Customer Support Supervisor

Our client, a leading company within the hospitality industry, is looking for a Customer Support Supervisor to join their team. Your main responsibilities will be to:

• Support the daily supervision of guest services and communications operations within a hospitality environment.
• Coordinate guest requests and ensures efficient communication between departments to deliver a seamless guest experience.
• Oversee the handling of incoming calls, enquiries, and service requests, ensuring prompt and professional responses.
• Assist in the management of in-room dining services, guest support facilities, telecommunications, and front-of-house assistance functions.
• Ensure all operational procedures and service standards are consistently maintained and exceeded where possible.
• Take ownership of guest concerns and service recovery opportunities, resolving issues in a timely and effective manner.
• Supervise, coach, and support team members to maintain high levels of performance and customer satisfaction.
• Monitor daily operations and identify opportunities to improve service quality and operational efficiency.
• Collaborate closely with other departments to ensure smooth service delivery and effective communication across the property.
• Assist with shift coordination, staff guidance, and operational planning to meet business needs.
• Maintain a guest-focused approach while ensuring compliance with company policies, procedures, and quality standards.

Requirements

• Fluency in English; additional languages are considered an asset.
• Outgoing and customer-oriented personality with strong interpersonal skills.
• Strong problem-solving, communication, and team leadership skills.
• Ability to work flexible schedules, including evenings, weekends, and public holidays.

Education and Experience

• Previous supervisory experience in hospitality, food and beverage, guest services, or a related customer-facing environment.

Job Reference: ZL934