As a Call Centre Supervisor, you’ll deliver exceptional service to guests through excellent telephone service and answering their enquiries that exceeds their expectations.
A little taste of your day-to-day
Every day is different, but you’ll mostly be:
- Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak to and provide information where necessary
- Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the related Call Centre Manager / Duty Manager
- Follow-up with guests to ensure satisfaction with problem resolution (service recovery)
- Actively seeking feedback from customers and team members at every opportunity
- Assist guest with any reasonable requests and train all team members to anticipate guests’ needs
- Handle and deliver all messages in a private and confidential manner, ensuring privacy for guests and ensure that the messages are received and delivered clearly, accurately and in a timely manner
- Coordinate with relevant departments to ensure request is followed-up and ensures follow-up procedures are maintained
- Ensure timely wake-up call services for hotel guests
- Record all equipment and be familiar with the system and functions, resuming the role as the person in charge of the section during the absence of the Call Centre Manager
- Carry out any other reasonable duties and responsibilities as requested by the Call Centre Manager
What we need from you
- Be proactive towards guests and their request
- Minimum ‘O’ Levels or equivalent
- Minimum 2 years of related work experience
- Patient and responsible to solve all problems
- Strong sense of responsibility and self-motivation
- Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance
- Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals
What you can expect from us
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.
So, join us and you’ll become part of our ever-growing global family.
