Dusit Thani Bangkok

Supervisor – Service Center

May 22, 2024
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Job Description

PRIMARY RESPONSIBILITIES:

Guest Service: The Service Center Supervisor is working in a central area because she/he receives all the calls from outside the hotel and coordinates the internal calls. The Service Center Supervisor must ensure that all tasks performed are procedurally correct, timely and of a consistently quality. The Service Center Supervisor must ensure that through personal presentation, telephone manner, effective and efficient work practices and guest service standards, that guests and callers “first” impression of Hotel is a lasting one of genuine warmth and friendliness and of high standards.
Main Duties
Greeting/Attitude: In any circumstances, the Service Center Supervisor will follow strictly the telephone standards established, will talk with a friendly tone of voice and will keep high level of respect and a positive attitude.
• Organization: She/he will ensure that Operator Room is perfectly tidy at any time.
• Telephone transfers: The Service Center Supervisor will be attentive to all guest requests and will ensure his/her entire satisfaction the service provided. She/he will ensure to transfer a call to the right person, he/she will introduce the person on line before to hang off. The Service Center Supervisor must know by heart all the telephone extensions of the hotel in order to be more efficient.
• Privacy: The Service Center Supervisor will be attentive to respect the privacy/confidentiality of the information, or guest names available at the operator room. He/she will ensure not to transmit any guest name, or guest history information.
• Wake Up Calls: The Service Center Supervisor will ensure that any wake up call requested by a guest is performed at the exact time. She/he is responsible to ensure that the reports are collected from the Front Desk and that the discrepancy with the operator records is controlled.
• Guest Messages: The Service Center Supervisor will be attentive when they receive a message for a guest to take all the information and record them carefully. She/he well ensure that the guest has well received the message with full information.
• Calls Handling: The Service Center Supervisor is responsible to ensure that all phone calls are answered within 3 rings, he/she will then find the polite and tactful way to keep on hold a guest when it is required.
• F&B Knowledge: The Service Center Supervisor has to ensure his/her full knowledge about the hotel outlets and menus. When the hostess of the restaurants are off duty, he/she will make the booking and record the booking with full details according to the booking status. The Service Center Supervisor must know on a daily basis the dishes of the day and have a good knowledge of Room service menu with all characteristics.
• Guest Knowledge: The Service Center Supervisor must have a good knowledge of the Hotel guests, especially all the VIPs and will mention their name on the phone as often as possible.
• Housekeeping Follow up: He/she will as well answer all guest requests regarding the housekeeping issues. He/she will then ensure that he/she understands properly the request and will record the full details in the Logbook. The Service Center Supervisor will then ensure that the request has been followed up on time and will reconfirm with the guest that the proper follow up has been made.
• Communication: She/he will be attentive on all information received during the FO handover briefing (for afternoon shift). She/he will be active and dynamic in participating in these different discussion opportunities. During his/her shift, she/he will report quickly any problem or question to her/his supervisor. The Service Center Supervisor will read the Service Center logbook at the beginning of shift, follow up and keep it updated during his/her shift. Any problem or complaint must be recorded by the Service Centre Supervisor right away.
• Handover: Each end shift, the Service Center Supervisor will give a full handover to the Service Center Supervisor of the following shift regarding the activity & pending issues to be followed.
• Security Issues: The Service Center Supervisor has an important role to play in terms of security, he/she has to know by heart all security procedures established and to be able to act accurately if it is required.
• Stocks: The Service Center Supervisor will ensure that she/he has enough stock for the operations & will do on a weekly basis the store requisition.
• To ensure that all the standards and procedures established at the hotel are reached successfully and permanently.
OTHERS

• Continuous learning through own IDP.
• Any other duties as may be assigned by the superior.

ACCOUNTABILITIES

• Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.

COMPANY’S CULTURE

• Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – “Proud to belong and to contribute”

CONFIDENTIALITY

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

JOB REQUIREMENT

1. Bachelor degree in Hotel Management or any relevant discipline
2. Minimum of 3 years in Call Center experience, preferably in a hospitality business
3. Knowledgeable both in Call Center operation and technical
4. Have excellent English communication skills both in written and spoken posses professional disposition with excellent communication and interpersonal skills