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Service Center Team Lead

1 week ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Minor International Full time

Job Description:

The Guest Service Center Supervisor will oversee the smooth and efficient operation of the Guest Service Center team. This role involves leading, supervising, and supporting team members to ensure excellent guest service.

Responsibilities:

  1. Team Supervision:

    • Lead and develop the Guest Service Center team to achieve exceptional customer satisfaction and team performance.
    • Train and mentor new and existing team members on proper telephone etiquette and service standards.

  2. Call Management:

    • Oversee the handling of incoming calls, ensuring prompt and courteous responses.
    • Direct calls to guest rooms, staff, or departments using the switchboard or PBX system.
    • Monitor the accurate and timely placement of outgoing calls.

  3. Guest Communication:

    • Ensure messages for guests are accurately recorded and delivered.
    • Provide information about hotel services, guest inquiries, and public events.
    • Manage wakeup call requests with accuracy and timeliness.

  4. 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.

  5. Emergency Protocols:

    • Respond appropriately to emergency calls and follow established protocols.
    • Ensure the team is well-trained in health and safety, fire, and bomb threat procedures.

  6. 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.

  7. 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 problem-solving abilities.
  • In-depth understanding of hotel services and guest satisfaction.
  • Ability to handle emergencies and remain calm under pressure.

Additional Information:

  • This role requires a remote location.