Assistant Manager - Business Support

Company Description

Minor Hotels is at the heart of the world’s most exciting cities, nestled on the world’s most beautiful beaches, and hidden within the most remote jungle retreats. Let us show you the world, from seamless city stays to exclusive safari lodges and luxury resorts on private islands.

Savour world-class dining at our collection of Wolseley restaurants, or sip cocktails with trendy socialites at SEEN. Embrace holistic wellness through revitalising therapies, or embark on the journey of a lifetime by train, luxury cruise or private jet.

Wherever your adventure takes you, we’re there. Discover the world with Minor Hotels.

Job Description

The Assistant Manager, Business Support plays a key leadership role in overseeing the effective operation of the Business Support function. This position supports strategic planning, drives process improvement, and team development to ensure the delivery of superior customer service across all touchpoints. The Assistant Manager leads key initiatives, drives team performance, ensures adherence to policies, and acts as a liaison between internal departments and senior management to support business objectives.

KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done. Minor Hotels employees always find new ways to look after the business, their guests, and their colleagues.  Within this, the key responsibilities for this position are:

Team Leadership & People Development

• Supervise and mentor Business Support Supervisors, Agents and internal teams to uphold service and operational excellence.
• Support hiring, onboarding, and capability development of new team members, ensuring a comprehensive understanding of product knowledge and systems.
• Conduct regular coaching and feedback sessions to build individual development plans and ensure alignment with department goals.

Operational Excellence

• Ensure that day-to-day operations are executed in line with standard operating procedures (SOPs), focusing on BRG, eGift, rate parity, and data privacy tasks.
• Monitor and manage the timely and accurate completion of all claims, queries, and updates to reservation systems (ORS, Zendesk, etc.).
• Lead regular system and process audits to uphold data integrity and service standards.
• Serve as a point of contact between the Business Support team and other departments such as IT, Digital, and Area/ Cluster offices in other regions.
• Support the Manager in representing the department in interdepartmental meetings and department briefings.
• Ensure training materials and product knowledge are regularly updated to maintain team readiness and compliance with business and brand standards.

Continuous Improvement and Reporting

• Prepare and present performance reports including claim volumes, team productivity, and KPI metrics to the Manager and senior leadership.
• Oversee the timely submission and accuracy of key reports (e.g., MH flow reports, BRG reports, Knowledge base, Business Process for system change logs).
• Review and optimize knowledge base and internal documentation as well system functions to ensure accuracy, relevance, and ease of use for team members.

Project and Change Management

• Identify and implement service improvement initiatives through the analysis of performance trends and feedback from frontline teams.
• Collaborate with cross-functional teams to design and embed new workflows and job aids.
• Champion change initiatives within the team, encouraging adaptability and continuous learning to meet evolving business needs.
• Collaborate with IT and system vendors to troubleshoot and escalate system issues as needed.
• Lead User Acceptance Testing (UAT) for new tools or system updates and coordinate training to ensure smooth rollouts.

Qualifications

• Bachelor’s degree in Business Administration, Hospitality Management, Data Analytics, or a related field
• 2–5 years of relevant experience preferred
• Strong organizational, analytical, problem-solving, and training skills
• Proficient in Microsoft Office Suite and customer service platform (e.g., Zendesk, Salesforce)
• Familiarity with Hotel Management Systems is a strong advantage
• Data analytics skills will be an added advantage
• Excellent communication skills, both written and verbal
• Ability to manage multiple tasks and meet tight deadlines efficiently
• Detail-oriented with a high level of accuracy, discretion, and confidentiality
• Adaptable, proactive, and committed to continuous improvement