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§ Service Center Supervisor is responsible and accountable for achieving and maintaining the highest standards of guest service and satisfaction. Responsible for daily operations of the Service Center.
§ Assists the Service Center Manager to supervise and delegate duties to all service center staff within the section and to prepare their work schedules as required.
§ Supervises and guides Service Center staff to ensure that hotel’s policies and procedure are adhered to.
§ Having a positive attitude towards work, be self-disciplined and self-motivated, set a good working example for all sub-ordinates.
§ Obtain briefing from Service Center Manager on problems and situations requiring further attention.
§ Be concerned with staff discipline and staff performance and help to develop skills for all staff within the section.
§ Ensure that all daily reports printed are filed accordingly in the respective files.
§ Make sure wake-up calls, reservations and all telephone calls are all recorded and followed up accordingly.
§ Contribute to overall operational efficiency by performing relevant duties as assigned.
§ Use your supervision skills effectively to encourage and motivate staff.
§ Monitor guest service personnel constantly, ensuring that at all times maximum guest satisfaction is being achieved through guest recognition and prompt cordial attention.
§ Establish good public relations with all guests.
§ Provide guests with the most accurate and up-to-date information at all times.
§ Assists the Service Center Manager to ensure efficient provision of telephone services by overseeing efficient arrangement of the calls, as well as staff’s courtesy in handling telephone calls.
§ Ensure efficient provision of message relay service by supervising message taking activities and paging services for guests.
§ Ensure efficient provision of reservation service by supervising reservation taking activities for guests.
§ Ensure efficient provision of an accurate record of telephone calls by supervising that all guest requests are followed up accordingly.
§ Thorough knowledge of detailed procedures in operating the service center efficiently.
§ Ensure that the printer of the Call Accounting Interface is in working order and the report is printing out with no paper jammed.
§ To report regularly on the happenings within the section.
§ Keeps Service Center work areas neat at all times.
§ Coordinates meal breaks.
§ Reports unusual occurrences to Duty Manager.
§ Thorough familiarity and knowledge of all hotel owners, senior managers and Accor senior personnel.
§ Knowledge of the importance of Service Center services with respect to the entire operation of the hotel.
§ Is thoroughly familiar with all Emergency Procedures as specified by hotel.
§ Thorough familiarity with existing extension numbers of the hotel.
§ Is conversant with all Accor Loyalty Program, Frequent Flyer programs and benefits.
§ Thorough familiarity with the rate code, market segment, corporate rates and seasonal promotion rates.
§ Thorough familiarity with the Corporate Guests Loyalty Programs, Frequent Flyer Programs and the relevant filing system.
§ Assumes other duties as assigned by the Service Center Manager.
§ Provide services and information to guests that are the most accurate and up to date possible, and delivered to the guest in the most meaningful way.
§ Maintains a very good reputation for the Hotel and assists to increase the overall profitability of the Hotel.