Overview
A unique candidate to be a part of the most preferred resort in the Aegean Coast…

BIBLOS Resort Alacati, on the Aegean Coast, with a perfect vista… an exemplary architecture where luxury and nature are blended harmoniously for true relaxation…

We are looking for an “Guest Service Center Supervisor” who is dynamic, pro-active and enthusiastic.

Qualifications
• Preferably a graduate of Tourism & Hospitality or related fields.
• Minimum of 2 years of supervisory experience in a 5-star hotel or equivalent environment.
• Fluent in English; knowledge of additional languages is a plus.
• Excellent communication, problem-solving, and team leadership skills.
• Ability to work flexible hours and handle demanding situations with professionalism.
• Strong commitment to guest satisfaction and service excellence.
• Proficiency in MS Office and hotel PMS systems (e.g., Fidelio, Opex).

Job Description
• Supervise and coordinate the daily activities and shift schedules of the Guest Service Center Agent team.
• Ensure all guest requests, complaints, and inquiries received via the GSC are addressed accurately and in a timely manner.
• Handle guest complaints effectively and escalate complex cases to relevant departments when necessary.
• Lead by example to foster a service-oriented, guest-focused approach within the team.
• Maintain consistent service quality and communication standards across all guest interactions.
• Promote and monitor trust-based guest relations, ensuring a respectful and courteous call experience at all times.
• Build and maintain effective internal communication with other departments to ensure seamless guest service delivery.
• Monitor daily call volume and implement necessary adjustments to manage peak hours.
• Ensure all communication equipment and systems are functional; report technical issues promptly.
• Identify training needs of the GSC team and support their ongoing professional development.
• Conduct quality checks, provide performance feedback, and recommend improvements to processes and standards.
• Ensure accurate and up-to-date records are maintained within CRM and communication systems.
• Keep the team informed about new services, procedures, and property updates.
• Monitor and report on key service metrics including call response time, first-contact resolution rate, and guest satisfaction scores; support achievement of performance goals.
• Prepare and present weekly and monthly reports on call traffic, issue resolution rates, team performance, and guest feedback to management.
• Manage guest communication protocols during emergencies such as fire alarms, power outages, or evacuations, ensuring accurate and calm instructions are relayed.
• Handle all guest information in compliance with data privacy regulations and ensure team adherence to confidentiality standards.
• Support onboarding of new team members and provide ongoing mentorship to help them adapt and grow within the operation.

Please note that only CVs with a photo will be evaluated.
Biblos Resort Alaçatı offers staff accommodation for team members relocating from outside the region.