Job Description
Guest Service Centre Supervisor at The Plaza Doha LXR Hotels & ResortsThe Plaza Doha, LXR Hotel & Resorts location Doha, Ad Dawḩah, Qatar category Hotel Full-time HOT0B5Y8 Posted: Nov 24th 2024 A Guest Service Centre Supervisor is responsible for leading the Guest Service Centre team in processing all incoming and outgoing calls accurately and courteously while maintaining the highest level of guest satisfaction and team efficiency. Supervise and coordinate daily activities of the Guest Service Centre team. Provide training and ongoing support to team members to maintain service excellence. Monitor team performance, ensuring adherence to Hilton standards and policies. Manage schedules and ensure adequate staffing levels. Conduct regular team meetings to communicate updates and address concerns. Oversee accurate and courteous processing of all incoming and outgoing calls. Ensure wake-up calls are recorded and delivered accurately. Assist guests with international calls, directory queries, and other communication needs. Handle escalated guest needs, complaints, or requests effectively and promptly. Promote in-house services and facilities to enhance the guest experience. Demonstrate awareness of Hilton’s policies and procedures, including Occupational Health and Safety guidelines. Ensure the team operates equipment safely and follows emergency procedures. Log and report any security incidents or accidents in accordance with hotel requirements. Maintain detailed knowledge of the hotel’s fire, life, and safety systems. Keep updated on local telephone listings, frequently dialed numbers, and airline schedules. Ensure all team members are informed about hotel information and updates. A Guest Service Centre Supervisor serving Hilton brands is always working on behalf of our Guests and with other Team Members. To successfully fill this role, you should demonstrate the following skills and attributes: Exhibit thorough knowledge of switchboard systems and business center equipment. Stay informed about competitors, legislative updates, and business strategies. Demonstrate sound financial awareness and decision-making skills. Ensure work quality meets Hilton standards and complete tasks promptly with minimal supervision. Seek opportunities for self-improvement and stay updated on industry trends and technologies. A Guest Service Centre Supervisor serving Hilton brands must demonstrate the following skills and attributes: Exhibit strong interpersonal skills to interact with guests and team members professionally. Convey clear instructions and information to the team and other departments. Ensure tasks are completed accurately and on time with minimal supervision. Maintain detailed and organized records for operational consistency. 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