Supervisor-At Your Service

About the role

The Guest Services Supervisor at W Hotels in Dubai ensures that all guest communications are handled promptly and professionally. This role acts as the primary point of contact for guest calls, requests, and concerns, coordinating with relevant departments to resolve issues and maintain high service standards.

Key responsibilities

• Answer, record, and process all guest calls, requests, questions, and concerns, directing them to the appropriate department.
• Operate the telephone switchboard, monitor busy lines, take messages, and manage guest room message lights.
• Verify and adjust billing, log guest requests and incidents into the computer system.
• Provide guests with directions, property information, and assistance with internet or telephone service issues.
• Support management in training, scheduling, evaluating, and coaching team members.
• Maintain confidentiality, adhere to company policies, and ensure a professional appearance.

Required profile

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience in guest services or hospitality.
• Minimum 1 year of supervisory experience.
• Ability to stand, sit, or walk for extended periods and lift objects up to 10 lb.

Required skills

• Telephone switchboard operation.
• Computer and POS system usage for logging and tracking guest interactions.