Guest Experience Call Centre Supervisor

Banyan Tree Hotels & Resorts Pte Ltd; Singapore; On-site; SGD 56,000 - 100,000; Full time

Job summary

Banyan Tree Hotels & Resorts Pte Ltd's Mandai Rainforest Resort seeks a Call Centre Supervisor to oversee daily call centre operations and ensure guests receive personalized, high-standard service. The role requires leadership, excellent communication, and a passion for guest satisfaction, with the ability to inspire a team and coordinate across departments.

You will monitor call quality, coach staff, manage schedules, and use Opera PMS to track metrics and improve guest experiences.

Qualifications

• Proven experience in a call centre or guest service supervisory role.
• Exceptional leadership and interpersonal skills with a service-first mindset.
• Strong verbal and written communication skills.
• Strong knowledge with PMS and call tracking software (e.g., Opera)
• Excellent organizational skills and attention to detail.

Responsibilities

• Supervise, coach, and motivate a team of Call Centre Executives to deliver exceptional service.
• Monitor call quality, service levels, and response times to ensure compliance with brand standards.
• Conduct regular training sessions and refreshers to maintain high service standards and product knowledge across the team.
• Provide ongoing feedback, performance reviews, and support for professional growth and improvement.
• Ensure all guest requests, inquiries, and complaints are handled promptly, accurately, and with empathy.
• Maintain efficient workflows and call routing procedures, while optimizing staff scheduling to meet operational demands.
• Utilize PMS and call centre software to track metrics, generate reports, and implement improvements.
• Work closely with Housekeeping, Front Office, Concierge, F&B, Engineering, and other teams to ensure timely execution of guest services.
• Escalated calls and sensitive guest situations with discretion and professionalism, following proper protocol.
• Identify trends, analyze feedback, and implement service enhancements that elevate the guest experience.

Skills

Leadership

Communication

Coaching

Guest service mindset

Tools

Opera PMS

Job description

Banyan Tree Hotels & Resorts Pte Ltd's Mandai Rainforest Resort seeks a Call Centre Supervisor to oversee daily call centre operations and ensure guests receive personalized, high-standard service. The role requires leadership, excellent communication, and a passion for guest satisfaction, with the ability to inspire a team and coordinate across departments.

You will monitor call quality, coach staff, manage schedules, and use Opera PMS to track metrics and improve guest experiences.