Call Centre Supervisor - #1131986

The moment a guest makes an enquiry to the Call Centre, they will be in for a surprise. As a Call Centre Supervisor, you’ll deliver exceptional service to guests through excellent telephone service and answering their enquiries that exceeds their expectations. You’ll also create the warm atmosphere that makes our guests feel at home in anylocation.

A little taste of your day-to-day

Every day is different, but you’ll mostly be:

• Answer and manage internal and external phone calls and enquiries promptly, ensuring minimal waiting time and high service standards

• Handle internal and external emails and guest enquiries in a timely and professional manner

• Take responsibility and initiative in resolving guest and team issues, escalating when necessary

• Work closely with Duty Managers and the Call Centre Manager to handle guest complaints and service recovery

• Collaborate effectively with Housekeeping, Engineering, Front Office, F&B, and other departments to resolve guest requests and enquiries

• Be available to support operations during peak periods, busy days, or special events asrequired

• Handle guest profiles and personal information with strict confidentiality and in accordancewith data protection standard

• Maintain up-to-date product knowledge of hotel facilities and operations, including Rooms, F&B outlets, Reservations, safety standards,and services

• Maintain updated information on local attractions, points of interest, sightseeing, and activities to support guest enquiries

• Maintain working knowledge of all relevant systems, including (but not limited to): OPERA, PABX, StayPlease, Infrasys, VoiceLog, HotMenu, CC Supervision, InnDesk

• Ensure accurate usage of systems and support the team in system-related queries

• Liaise with vendors to ensure timely servicing and troubleshooting of phone systems and phone line issues

• Provide basic first-level troubleshooting for phone and phone line issues before escalation

• Ensure telephony systems are operational and disruptions are minimized

• Monitor work schedules and ensure sufficient staffing coverage for all shifts

• Ensure task lists are completed per shift and properly handed over to the next shift

• Conduct onboarding and on-job-training for new and existing team members

• Maintain regular engagement with the team to uphold morale, motivation, and teamwork

• Maintain open, honest, and professional communication within the team

• Monitor and uphold grooming standards, workstation cleanliness, and proper use of equipment

• Ensure reliable attendance and adherence to leave application and company policies

• Provide feedback and suggestions for SOP reviews and updates to improve efficiency and service quality

• Suggest and support initiatives aimed at enhancing guest experience and overall hotel service standards

• Drive upselling initiatives by matching guest needs with suitable hotel products and services

• Understand departmental and hotel goals and effectively communicate these objectives to the team

• Prepare regular reports on call volume, guest requests, and enquiry trends to support analysis and service improvement

• Assist the Call Centre Manager by attending meetings in his/her absence and providing operational updates

• Be fully familiar with all emergency procedures and fire safety systems

• Ensure all Communications / Call Centre team members are trained and knowledgeable in emergency procedures

What we need from you

• Be proactive towards guests and their request

• Minimum ‘O’ Levels or equivalent

• Minimum 2 years of related work experience

• Patient and responsible to solve all problems

• Strong sense of responsibility and self-motivation

• 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

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you’ll become part of our ever-growing global family.