Deputy Manager - CEC

• Role Overview:

Responsible for leading the Reservations & CEC voice team, ensuring seamless guest experience, strong team performance, and operational excellence across all channels.

• Key Responsibilities:

• Team Leadership: Manage, motivate, and develop the reservations and voice team; oversee schedules, performance, and daily workflows.

• Reservations Expertise: Handle end-to-end reservations processes including inventory checks, special requests, policies, accurate reservations, TAT adherence.

• Voice Operations: Monitor call quality, manage SLAs/AHT, coach agents, and ensure consistent, brand-aligned guest interactions.

• Escalation Management: Independently resolve guest escalations with sound judgment and timely communication.

• Process & Quality Control: Ensure SOP adherence, conduct quality audits, drive accuracy in bookings, and implement process improvements.

• Cross-Functional Coordination: Work closely with hotels, revenue, finance, OTA partners, operations for smooth operations.

• System Proficiency: Comfortable with PMS, CRM, and reporting tools; ability to generate, analyse, and share daily/weekly MIS.

• Ideal Profile:

• 5+ years of experience in reservations/call centre with team handling exposure
• Strong communication, decision-making, and problem-solving skills
• Ability to work in a high-volume, fast-paced environment