Supervisor – Service Center

PRIMARY RESPONSIBILITIES: Guest Service: The Service Center Supervisor
is working in a central area because she/he receives all the calls from outside
the hotel and coordinates the internal calls. The Service Center Supervisor
must ensure that all tasks performed are procedurally correct, timely and of
a consistently quality. The Service Center Supervisor must ensure that through
personal presentation, telephone manner, effective and efficient work practices
and guest service standards, that guests and callers “first”
impression of Hotel is a lasting one of genuine warmth and friendliness and
of high standards. Main Duties Greeting/Attitude: In any circumstances,
the Service Center Supervisor will follow strictly the telephone standards
established, will talk with a friendly tone of voice and will keep high level
of respect and a positive attitude. • Organization: She/he will ensure
that Operator Room is perfectly tidy at any time. • Telephone transfers:
The Service Center Supervisor will be attentive to all guest requests and
will ensure his/her entire satisfaction the service provided. She/he will ensure
to transfer a call to the right person, he/she will introduce the person on line
before to hang off.

The Service Center Supervisor must know by heart all the telephone extensions
of the hotel in order to be more efficient. • Privacy: The Service Center
Supervisor will be attentive to respect the privacy/confidentiality of
the information, or guest names available at the operator room. He/she
will ensure not to transmit any guest name, or guest history information. • Wake
Up Calls: The Service Center Supervisor will ensure that any wake up call
requested by a guest is performed at the exact time. She/he is responsible
to ensure that the reports are collected from the Front Desk and that
the discrepancy with the operator records is controlled. • Guest Messages:
The Service Center Supervisor will be attentive when they receive a message
for a guest to take all the information and record them carefully. She/he well
ensure that the guest has well received the message with full information. •
Calls Handling: The Service Center Supervisor is responsible to ensure that all
phone calls are answered within 3 rings, he/she will then find the polite
and tactful way to keep on hold a guest when it is required. • F&B
Knowledge: The Service Center Supervisor has to ensure his/her full knowledge
about the hotel outlets and menus. When the hostess of the restaurants are off
duty, he/she will make the booking and record the booking with full details
according to the booking status.

The Service Center Supervisor must know on a daily basis the dishes of the day
and have a good knowledge of Room service menu with all characteristics. • Guest
Knowledge: The Service Center Supervisor must have a good knowledge of the Hotel
guests, especially all the VIPs and will mention their name on the phone
as often as possible. • Housekeeping Follow up: He/she will as well answer all
guest requests regarding the housekeeping issues. He/she will then ensure
that he/she understands properly the request and will record the full details
in the Logbook. The Service Center Supervisor will then ensure that the request
has been followed up on time and will reconfirm with the guest that the proper
follow up has been made. • Communication: She/he will be attentive on all
information received during the FO handover briefing (for afternoon shift).
She/he will be active and dynamic in participating in these different discussion
opportunities. During his/her shift, she/he will report quickly any problem
or question to her/his supervisor.

The Service Center Supervisor will read the Service Center logbook at
the beginning of shift, follow up and keep it updated during his/her shift. Any
problem or complaint must be recorded by the Service Centre Supervisor right
away. • Handover: Each end shift, the Service Center Supervisor will give a full
handover to the Service Center Supervisor of the following shift regarding
the activity & pending issues to be followed. • Security Issues:
The Service Center Supervisor has an important role to play in terms
of security, he/she has to know by heart all security procedures established
and to be able to act accurately if it is required. • Stocks: The Service Center
Supervisor will ensure that she/he has enough stock for the operations &
will do on a weekly basis the store requisition. • To ensure that all
the standards and procedures established at the hotel are reached successfully
and permanently. OTHERS • Continuous learning through own IDP. • Any other
duties as may be assigned by the superior. ACCOUNTABILITIES • Represents Dusit’s
brand and its values at all times. We will establish relationships and foremost
and we will deliver an exceptional guest experience and promote Thai
graciousness.

COMPANY’S CULTURE • Communicate and fully embracing the Company’s culture (our
Vision, our Mission and our Values), leads by example and cascade to all your
subordinates. – “Proud to belong and to contribute” CONFIDENTIALITY • Ensure
confidentiality and secure storage of all intellectual property and data bases,
both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure
Hotel, Customer and Staff information or transactions are kept confidential
during or after employment with the company. JOB REQUIREMENT 1. Bachelor degree
in Hotel Management or any relevant discipline 2.

Minimum of 3 years in Call Center experience, preferably in a hospitality
business 3. Knowledgeable both in Call Center operation and technical 4.
Have excellent English communication skills both in written and spoken posses
professional disposition with excellent communication and interpersonal skills