Guest Service Center Supervisor

About the role

The Guest Service Center Supervisor leads the telephone and guest communication hub at Anantara’s Abu Dhabi property. You will ensure calls are handled promptly, messages are accurately recorded, and guests receive courteous service, supporting the overall front‑office operation.

Key responsibilities

• Lead, supervise and mentor the Guest Service Center team, ensuring adherence to telephone etiquette and service standards.
• Oversee incoming call handling, direct calls via the PBX system to rooms, staff or departments, and monitor outgoing calls.
• Take, record and deliver guest messages, manage wake‑up call requests and provide information on hotel services and events.
• Maintain and update the telephone operator board, paging services and front‑office software call records.
• Respond to emergency calls, applying health‑safety, fire and bomb‑threat protocols, and ensure the team is trained on these procedures.
• Handle telephone equipment issues, resolve complaints and keep directory information current.
• Monitor team performance, provide coaching and ensure a polite, professional guest experience.

Required profile

• Strong leadership and team‑management abilities.
• Proficiency with front‑office software and PBX telephone systems.
• Excellent communication, multitasking and problem‑solving skills.
• Good understanding of hotel services and guest satisfaction standards.
• Ability to stay calm and act decisively in emergency situations.

Required skills

• Front office software
• Emergency protocols
• PBX system
• Telephone etiquette