### Guest Service Centre Supervisor A **Guest Service Centre Supervisor** is responsible for leading the Guest Service Centre team in processing all incoming and outgoing calls accurately and courteously while maintaining the highest level of guest satisfaction and team efficiency\. #### **What will I be doing?** As a Guest Service Centre Supervisor, you will play a vital role in ensuring a seamless guest experience while managing team operations\. You will perform the following tasks to the highest standards: **Team Leadership and Operations:** + Supervise and coordinate daily activities of the Guest Service Centre team\. + Provide training and ongoing support to team members to maintain service excellence\. + Monitor team performance, ensuring adherence to Hilton standards and policies\. + Manage schedules and ensure adequate staffing levels\. + Conduct regular team meetings to communicate updates and address concerns\. **Guest Service Excellence:** + Oversee accurate and courteous processing of all incoming and outgoing calls\. + Ensure wake\-up calls are recorded and delivered accurately\. + Assist guests with international calls, directory queries, and other communication needs\. + Handle escalated guest needs, complaints, or requests effectively and promptly\. + Promote in\-house services and facilities to enhance the guest experience\. **Administrative Responsibilities:** + Maintain and update guest\-related logs, including the daily logbook, traffic sheets, and billing information\. + Report and follow up on defects or issues with switchboard equipment\. + Ensure the cleanliness and organization of the work area\. + Coordinate meeting room reservations and related requests\. **Health, Safety, and Security:** + Demonstrate awareness of Hilton’s policies and procedures, including Occupational Health and Safety guidelines\. + Ensure the team operates equipment safely and follows emergency procedures\. + Log and report any security incidents or accidents in accordance with hotel requirements\. **Knowledge Maintenance:** + Maintain detailed knowledge of the hotel’s fire, life, and safety systems\. + Keep updated on local telephone listings, frequently dialed numbers, and airline schedules\. + Ensure all team members are informed about hotel information and updates\. #### **What are we looking for?** A **Guest Service Centre Supervisor** serving Hilton brands is always working on behalf of our Guests and with other Team Members\. To successfully fill this role, you should demonstrate the following skills and attributes: **Drive for Results:** + Set high performance standards and pursue aggressive goals\. + Strive for continuous improvement and take responsibility for achieving business results despite challenges\. **Leadership and Teamwork:** + Foster a collaborative environment by demonstrating trust and cooperation with colleagues and teams\. + Actively engage in wider hotel initiatives and meetings\. + Provide constructive feedback and encourage professional growth within your team\. **Adaptability and Problem\-Solving:** + Be effective in managing ambiguity and changes\. + Approach workplace challenges with optimism and flexibility\. + Handle escalated guest issues with confidence and efficiency\. **Operational Expertise:** + Exhibit thorough knowledge of switchboard systems and business center equipment\. + Stay informed about competitors, legislative updates, and business strategies\. + Demonstrate sound financial awareness and decision\-making skills\. **Cultural Awareness and Hospitality:** + Work effectively with a diverse team and guests from various cultural backgrounds\. + Uphold Hilton’s commitment to guest privacy and exceptional service\. **Reliability and Self\-Development:** + Ensure work quality meets Hilton standards and complete tasks promptly with minimal supervision\. + Seek opportunities for self\-improvement and stay updated on industry trends and technologies\. #### **What will it be like to work for Hilton?** Hilton is the leading global hospitality company, offering business and leisure travelers the finest in accommodations, service, amenities, and value\. For nearly a century, Hilton has provided exceptional guest experiences across its global brands\. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences every day\. Our amazing Team Members are at the heart of it all\! #### **What are we looking for?** A **Guest Service Centre Supervisor** serving Hilton brands must demonstrate the following skills and attributes: **Leadership:** + Motivate and inspire team members to achieve service excellence\. + Provide guidance and support to resolve issues effectively\. **Communication:** + Exhibit strong interpersonal skills to interact with guests and team members professionally\. + Convey clear instructions and information to the team and other departments\. **Problem\-Solving:** + Handle guest complaints and operational challenges efficiently and proactively\. **Reliability and Organization:** + Ensure tasks are completed accurately and on time with minimal supervision\. + Maintain detailed and organized records for operational consistency\. **Adaptability:** + Be flexible in handling changes or challenges in the workplace\. + Embrace new ideas and technologies to improve operations\. #### **What will it be like to work for Hilton?** Hilton is the leading global hospitality company, offering business and leisure travelers the finest in accommodations, service, amenities, and value\. For nearly a century, Hilton has provided exceptional guest experiences across its global brands\. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences every day\. Our amazing Team Members are at the heart of it all\! **Job:** _Guest Services, Operations, and Front Office_ **Title:** _Guest Service Centre Supervisor at The Plaza Doha LXR Hotels & Resorts_ **Location:** _null_ **Requisition ID:** _HOT0B5Y8_ **EOE/AA/Disabled/Veterans**