Location: Orchard

Working Hours: 5 days work week, shift required

Salary: Up to $3500 + aws + flexi benefit + staff meals

Join a luxury hospitality team where exceptional guest communication and service excellence are at the heart of every interaction. We are seeking an experienced Operator Supervisor to oversee the hotel's Communication Centre, lead a team of Operators, and ensure seamless coordination of guest requests and internal communications across the property.

Key Responsibilities

Communication Centre Operations

• Supervise the day-to-day operations of the Guest Service Centre and Communication Centre.
• Ensure all incoming and outgoing calls, messages, and guest requests are handled accurately and professionally.
• Monitor communication systems and operational platforms to maintain service efficiency.
• Lead shift operations and support service continuity during peak periods.

Guest Service & Service Recovery

• Ensure prompt handling of guest enquiries, requests, and feedback.
• Manage guest concerns professionally and coordinate effective service recovery actions.
• Follow up on guest issues to ensure satisfaction and maintain high service standards.
• Support personalised guest experiences by maintaining accurate guest information and preferences.

Team Leadership & Development

• Guide, coach, and motivate the Operator team to achieve service excellence.
• Conduct daily briefings, shift handovers, and operational updates.
• Support recruitment, onboarding, training, and performance development initiatives.
• Monitor service quality and provide regular feedback to team members.

Operational Coordination

• Liaise closely with Housekeeping, Engineering, Front Office, Food & Beverage, and other departments to ensure timely fulfilment of guest requests.
• Coordinate VIP arrangements, special requests, and operational updates across teams.
• Ensure smooth communication flow throughout the hotel to support efficient operations.

Reporting & Performance Management

• Assist with workforce planning and scheduling to meet business demands.
• Prepare operational reports and monitor departmental performance indicators.
• Support cost control initiatives and efficient allocation of resources.
• Identify opportunities to improve service processes and operational effectiveness.

Compliance & Standards

• Ensure compliance with hotel policies, brand standards, and operational procedures.
• Maintain awareness of emergency, safety, and security protocols.
• Uphold confidentiality and professionalism in all guest and operational communications.

Requirements

• Minimum 2 years of supervisory experience within a luxury hotel or hospitality environment.
• Strong knowledge of guest service operations, call handling procedures, and hotel communication systems.
• Excellent leadership, communication, and interpersonal skills.
• Ability to multitask and perform effectively in a fast-paced environment.
• Familiarity with hotel systems, PMS platforms, and telephony systems is advantageous.
• Strong problem-solving skills with a guest-focused mindset.
• Flexible, proactive, and committed to delivering exceptional hospitality experiences.

Interested candidates kindly click APPLY NOW to submit your latest CV.

We regret that only shortlisted candidates will be notified.

Search Avenue Pte Ltd

EA License No.: 25C2695

EA Registration No.: R25157669 [Amanda Wee]