Guest Service Center Supervisor

Minor International; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A prominent hospitality organization is seeking a Guest Service Center Supervisor in Abu Dhabi. The role involves leading the team, managing calls, and ensuring exceptional guest communication. Candidates should possess strong leadership skills, proficiency in front office software, and the ability to handle emergencies calmly. This full-time position does not offer remote work options and requires excellent multitasking and problem-solving abilities in a fast-paced environment.

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.

Responsibilities

• Lead supervise and support the Guest Service Center team.
• Oversee handling of incoming calls and direct them appropriately.
• Ensure accurate messages for guests and manage inquiries.
• Maintain and update the telephone operator board.
• Respond to emergency calls and follow protocols.
• Oversee administrative tasks related to telephone services.
• Monitor and evaluate team performance.

Skills

Leadership

Communication

Multitasking

Problem-solving

Tools

Front office software

Job description

Responsibilities:

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