspects of the department including purchasing and payment of invoices.
•  Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
•  Identifies trends in guest issues for resolution.
• Schedules and supervise staff to ensure prompt, friendly, and attentive service.
• Supervises Maxx Assist agents and runners to ensure prompt and complete resolution of guest calls and requests.
• Coordinates the process of receiving and resolving guest issues and requests.
•  Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
•  Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
•  Manages all day-to-day operations.
•  Understands employee positions well enough to perform duties in employees' absence.
•  Assists in the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Assists in recruitment, hiring, training, and orientation of department personnel.
•  Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
•  Ensures that all department equipment is in proper working condition and that department areas and storerooms are clean.
• Performs departmental administrative duties.
• Addresses complaints and serves as Manager on Duty as needed.
• Attends meetings (e.g., front office supervisor meetings, operations meetings, forecast meetings, monthly department meetings, sales strategy, pre-con meetings).

Preferred Qualifications And Skills;

• Completion of secondary education is required, preferably supplemented by a Bachelor’s degree in Business Management, Tourism, or Hospitality Management.
• At least two years of management experience within the Rooms division/Guest Relations.
• Candidate must be fluent in English and Turkish, both verbal and written. Knowledge of other languages is an asset, with Russian being highly preferred
• Ability to follow the company’s cultural and core standards, policies, and standard operating procedures is a must.
• Excellent interpersonal and communication skills, both in person and by telephone.
• Ability to work cohesively with co-workers within and outside of the department.
• Strong organizational, planning, and prioritizing skills and abilities.
• Ability to work effectively with people of different national and cultural backgrounds.
• Ability to function under pressure, set priorities and adapt to changing conditions.