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.
\nWhat will I be doing?\nAs 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:
\nTeam Leadership and Operations:
\n\n\nSupervise and coordinate daily activities of the Guest Service Centre team.
\n\n\nProvide training and ongoing support to team members to maintain service excellence.
\n\n\nMonitor team performance, ensuring adherence to Hilton standards and policies.
\n\n\nManage schedules and ensure adequate staffing levels.
\n\n\nConduct regular team meetings to communicate updates and address concerns.
\n\n\nGuest Service Excellence:
\n\n\nOversee accurate and courteous processing of all incoming and outgoing calls.
\n\n\nEnsure wake-up calls are recorded and delivered accurately.
\n\n\nAssist guests with international calls, directory queries, and other communication needs.
\n\n\nHandle escalated guest needs, complaints, or requests effectively and promptly.
\n\n\nPromote in-house services and facilities to enhance the guest experience.
\n\n\nAdministrative Responsibilities:
\n\n\nMaintain and update guest-related logs, including the daily logbook, traffic sheets, and billing information.
\n\n\nReport and follow up on defects or issues with switchboard equipment.
\n\n\nEnsure the cleanliness and organization of the work area.
\n\n\nCoordinate meeting room reservations and related requests.
\n\n\nHealth, Safety, and Security:
\n\n\nDemonstrate awareness of Hilton’s policies and procedures, including Occupational Health and Safety guidelines.
\n\n\nEnsure the team operates equipment safely and follows emergency procedures.
\n\n\nLog and report any security incidents or accidents in accordance with hotel requirements.
\n\n\nKnowledge Maintenance:
\n\n\nMaintain detailed knowledge of the hotel’s fire, life, and safety systems.
\n\n\nKeep updated on local telephone listings, frequently dialed numbers, and airline schedules.
\n\n\nEnsure all team members are informed about hotel information and updates.
\n\n\nWhat are we looking for?\nA 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:
\nDrive for Results:
\n\n\nSet high performance standards and pursue aggressive goals.
\n\n\nStrive for continuous improvement and take responsibility for achieving business results despite challenges.
\n\n\nLeadership and Teamwork:
\n\n\nFoster a collaborative environment by demonstrating trust and cooperation with colleagues and teams.
\n\n\nActively engage in wider hotel initiatives and meetings.
\n\n\nProvide constructive feedback and encourage professional growth within your team.
\n\n\nAdaptability and Problem-Solving:
\n\n\nBe effective in managing ambiguity and changes.
\n\n\nApproach workplace challenges with optimism and flexibility.
\n\n\nHandle escalated guest issues with confidence and efficiency.
\n\n\nOperational Expertise:
\n\n\nExhibit thorough knowledge of switchboard systems and business center equipment.
\n\n\nStay informed about competitors, legislative updates, and business strategies.
\n\n\nDemonstrate sound financial awareness and decision-making skills.
\n\n\nCultural Awareness and Hospitality:
\n\n\nWork effectively with a diverse team and guests from various cultural backgrounds.
\n\n\nUphold Hilton’s commitment to guest privacy and exceptional service.
\n\n\nReliability and Self-Development:
\n\n\nEnsure work quality meets Hilton standards and complete tasks promptly with minimal supervision.
\n\n\nSeek opportunities for self-improvement and stay updated on industry trends and technologies.
\n\n\nWhat will it be like to work for Hilton?\nHilton 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?\nA Guest Service Centre Supervisor serving Hilton brands must demonstrate the following skills and attributes:
\nLeadership:
\n\n\nMotivate and inspire team members to achieve service excellence.
\n\n\nProvide guidance and support to resolve issues effectively.
\n\n\nCommunication:
\n\n\nExhibit strong interpersonal skills to interact with guests and team members professionally.
\n\n\nConvey clear instructions and information to the team and other departments.
\n\n\nProblem-Solving:
\n\n\nHandle guest complaints and operational challenges efficiently and proactively.
\n\n\nReliability and Organization:
\n\n\nEnsure tasks are completed accurately and on time with minimal supervision.
\n\n\nMaintain detailed and organized records for operational consistency.
\n\n\nAdaptability:
\n\n\nBe flexible in handling changes or challenges in the workplace.
\n\n\nEmbrace new ideas and technologies to improve operations.
\n\n\nWhat will it be like to work for Hilton?\nHilton 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!