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Guest Service Centre (Telecoms) Supervisor

InterContinental Hotels Group

London

On-site

GBP 25,000 - 35,000

Full time

2 days ago
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Job summary

InterContinental Hotels Group is seeking a Guest Service Centre Supervisor for their prestigious Six Senses London. This role encompasses managing the Guest Service Centre team and ensuring high standards of guest interaction and operational efficiency. The ideal candidate will have prior experience in luxury hotels, proven leadership skills, and a passion for exceptional customer service, alongside technical proficiency in necessary hospitality systems.

Qualifications

  • At least 2 years of experience in a luxury hotel setting.
  • Diploma/degree in hospitality from a recognized school preferred.
  • Fluency in English, additional languages preferred.

Responsibilities

  • Supervise daily operation of the Guest Service Centre team.
  • Handle inquiries and routing calls efficiently.
  • Review arrivals and plan for next day’s activities.

Skills

Customer Service
Team Leadership
Communication
Problem Solving

Education

High school diploma
Diploma in Hospitality

Tools

MS Office
POS Systems
PMS Platforms
CRM Platforms

Job description

London

GBP 25,000 - 35,000

As Guest Service Centre Supervisor, I will fully comprehend the vision of Six Senses to help people reconnect with themselves, others, and the world around them, and our values of local sensitivity and global sensibility, crafted experiences, emotional hospitality, responsibility, caring, fun, and pioneering wellness.

Sustainability, wellness, and extraordinary experiences are at the core of everything we do at Six Senses. I will safeguard these pillars and ensure full knowledge and active participation of all our brand initiatives.

Duties and Responsibilities

As Guest Service Centre Supervisor, I will assume full responsibility for the efficient operation in the following areas:

  • Responsible for the daily operation of the telephone operators during the shift and administrative work. I supervise and lead the team of Guest Service Centre Hosts.
  • Answer all inquiries efficiently and friendly, using guest names whenever possible and routing calls to proper extensions.
  • Handle all long-distance and local calls and relay messages if required.
  • Accept and deliver wake-up calls, messages, and facsimiles in a timely manner.
  • Monitor guest messages and reply via WhatsApp or Six Senses App.
  • Review arrivals and departures to plan for the next day’s activities. Coordinate pre-arrivals, preferences, and special requests from guests. Update PMS and profiles accordingly.
  • Assist in booking and taking requests for reservations for outlets, spa, and experiences.
  • Ensure proper handover of all outstanding matters for follow-up at the end of the shift.
  • Utilize and ensure proper working condition of the telephone switchboard, guest room telephones, and equipment.
  • Update general messages and relevant information from guests via App for internal communication.
  • Possess knowledge of all facilities and services offered by the resort, including room rates, categories, location, layout, credit policy, and reservation coding. Understand the hotel's policy on guaranteed reservations and no-shows.

Qualifications

To fulfill the role of Guest Service Centre Supervisor, I must have the required qualifications, technical skills, and experience in a similar role within luxury hotels, with proven results, including:

  • High school diploma or equivalent and at least 2 years of experience in a similar hotel operational setting. A diploma or degree in hospitality from a recognized school is preferred.
  • Technical skills include MS Office (Word, Excel, PowerPoint, Outlook). Familiarity with hotel systems such as POS, PMS, and CRM platforms is required.
  • Fluent in English; additional languages are preferred.

This overview provides an outline of the role and responsibilities for a Guest Service Centre Supervisor at Six Senses London. It is not an exhaustive list of all duties and responsibilities associated with the position.

Six Senses London is an equal opportunity employer. This policy applies to all terms and conditions of employment.

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