Guest Contact Center, Supervisor

POSITION PURPOSE

Based on Sheraton Brand Standards:

• To ensure a high level of Product Knowledge among Guest Contact Center team.
• Supervise all Guest Contact Center team’s performance.
• Handling all normal duties related to the Guest Contact Center department and Empower guest experience program in line with Sheraton Brand Standards.
• To develop a thorough knowledge of the Front Office department’s operation and to work close with the other departments of the Hotel.
• Ensure that all related tasks assigned to Guest Contact Center are accurately and efficiently performed.
• Act proactively to solve guest’s complaints, issues and/or defects.
• Keep the Guest Contact Center equipment (switchboards, faxes, photocopier, let’schat phone, satellite phone etc.) in excellent functional condition at all times.
• Monitor, Control and ensure consistent proper communication of emergency situations to the hotel department heads.

ESSENTIAL FUNCTIONS

• Ensure that services provided are in harmony with our Sheraton & Marriott core values, complying with hospitality brand standards.
• Ensure that our guests receive an on brand personalized experience over the phone, Let’schat and GXP chat.
• Acknowledge and recognize loyal members and deliver the appropriate welcome over the phone Let’schat and GXP chat.
• Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the QA & Forbes & Let’schat and IFH inspection.
• Live the Sheraton Brand Differentiators (Sheraton Signature sleep Experience, Sheraton Fitness, Paired, and Sheraton Club).
• 100% daily usage of the Guest planning screen report to deliver global personalized service successfully to our guests.
• Ensure strong knowledge of: (knowledge test results to reach 90% or above)

Loyalty Membership guest tiers and benefits

Check out for children program.

Make a green choice program and maintain a proper tracking and issuing guests’ vouchers.

• Ensure smooth and clear communication between Guest Contact Center and the rest of the hotel.
• Maintain and share monthly updated extensions list.
• Ensure compliance with PCI policies.
• Ensure that guests’ requests are fulfilled and closed in GXP within 15 minutes as average response time.
• Ensure guests’ Negative cases are closed in GXP within 15 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
• Use GXP to update guests’ profiles with service requests, Negative cases, preferences and any other comments/information acquired during stay.
• Monitor GuestVoice WhatsApp group :

Update the accurate associate group members

Ensure all guests negative cases updated on GXP and issues are efficiently solved and guests are satisfied.

• Be aware of the hotel Fire and Emergency procedures, ensure to achieve 100% in sera audit.
• Monitor emergency channels (emergency line, fire alarm Messages) and update emergency team.
• Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
• Trouble Shoot and/or assist guests with internet issues.
• To have a very strong knowledge about hotel features, facilities, services and daily happenings’.
• Conduct the emergency response audit to other hotel associate following product knowledge calendar.
• To handle the associate hotline whenever human resources are not available.
• To handle hotel main email address and to dispatch the emails to concerned departments in timely manner.
• To maintain the Guest Contact Center area clean and tidy and report and potential hazard.
• To keep his/her equipment in a good condition.
• To answer all incoming calls within 3 rings using Sheraton Brand Standards script.
• To handle calls transfers according to the Sheraton Brand Standards.
• To maintain an accurate wakeup call sheet and to handle wake up calls with efficiency and according to the Sheraton Brand Standards.
• To handle incoming and outgoing faxes according to the Sheraton Brand Standards.
• To ensure PCI compliance
• Assist the hotel revenue by selling the hotel rooms and outlets by taking the overflow calls whenever rooms, F&B reservation and sales associates not available by taking message and arrange a call back.
• Have sufficient information about local surrounding areas to able to provide guests with choices and/or alternatives when requesting for assistance.
• Build positive, effective and on brand relationships with internal and external customers.
• Actively participate in the hotel sustainability, community and OI activities.
• Ensure proper grooming of his/her associates at all times as per hotel guidelines
• Ensure effective and efficient communication within the department and with the other hotel departments.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Computer Skills
• Opera knowledge
• GXP knowledge
• Team work spirit
• Excellent command of English
• Additional language will be an advantage
• Excellent communication and follow up skills
• Prompt and caring with guest services experience
• Honesty, integrity and dependability

QUALIFICATION STANDARDS

We do expect that you do have the experiences/ behaviors below. You:

• Totally embrace the philosophy of guest and customer service and owns the guests;
• Identify yourself with the hotel’s brand and operating philosophy;
• Possess a warm and friendly demeanor;
• Strive to achieve satisfaction and delight of our customers;
• Are detail oriented;
• Thrive on pride of work and its product;
• Play as a team to achieve common goals;
• Have immaculate personal presentation e.g. grooming and conversational ability;
• Demonstrate self-confidence, energy and enthusiasm;
• Have a strong ability to learn skills, retain and demonstrate learning;
• Uphold ethical business practices.

EDUCATION

Bachelor degree required.

PSYCHICAL CONDITION REQUIRED FOR YOUR ROLE

Ability to sit and focus for long hours.