Call Center Supervisor

Remote DXB; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

The Ritz-Carlton is seeking a dedicated on-site supervisor to manage guest experience and lead a team of service colleagues. You will handle calls and requests, coordinate with departments, and ensure standards of luxury service are consistently met.

Responsibilities include coaching, training, and scheduling staff while maintaining professional appearance and adherence to Marriott standards. The role supports hotel operations and guest satisfaction.

Qualifications

• High school diploma or GED equivalent.
• At least 1 year of related work experience.
• At least 1 year of supervisory experience.
• Ability to stand, sit, or walk for extended periods.
• Ability to move/lift objects weighing up to 10 pounds.

Responsibilities

• Answer, record, and process all guest calls, requests, questions, or concerns.
• Contact appropriate departments to resolve guest issues and follow up on outstanding requests.
• Operate telephone switchboard and monitor busy or unanswered lines.
• Log guest requests, incidents, adjustments, and comment cards into computer systems.
• Assist management in training, scheduling, evaluating, motivating, and coaching employees.
• Maintain professional appearance and adhere to company policies and quality standards.
• Welcome guests according to company standards and anticipate service needs.

Skills

Supervisory experience

Training

Scheduling

Coaching

Guest service

Communication

Education

High school diploma or GED

Job description

Responsibilities

• Answer, record, and process all guest calls, requests, questions, or concerns
• Contact appropriate departments to resolve guest issues and follow up on outstanding requests
• Operate telephone switchboard and monitor busy or unanswered lines
• Log guest requests, incidents, adjustments, and comment cards into computer systems
• Assist management in training, scheduling, evaluating, motivating, and coaching employees
• Maintain professional appearance and adhere to company policies and quality standards
• Welcome guests according to company standards and anticipate service needs

Requirements

• High school diploma or G.E.D. equivalent
• At least 1 year of related work experience
• At least 1 year of supervisory experience
• Ability to stand, sit, or walk for extended periods
• Ability to move/lift objects weighing up to 10 pounds

About the Company

The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As part of Marriott International, we set the standard for rare and special luxury service the world over.