Guest Contact Center, Supervisor

Sheraton Grand Hotel, Dubai; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A luxury hotel in Dubai is looking for a Guest Contact Center Supervisor to ensure high levels of service and guest satisfaction. Responsibilities include supervising the team, handling complaints and maintaining compliance with brand standards. The ideal candidate should have a Bachelor’s degree, excellent English communication skills, and proficiency in computer tools such as Opera and GXP. Join a prestigious team committed to delivering exceptional guest experiences.

Qualifications

• Strong ability to learn skills and demonstrate learning.
• Detail-oriented with a warm and friendly demeanor.
• Honesty, integrity, and dependability are essential.

Responsibilities

• Supervise Guest Contact Center performance.
• Ensure services comply with Sheraton standards.
• Handle guest complaints and ensure satisfaction.

Skills

Computer Skills

Team work spirit

Excellent command of English

Excellent communication and follow up skills

Education

Bachelor degree required

Tools

Opera

GXP

Job description

POSITION PURPOSE

Based on Sheraton Brand Standards:

• To ensure a high level of Product Knowledge among Guest Contact Center team.
• Supervise all Guest Contact Center team’s performance.
• Handling all normal duties related to the Guest Contact Center department and Empower guest experience program in line with Sheraton Brand Standards.
• To develop a thorough knowledge of the Front Office department’s operation and to work close with the other departments of the Hotel.
• Ensure that all related tasks assigned to Guest Contact Center are accurately and efficiently performed.
• Act proactively to solve guest’s complaints, issues and/or defects.
• Keep the Guest Contact Center equipment (switchboards, faxes, photocopier, let’schat phone, satellite phone etc.) in excellent functional condition at all times.
• Monitor, Control and ensure consistent proper communication of emergency situations to the hotel department heads.

ESSENTIAL FUNCTIONS

• Ensure that services provided are in harmony with our Sheraton & Marriott core values, complying with hospitality brand standards.
• Ensure that our guests receive an on brand personalized experience over the phone, Let’schat and GXP chat.
• Acknowledge and recognize loyal members and deliver the appropriate welcome over the phone Let’schat and GXP chat.
• Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the QA & Forbes & Let’schat and IFH inspection.
• Live the Sheraton Brand Differentiators (Sheraton Signature sleep Experience, Sheraton Fitness, Paired, and Sheraton Club).
• 100% daily usage of the Guest planning screen report to deliver global personalized service successfully to our guests.
• Ensure strong knowledge of: (knowledge test results to reach 90% or above)

Loyalty Membership guest tiers and benefits

Check out for children program.

Make a green choice program and maintain a proper tracking and issuing guests’ vouchers.

• Ensure smooth and clear communication between Guest Contact Center and the rest of the hotel.
• Maintain and share monthly updated extensions list.
• Ensure compliance with PCI policies.
• Ensure that guests’ requests are fulfilled and closed in GXP within 15 minutes as average response time.
• Ensure guests’ Negative cases are closed in GXP within 15 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
• Use GXP to update guests’ profiles with service requests, Negative cases, preferences and any other comments/information acquired during stay.
• Monitor GuestVoice WhatsApp group :

Update the accurate associate group members

Ensure all guests negative cases updated on GXP and issues are efficiently solved and guests are satisfied.

• Be aware of the hotel Fire and Emergency procedures, ensure to achieve 100% in sera audit.
• Monitor emergency channels (emergency line, fire alarm Messages) and update emergency team.
• Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
• Trouble Shoot and/or assist guests with internet issues.
• To have a very strong knowledge about hotel features, facilities, services and daily happenings’.
• Conduct the emergency response audit to other hotel associate following product knowledge calendar.
• To handle the associate hotline whenever human resources are not available.
• To handle hotel main email address and to dispatch the emails to concerned departments in timely manner.
• To maintain the Guest Contact Center area clean and tidy and report and potential hazard.
• To keep his/her equipment in a good condition.
• To answer all incoming calls within 3 rings using Sheraton Brand Standards script.
• To handle calls transfers according to the Sheraton Brand Standards.
• To maintain an accurate wakeup call sheet and to handle wake up calls with efficiency and according to the Sheraton Brand Standards.
• To handle incoming and outgoing faxes according to the Sheraton Brand Standards.
• To ensure PCI compliance
• Assist the hotel revenue by selling the hotel rooms and outlets by taking the overflow calls whenever rooms, F&B reservation and sales associates not available by taking message and arrange a call back.
• Have sufficient information about local surrounding areas to able to provide guests with choices and/or alternatives when requesting for assistance.
• Build positive, effective and on brand relationships with internal and external customers.
• Actively participate in the hotel sustainability, community and OI activities.
• Ensure proper grooming of his/her associates at all times as per hotel guidelines
• Ensure effective and efficient communication within the department and with the other hotel departments.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Computer Skills
• Opera knowledge
• GXP knowledge
• Team work spirit
• Excellent command of English
• Additional language will be an advantage
• Excellent communication and follow up skills
• Prompt and caring with guest services experience
• Honesty, integrity and dependability

QUALIFICATION STANDARDS

We do expect that you do have the experiences/ behaviors below. You:

• Totally embrace the philosophy of guest and customer service and owns the guests;
• Identify yourself with the hotel’s brand and operating philosophy;
• Possess a warm and friendly demeanor;
• Strive to achieve satisfaction and delight of our customers;
• Are detail oriented;
• Thrive on pride of work and its product;
• Play as a team to achieve common goals;
• Have immaculate personal presentation e.g. grooming and conversational ability;
• Demonstrate self-confidence, energy and enthusiasm;
• Have a strong ability to learn skills, retain and demonstrate learning;
• Uphold ethical business practices.

EDUCATION

Bachelor degree required.

PSYCHICAL CONDITION REQUIRED FOR YOUR ROLE

Ability to sit and focus for long hours.