Call Centre Supervisor

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

• 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.

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.