Communications Centre Supervisor
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Job Description
The Communications Centre Supervisor oversees the daily operations of the resorts communications hub ensuring all internal and external calls messages guest requests and emergency communications are handled efficiently professionally and in line with luxury service standards. This role ensures smooth coordination between departments supervises the communications team and contributes to delivering a seamless guest experience.
Key Responsibilities:
- Supervise and schedule a team of communication agents/operators to ensure 24/7 coverage.
- Monitor performance and provide training to ensure high standards of telephone etiquette and guest service.
- Ensure all guest calls messages wakeup calls and requests are handled promptly and courteously.
- Liaise with housekeeping engineering security and other departments to ensure timely response to guest and operational needs.
- Maintain the accuracy of internal directories emergency contact lists and call logs.
- Handle emergency communication protocols (e.g. fire alarms guest incidents) in accordance with resort procedures.
- Review and report communication trends response times and service issues to management.
- Address guest complaints or service failures in a professional and proactive manner.
- Ensure all equipment is fully functional and report malfunctions.
- Maintain confidentiality and security of all guest and resort information.
Qualifications :
Qualifications & Requirements:
- Minimum 2 years of experience in a communications or front office role preferably in a luxury hospitality setting.
- Strong leadership and interpersonal skills.
- Excellent verbal and written communication skills.
- Proficient in hotel communication systems.
- Ability to remain calm and efficient in highpressure situations.
- Flexibility to work shifts weekends and holidays.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
