Guest Service Centre Supervisor at The Plaza Doha LXR Hotels & Resorts

Job description

Guest Service Centre Supervisor

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.

What will I be doing?

As a Guest Service Centre Supervisor, you will play a vital role in ensuring a seamless guest experience while managing team operations. You will perform the following tasks to the highest standards:

Team Leadership and Operations:

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Supervise and coordinate daily activities of the Guest Service Centre team.

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Provide training and ongoing support to team members to maintain service excellence.

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Monitor team performance, ensuring adherence to Hilton standards and policies.

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Manage schedules and ensure adequate staffing levels.

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Conduct regular team meetings to communicate updates and address concerns.

Guest Service Excellence:

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Oversee accurate and courteous processing of all incoming and outgoing calls.

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Ensure wake-up calls are recorded and delivered accurately.

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Assist guests with international calls, directory queries, and other communication needs.

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Handle escalated guest needs, complaints, or requests effectively and promptly.

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Promote in-house services and facilities to enhance the guest experience.

Administrative Responsibilities:

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Maintain and update guest-related logs, including the daily logbook, traffic sheets, and billing information.

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Report and follow up on defects or issues with switchboard equipment.

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Ensure the cleanliness and organization of the work area.

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Coordinate meeting room reservations and related requests.

Health, Safety, and Security:

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Demonstrate awareness of Hilton’s policies and procedures, including Occupational Health and Safety guidelines.

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Ensure the team operates equipment safely and follows emergency procedures.

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Log and report any security incidents or accidents in accordance with hotel requirements.

Knowledge Maintenance:

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Maintain detailed knowledge of the hotel’s fire, life, and safety systems.

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Keep updated on local telephone listings, frequently dialed numbers, and airline schedules.

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Ensure all team members are informed about hotel information and updates.

What are we looking for?

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:

Drive for Results:

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Set high performance standards and pursue aggressive goals.

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Strive for continuous improvement and take responsibility for achieving business results despite challenges.

Leadership and Teamwork:

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Foster a collaborative environment by demonstrating trust and cooperation with colleagues and teams.

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Actively engage in wider hotel initiatives and meetings.

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Provide constructive feedback and encourage professional growth within your team.

Adaptability and Problem-Solving:

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Be effective in managing ambiguity and changes.

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Approach workplace challenges with optimism and flexibility.

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Handle escalated guest issues with confidence and efficiency.

Operational Expertise:

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Exhibit thorough knowledge of switchboard systems and business center equipment.

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Stay informed about competitors, legislative updates, and business strategies.

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Demonstrate sound financial awareness and decision-making skills.

Cultural Awareness and Hospitality:

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Work effectively with a diverse team and guests from various cultural backgrounds.

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Uphold Hilton’s commitment to guest privacy and exceptional service.

Reliability and Self-Development:

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Ensure work quality meets Hilton standards and complete tasks promptly with minimal supervision.

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Seek opportunities for self-improvement and stay updated on industry trends and technologies.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, offering business and leisure travelers the finest in accommodations, service, amenities, and value. For nearly a century, Hilton has provided exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences every day. Our amazing Team Members are at the heart of it all!

What are we looking for?

A  Guest Service Centre Supervisor serving Hilton brands must demonstrate the following skills and attributes:

Leadership:

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Motivate and inspire team members to achieve service excellence.

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Provide guidance and support to resolve issues effectively.

Communication:

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Exhibit strong interpersonal skills to interact with guests and team members professionally.

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Convey clear instructions and information to the team and other departments.

Problem-Solving:

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Handle guest complaints and operational challenges efficiently and proactively.

Reliability and Organization:

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Ensure tasks are completed accurately and on time with minimal supervision.

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Maintain detailed and organized records for operational consistency.

Adaptability:

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Be flexible in handling changes or challenges in the workplace.

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Embrace new ideas and technologies to improve operations.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, offering business and leisure travelers the finest in accommodations, service, amenities, and value. For nearly a century, Hilton has provided exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences every day. Our amazing Team Members are at the heart of it all!