Guest Service Centre (Telecoms) Supervisor - Six Senses London

InterContinental Hotels Group; London; On-site; GBP 28,000 - 40,000; Full time

Job summary

InterContinental Hotels Group is looking for a Guest Service Centre Supervisor at Six Senses London. This role involves managing the day-to-day operations of the Guest Service Centre and leading a team to ensure excellent service delivery. Key qualifications include a high school diploma or equivalent and at least 2 years of experience in a hotel operational role. Proficiency in technical skills, including MS Office and hotel systems, is essential. We value sustainability and emotional hospitality. If you seek to join a dynamic team, we encourage you to apply.

Qualifications

• At least 2 years of experience in a similar hotel operational role.
• Experience supervising a team in a hospitality environment.

Responsibilities

• Managing the daily operation of telephone operators and administrative tasks.
• Answering inquiries courteously and efficiently.
• Handling calls and delivering messages promptly.
• Reviewing arrivals and departures to plan activities.
• Assisting with reservations and guest requests.

Skills

Fluency in English

Technical skills

Proficiency in MS Office

Education

High school diploma or equivalent

Hospitality diploma or degree

Tools

MS Office

POS

PMS

CRM platforms

Job description

Hotel Brand: Six Senses
Location: United Kingdom, London

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

Sustainability, Wellness, and Out-of-the-Ordinary experiences are central to everything we do at Six Senses. I will safeguard these pillars and ensure all staff are knowledgeable and actively participate in our brand initiatives.

Duties and Responsibilities

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

• Managing the daily operation of telephone operators during shifts and handling administrative tasks. Supervising and leading the Guest Service Centre Hosts team.
• Answering inquiries efficiently and courteously, using guest names when possible, and routing calls to appropriate extensions.
• Handling all long-distance and local calls, relaying messages as required.
• Accepting and delivering wake-up calls, messages, and facsimiles promptly.
• Monitoring guest messages and replying via WhatsApp or Six Senses App.
• Reviewing arrivals and departures to plan for the next day’s activities. Coordinating pre-arrivals, preferences, and special requests, updating PMS and profiles accordingly.
• Assisting with reservations and requests for outlets, spa, and experiences.
• Ensuring proper handover of outstanding matters for follow-up at shift end.
• Maintaining proper functioning of the telephone switchboard, guest room telephones, and equipment.
• Updating general messages and relevant guest information via App for internal communication.
• Having knowledge of all resort facilities and services, including room rates, categories, locations, and layout; understanding hotel policies on reservations, guarantees, and no-shows.

Qualifications

To succeed as Guest Service Centre Supervisor, I should have the following qualifications, skills, and experience:

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

All candidates must have the right to work in the UK; sponsorship is not available for this role.

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 duties.

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

Interested but do not meet every requirement? We encourage you to apply anyway and start your journey with us today.