Guest Service Centre Supervisor

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).
Assist the Guest Service Centre Leader in in the supervision and coordination the activities of service centre.

Guest Interaction and Support

Take wake- up call requests and ensure timely execution.
Handle guest questions, requests, and complaints professional, ensuring resolution or escalating to Duty Manager as needed.
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.
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.
Provide detailed information about Room Service and Beverage Menu, including seasonal changes and promotions.
Accept and relay guest messages accurately.

Team Support and Training

Ensure sufficient associates are available to serve calls.
Assist Team Leader- Service Centre in training associates and provide periodically familiarization tours of the hotel to achieve a good performance.

Administrative Duties

Maintain current knowledge of hotel and local events.
Perform concierge duties over the phone.
Complete shift checklists and address process inefficiencies.

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

Support recruitment and talent development efforts.
Operate within budgetary limits.

Good communication skill in English, listening, verbal, reading and writing
Proficient in Opera PMS and Microsoft Office: Word/Excel.
Advantage Chinese/ Korean skills.
Certificate or diploma in hotel study is preferred.
Minimum of 1- year supervisory experience in hotel service centre operations and track record in leading hotel with good standards.

Career Development Opportunity
Good and competitive HR benefits (Additional insurance, staff housing, daily shuttle bus Danang- Hoiana, duty meal, ...)
Big- scale project in central Vietnam
Professional and multicultural working environment

Cập nhật gần nhất lúc: 2025-07-09 16:40:03