Guest Service Center Supervisor

Responsibilities:

1. Team Supervision:

   • Lead, supervise, and support the Guest Service Center team to ensure smooth and efficient operations.
   • Train and mentor new and existing team members ensuring they follow proper telephone etiquette and service standards.

2. Call Management:

   • Oversee the handling of incoming calls ensuring they are answered promptly and courteously.
   • Direct calls to guest rooms, staff, or departments using the switchboard or PBX system.
   • Monitor the accurate and timely placement of outgoing calls.

3. Guest Communication:

   • Ensure messages for guests are accurately taken, recorded, and delivered.
   • Provide information about hotel services, guest inquiries, and public events.
   • Manage wakeup call requests ensuring accuracy and timeliness.

4. Operational Oversight:

   • Maintain and update the telephone operator board or PBX switchboard systems.
   • Ensure paging services for guests and employees are carried out effectively.
   • Address and resolve telephone equipment or service complaints promptly.

5. Emergency Protocols:

   • Respond appropriately to emergency calls and follow established protocols.
   • Ensure the team is well-trained in health and safety, fire, and bomb threat procedures.

6. Administrative Tasks:

   • Oversee the opening and closing of telephone functionalities on the front office software.
   • Maintain accurate records of calls placed and received by all departments, including call charges.
   • Update and manage directory information on the front office software.

7. Performance Excellence:

   • Ensure all team members provide polite, courteous, and professional service at all times.
   • Monitor and evaluate team performance providing feedback and coaching as needed.

Qualifications:

• Strong leadership and team management skills.
• Proficient in using front office software.
• Excellent communication, multitasking, and problem-solving abilities.
• In-depth understanding of hotel services and guest satisfaction.
• Ability to handle emergencies and remain calm under pressure.

Additional Information:

• Remote location.

Remote Work: No

Employment Type: Full-time