Call Center Supervisor

hace 4 semanas

Sant Adrià de Besòs, Barcelona, España Accor A tiempo completo
Job Title: Call Center Supervisor

We are seeking an experienced Call Center Supervisor to join our team at SLS Barcelona. As a key member of our pre-opening team, you will be responsible for directing the overall operation and service levels of our PBX system, ensuring seamless and expedited experiences for our guests.

Key Responsibilities:
  • Support the PBX team in adhering to hotel policies and procedures.
  • Ensure that all guests receive a personalized and efficient experience.
  • Assist the Front Desk and Accounting departments in resolving guest issues.
  • Maintain accurate and up-to-date contact information for employees in other departments.
  • Refer guest complaints to the appropriate departments.
  • Provide information and demonstrate knowledge of all hotel facilities and services.
  • Deliver messages promptly and accurately.
  • Provide exceptional service to all guests, adhering to hotel standards and procedures.
  • Ensure the privacy and confidentiality of guest information.
  • Lead and support the PBX team in achieving accurate reports and meeting standards.
  • Address guest concerns promptly, exceeding expectations, and documenting concerns for proactive solutions.
Requirements:
  • At least 3 years of experience in hospitality, preferably in a similar role.
  • Proven team leadership skills, with a high level of energy and motivation.
  • Proficient knowledge of computer systems, including Microsoft Word, Excel, and Outlook.
  • Ability to multitask, work in a fast-paced environment, and maintain attention to detail.
  • Excellent verbal and written communication skills, with fluency in Spanish and English.
  • Additional languages are highly valued.
What We Offer:
  • The opportunity to join a dynamic and innovative team.
  • A competitive package and opportunities for development.
  • Excellent discounts across the Ennismore family of brands.
  • A chance to work in a creative and rewarding environment.

SLS is part of Ennismore, a creative hospitality company rooted in culture and community, with a global collection of entrepreneurial and founder-built brands with purpose at their heart. Ennismore is a joint-venture with Accor, formed in 2021.

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