Guest Service Centre Night Supervisor

Essential Duties and Responsibilities – (Key Activities)

• Assist the Assistant Guest Service Centre Manager and Guest Service Centre Manager in the supervision and coordination the activities of service centre.

• Ensure the proper maintenance, repair and the use of telecommunication equipment in the hotel and its facilities.

• Investigate complaint regarding Guest Service Centre and take appropriate action to resolve the dissatisfaction.

• Ensure that enough associates are available to serve the call.

• Assist Assistant Guest Service Centre Manager and Guest Service Centre Manager in training new associates and provide periodically familiarization tour of the hotel to achieve a good performance.

• Monitor the performance of the PABX, voice mail, call accounting system (if any).

• Ensure the maintenance order for the guest telephone set repaired within the set standard.

• Carries out any other reasonable duties and responsibilities as assigned.

• Assists in associate supervision, ensuring the set-up and delivery of meals, amenities and hospitality orders are prepared and delivered consistent with departmental standards. Ensures that hallways are consistent cleared of tables and trays.

• Assists with the supervision of luggage delivery and pick-up, ensuring that multiple tasks are performed and departmental standards are followed.

• Oversees the ordering of supplies.

• Ensures that the associate performs all side work and additional assigned duties.

• Familiar with all menu items, ingredients and preparation time and ensures that all Guest Service Associate - Service Centre is equally knowledgeable.

• Is familiar with all hotel services and provides this information to all Guest Service Associate -Service Centre

• Coaching, counsels, disciplines and motivates associates.

• Be acutely aware of all fire and emergency procedure.

• Impact training to the new employees in the use and location of equipment and extension.

• Monitoring the monthly roster and medical leaves closely and offer counselling if necessary.

• Impact training to the new employees in the use and location of equipment and extension.

• Monitoring the monthly roster and medical leaves closely and offer counselling if necessary.

• Assists guests in placing telephone calls as and when necessary.

• Updating whatever information obtained into the Guest Profiles.

• Maintaining communication with the team by keeping them informed on events in the hotel.

Other standard responsibilities

• Complies with the company policies.

• Works within all pre-set budgetary limits.

• Takes on other tasks in addition of the ones stated, in a reasonable framework.

• Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.

• Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs

• Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained.

• Models the company’s culture, vision, mission and core values at all times.

Others

• While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

• Insurance
• Training & Development
• Accommodation - Hoiana Staff Village
• Annual leave
• Heath checkup
• Employee shuttle bus service
• Uniform

• Excellent command of Chinese/ English reading and writing ability is required;
• Good knowledge in Opera system
• At least 2 years’ working experience in international class hotel in a similar capacity.