Team Leader

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Miki Travel (Hong Kong) Limited Full time 60,000 - 80,000 per year

The Team Leader is responsible for overseeing the daily operation of a team of Hotel Operation Coordinators. Key functions include day-to-day task assignment, quality assurance of team output, case troubleshooting, and general assistance to Section Manager.

Key Responsibilities

  • Monitor and contribute to daily team results on key operations functions (amendments, sales inquiries, and case investigations).
  • Reassign daily tasks based on personnel availability and volume demand.
  • Monitor and record each team member's output against agreed KPI parameters.
  • Identify, troubleshoot, and escalate high-level issues within team members' case handling.
  • Maintain high quality in team deliverance.
  • Summarize, prepare, and submit team reports to the Supervisor periodically and on-demand.
  • Assist Supervisor/Section Manager with internal investigation and re-training for team members with quality issues.
  • Perform quality assurance for shared team documents (handover chart, urgent chase list, etc.).
  • Act as backup Team Leader to other teams in case of leadership absence.
  • Participate in and contribute to on-demand department projects.

Requirements

  • Diploma holder or above in Hospitality & Tourism Management / Business Administration
  • 2 years of working experience in the travel industry or similar.
  • Excellent spoken and written English communication skills, including the ability to prepare reports.
  • Proficient computer skills, including the ability to operate spreadsheet software.

  • Understanding and practical knowledge of European destinations is desirable.

  • Attention to details

  • Team working & personal impact
  • Customer-oriented & professional
  • Strong sense of responsibility

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