Hotel One Connect Supervisor: Guest Experience Lead

PARKROYAL PICKERING HOTEL PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

PARKROYAL PICKERING HOTEL PTE. LTD. invites applications for a seasoned guest services supervisor to oversee the One Connect team and ensure smooth day-to-day operations.

You will mentor staff, champion service excellence, and coordinate with hotel departments to deliver personalised guest experiences. The role requires at least 5 years in hotel call centre operations with 2 years in a supervisory capacity, a Diploma in hospitality, and proficiency in Opera Cloud and MS Office.

Qualifications

• At least 5 years experience with minimum 2 years' supervisory experience in hotel call centre operations.
• Diploma qualification in hospitality management.
• Proficient in PMS Opera Cloud and Microsoft Office.
• Customer-focused mindset with a high level of flexibility and adaptability.
• Strong communication and teamwork skills.

Responsibilities

• Oversee day-to-day operations of the One Connect team during shifts.
• Support guests via calls, emails, and in-house inquiries.
• Coach and mentor associates; monitor performance and grooming.
• Liaise with Housekeeping, Sales, Security, and other departments.
• Ensure VIP arrivals are communicated proactively.
• Plan, organise and conduct on-the-job training for One Connect associates.
• Follow security protocols; report incidents to Security.
• Assist in emergencies evacuation.
• Carry out any other duties as assigned by superior.

Skills

Call centre ops

Leadership

Customer service

Communication

Coaching

Team player

Education

Diploma in hospitality management

Tools

Opera Cloud

MS Office

Job description

PARKROYAL PICKERING HOTEL PTE. LTD. invites applications for a seasoned guest services supervisor to oversee the One Connect team and ensure smooth day-to-day operations.

You will mentor staff, champion service excellence, and coordinate with hotel departments to deliver personalised guest experiences. The role requires at least 5 years in hotel call centre operations with 2 years in a supervisory capacity, a Diploma in hospitality, and proficiency in Opera Cloud and MS Office.