Guest Service Centre Supervisor

* Service Centre Operations
- Assist the Guest Service Centre Leader in in the supervision and coordination the activities of service centre.
- Ensure the proper maintenance, repair, and use of telecommunication equipment in the hotel/guest rooms.
- Monitor the performance of the PABX, voice mail, message and call accounting system (if applicable).
* Guest Interaction and Support
- Answer guest questions in propriate languages and assist them with their needs to ensure all requests are followed through and completed. Address all guests naturally by name but avoid overusing it during the conversation.
- Investigate complaint regarding Guest Service Centre and take appropriate action to resolve the dissatisfaction.
- Translate messages or communications from Vietnamese to English and vice versa for staff or guests when required.
- Handle guest questions, requests, and complaints professional, ensuring resolution or escalating to Duty Manager as needed.
- Accept and relay guest messages accurately.
- Take wake-up call requests and ensure timely execution.
- Provide detailed information about Room Service and Beverage Menu, including seasonal changes and promotions.
* Team Support and Training
- Assist Team Leader - Service Centre in training associates and provide periodically familiarization tours of the hotel to achieve a good performance.
- Ensure sufficient associates are available to serve calls.
* Administrative Duties
- Complete shift checklists and address process inefficiencies.
- Maintain current knowledge of hotel and local events.
- Perform concierge duties over the phone.
* Emergency and Additional Duties
- Respond effectively to emergency situations per hotel guidelines.
- Perform additional duties as assigned, including working extended hours during peak periods or short staffing situations.
* Other Standard Responsibilities
- Operate within budgetary limits.
- Support recruitment and talent development efforts.