Guest Services Supervisor
Core
Supervise PBX operations and drive service quality initiatives to enhance the guest experience at a luxury hotel.
Role type
Guest Services Supervisor (Hospitality Operations)
Builds
Daily PBX operations, service recovery actions, and quality improvement initiatives for hotel guests.
Domain
Luxury Hospitality / Hotel Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Supervision of call center teams, guest feedback analysis, service recovery management, operational coordination, coaching and training, scheduling and task allocation, data protection compliance, trend identification, report preparation.
Preferred skills
Experience with guest satisfaction platforms, review management tools, quality monitoring systems.
Technologies
Microsoft Word, Excel, Outlook
Responsibilities
Supervise daily PBX operations and ensure professional call handling; Monitor and audit call interactions and guest touchpoints for quality standards; Analyze guest feedback trends and prepare monthly quality reports; Support service recovery efforts and track guest incidents; Coach and develop PBX agents; Coordinate communication between departments regarding guest inquiries and emergencies.
Seniority
Mid-level, hands-on supervisor