What will I be doing?

As the Communication Centre Supervisor, you will be responsible for performing the following tasks to the highest standards:

• Actively seeking verbal feedback from customers and team members at every opportunity.
• Agree on and implement actions to make improvements to customer service.
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Positively deal with and learn from customers’ complaints and comments with follow-up and feedback to the related Communication Manager / Guest Service Manager.
• Handle complaints promptly and efficiently, taking the necessary action and informing the Communication Manager / Guest Service Manager to follow-up where appropriate.
• Follow-up with guests to ensure satisfaction with problem resolution (service recovery).
• Maintain guest history records to assist with returning guests.
• Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
• Be available to assist on duty in the hotels during any busy days or special events.
• Be proactive towards customers, assisting them with any reasonable requests, and training all team members to see these things before the customers ask.
• 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.
• Effectively manage all hotel communications, telephone, fax, mail, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel.
• Be up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.
• 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.
• Provide and ensure that all team members provide on time wake-up call services for hotel guests.
• Knowledgeable of Hilton’s departmental standards and run the Communication Centre as a MAGIC Centre according to brand standards, explaining standards to the team, assess their performance against these standards and monitor standards through regular standards review checks.
• Familiar with operating the telephone, FCS, OnQ PM and Micros system.
• Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.
• Take on an active role in the Guest Service Centre.
• Transfer all internal and external guest calls to the appropriate parties correctly, with minimal delay.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service, implementing and following through with improvements identified.
• Manage 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 Communication Manager.
• Describe, assign and delegate duties and authorities for the operation of the department at all times.
• Understand what’s going on in other departments and its implication for your own department.
• Plan ahead and ensure adequate resources are available.
• Coordinate with Housekeeping and Engineering department to ensure cleaning is followed-up, ensuring that follow-up procedures are maintained.
• Communicate effectively with the F&B and Kitchen teams to ensure in-room dining quality and effectiveness.
• Be completely familiar with all emergency procedures and the fire system, ensuring that all Communication Centre team members are familiar with the procedures too.
• Ensure the shift is reviewed, and handovers and briefings are carried out.
• Maintain in-depth technical knowledge and skills required for the job.
• Maintain guest histories to assist with returning guests.
• Attend and participate in regular operational and hotel meetings.
• Carry out any other reasonable duties and responsibilities as requested by the Communication Manager.
• Understand the goals of the hotel and the department’s role in achieving them, communicating the goals to the team.
• Set and agree to departmental objectives for self and team, representing the needs of the team to others in the hotel and getting members of the team to work cooperatively with others.
• Keep the team up to date about departmental, hotel and company activities through regular communication meetings and memos including special events and promotions in the restaurants and bars.
• Take on an active role in the team, ensuring effective communication and work as a team in order to reach goals and targets.
• Be aware of potential highs and lows in the business.
• Create and implement sales promotions and team member incentives as per discussion with the Communication Manager.

What are we looking for?

A Communication Centre Supervisor serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Minimum 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.
• Understand basic spoken English to meet business needs.
• Maintain a high customer service focus by approaching your job with the customers always in mind.
• Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues.
• 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.
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
• Good organization and coordination skills.
• Strong sense of responsibility and self-motivation.
• Patient and responsible to solve all problems.
• Able to maintain excellent relations with team members.
• Able to work under great physical and mental pressure.
• Actively promote the services and facilities of Hilton brands to guests and suppliers of the hotel.
• Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
• Familiar with computer systems preferred.