Supervisor Lodging Support Services- Vietnamese

Lodging Partner Travel Sdn. Bhd.(EXPEDIA)

Based: Malaysia(Selangor)

Posted on 9 Apr 2018

Job Description

Position Overview:

Provide leadership, training, and development to Lodging Support Services agents. Assist Site Manager with day to day operations of managing SLA’s.

  • Manage the day to day activities of a team of Lodging Support Services agents
  • Partner with peers and manager to insure departmental metrics are achieved (i.e.  ABR%, Urgent/Future Relo SLA’s, etc.)
  • Manage agent performance including evaluating, monitoring, and tracking performance metrics
  • Effectively communicate, mentor and set goals with Lodging Support Services Manager
  • Maintain a high level of internal customer satisfaction by using professional, positive communication skills
  • Handle escalated customer issues as needed
  • Perform audits on guest relocations, hotel absorptions amounts, and guest  compensation amounts
  • Facilitate regularly scheduled Supervisor led team meetings and agent 1:1’s to set expectations, review performance, set goals, and promote communication
  • Maintain team attendance guidelines; escalate discipline as needed
  • Provide recruiting and training support as needed
  • Provide ongoing feedback, training, and development to team
  • Identify and recommend process improvements as needed
  • Be highly effective in managing multiple projects simultaneously.
  • Calibrate daily with peers, trainer, and manager to ensure consistency in processes and training.
  • Anticipates needs; identifies opportunities that result in decreased costs and inefficiencies.
  • Maintain and promotes excellent client relations by managing a prompt and accurate response to email and phone communications from suppliers and market managers.
  • Other duties as assigned by manager

  • Fluent proficiency in Vietnamese Language is required
  • 4+ years of recent supervisory experience, preferably in a call center environment
  • 4+ years of escalated customer service experience
  • Comprehensive leadership background with a focus on team building and quality
  • Excellent written and communication skills a must
  • Very detailed oriented
  • Outstanding customer service skills and phone skills
  • The ability to communicate effectively at all levels from executive management
  • to individual contributor.
  • The ability to work unsupervised and make independent decisions.
  • Strong, proactive follow-up skills and administering of Travel Policies.
  • Credit card processing experience and terminology knowledge highly desired.
  • Excellent research and documentation skills.
  • The ability to multi-task with a high attention to detail.
  • The ability to excel in a fast paced, constant changing environment.
  • Flexibility and willingness to assist where and when needed as directed by management.
  • Reliability is a must.
  • Ability to work ANY shift (weekends, and holidays)
  • Strong computer skills with extensive use of MS Office

Company Details

Lodging Partner Travel Sdn. Bhd.(EXPEDIA)

Level 10, The Pinnacle, Persiaran Lagoon, Bandar Sunway

Bandar Sunway

46150 Selangor


Worlds largest online travel company-Expedia. Head quartered at Washington, US has global operations in 30 countries providing online services pertaining to hotel reservation, air ticket booking and leisure activities.