Guest Service Center Supervisor

A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.

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 wake-up 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 well-trained 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.

• 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.

Remote Location