Guest Service Center Supervisor

Minor International; Sir Bani Yas; Remote; AED 30,000 - 60,000; Full time

Job summary

An established luxury hospitality brand is seeking a dedicated Guest Service Center Supervisor. This role involves leading a team to ensure exceptional guest experiences through effective communication and operational oversight. The ideal candidate will excel in a fast-paced environment, demonstrating strong leadership and multitasking abilities. Join a dynamic team in a remote location, where your contributions will enhance guest satisfaction and operational excellence. This is a unique opportunity to be part of a brand that values heartfelt hospitality and genuine connections.

Qualifications

• Strong leadership and team management skills.
• Proficient in using front office software.
• Ability to handle emergencies and remain calm under pressure.

Responsibilities

• Lead and support the Guest Service Center team for efficient operations.
• Oversee call management and ensure prompt guest communication.
• Maintain and update telephone operator systems and address complaints.

Skills

Team Management

Communication Skills

Problem-Solving

Multitasking

Tools

Front Office Software

Job description

Company Description

A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people, and stories through personal experiences and heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts, and lush jungles, Anantara offers journeys rich in discovery.

Job Description

Responsibilities:

1. Team Supervision: Lead, supervise, and support the Guest Service Center team to ensure smooth and efficient operations. Train and mentor team members, ensuring adherence to proper telephone etiquette and service standards.
2. Call Management: Oversee the handling of incoming calls, ensuring prompt and courteous responses. 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 wake-up call requests with accuracy and timeliness.
4. Operational Oversight: Maintain and update the telephone operator board or PBX switchboard systems. Ensure effective paging services for guests and employees. 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 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, 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.