Senior Contact Center Experience Partner - Reporting

Responsibilties:
Operations Support:

• Assist the management team in daily operational activities, including guest services, housekeeping coordination, and property management.
• Oversee booking processes, ensuring accurate documentation and communication with guests.
• Monitor occupancy rates and maintain booking platforms (e.g., Airbnb, Booking.com, etc.) to ensure accuracy and availability

Administration & Reporting:

• Maintain organized records of guest bookings, vendor contracts, and other hotel-related documentation.
• Prepare reports related to occupancy, and performance metrics for management.
• Use data to guide decision-making and to adjust strategies and staffing as needed..
• Maintain and monitor call center reports, ensuring data accuracy and actionable insights.

Customer Service:

• Serve as a point of contact for guests, addressing any inquiries, complaints, or special requests efficiently.
• Ensure smooth check-in/check-out processes and assist with guest-related issues..

Business Development:

• Coordinate and oversee special projects such as apartment hotel renovations, expansions, or new service offerings.
• Ensure all projects are completed on time, within scope, and within budget.  

Compliance and Quality Control:

• Ensure that the call center complies with all relevant regulations and company policies.
• Conduct regular quality assurance checks to ensure calls are handled properly.
• Develop and manage call quality programs to continually improve the customer experience. 

Location: Accra
Salary Range: Attractive
Employment Type: Full-Time