Call Center Supervisor – Guest Services

About the role

The Call Center Supervisor will be the primary point of contact for all guest telephone interactions at The Ritz‑Carlton Abu Dhabi Grand Canal. You will ensure calls are answered promptly, guest requests are recorded accurately, and issues are resolved efficiently while maintaining the brand’s high service standards.

Key responsibilities

• Answer, record, and process all guest calls, requests, and concerns.
• Contact the appropriate department to resolve issues and follow up to ensure completion.
• Operate the telephone switchboard, monitor busy or unanswered lines, and manage hold messages.
• Activate and deactivate guest room message lights and transfer internet‑related calls to the service provider.
• Assist callers with credit‑card, long‑distance, collect, overseas, and person‑to‑person calls.
• Log guest requests, incidents, adjustments, and comment cards in the computer system.
• Provide guests with directions, property information, and billing verification.
• Support management in training, scheduling, evaluating, motivating, and coaching staff.
• Maintain uniform appearance, confidentiality, and safety standards.
• Perform physical duties such as standing, walking, and lifting objects up to 10 lb.

Required profile

• High school diploma or G.E.D. equivalent.
• Minimum of 1 year of relevant call‑center or guest‑services experience.
• Ability to work full‑time on‑site in a fast‑paced hospitality environment.
• Strong verbal communication and professional telephone etiquette.

Required skills

• POS Systems