Guest Service Center Supervisor
Posted on :
07-01-2025
Employer Active
1 Vacancy
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Job Description
Responsibilities:
Team Supervision:
- Lead supervise and support the Guest Service Center team to ensure smooth and efficient operations.
- Train and mentor new and existing team members ensuring they follow proper telephone etiquette and service standards.
Call Management:
- Oversee the handling of incoming calls ensuring they are answered promptly and courteously.
- Direct calls to guest rooms staff or departments using the switchboard or PBX system.
- Monitor the accurate and timely placement of outgoing calls.
Guest Communication:
- Ensure messages for guests are accurately taken recorded and delivered.
- Provide information about hotel services guest inquiries and public events.
- Manage wakeup call requests ensuring accuracy and timeliness.
Operational Oversight:
- Maintain and update the telephone operator board or PBX switchboard systems.
- Ensure paging services for guests and employees are carried out effectively.
- Address and resolve telephone equipment or service complaints promptly.
Emergency Protocols:
- Respond appropriately to emergency calls and follow established protocols.
- Ensure the team is welltrained in health and safety fire and bomb threat procedures.
Administrative Tasks:
- Oversee the opening and closing of telephone functionalities on the front office software.
- Maintain accurate records of calls placed and received by all departments including call charges.
- Update and manage directory information on the front office software.
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 problemsolving abilities.
- Indepth understanding of hotel services and guest satisfaction.
- Ability to handle emergencies and remain calm under pressure.
Additional Information :
- Remote location.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
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