Call Center Supervisor

hace 2 meses

Sant Adrià de Besòs, Barcelona, España Accor A tiempo completo

About the Role

We are seeking an experienced Call Center Supervisor to join our team at Accor. 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 delivering exceptional customer service, aligned with our hotel's policies and procedures.
  • Collaborate with Front Desk and Accounting departments to resolve guest inquiries and verify phone charges.
  • Maintain accurate and up-to-date contact information for employees across departments.
  • Refer guest complaints to relevant departments and provide timely resolutions.
  • Develop and maintain knowledge of hotel facilities and services to provide informed responses to guest inquiries.
  • Ensure prompt and accurate message delivery and reception.
  • Provide personalized service to guests, adhering to hotel standards and procedures.
  • Protect guest privacy and confidentiality, maintaining a secure and respectful environment.
  • Lead and support the PBX team, ensuring accurate reports and adherence to 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 leadership skills, with a high level of energy and motivation, and a track record of living our company values.
  • 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, and additional languages a plus.
  • Strong team leadership and relationship-building skills, with a passion for creating positive experiences.
  • Ability to take ownership of issues, solve problems, and make effective decisions.
  • Willingness to learn and adapt to our unique culture.
  • Humble and open to ideas, with a commitment to teamwork and collaboration.

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