BSD Senior Supervisor

Position Overview

The BSD Senior Supervisor at St. Regis Hotels & Resorts in Doha, Qatar, is responsible for managing guest communications efficiently by handling all incoming guest calls, requests, inquiries, or concerns. This role requires collaboration with various departments to address guest issues promptly and ensure follow-up until resolution. The supervisor also manages billing verifications, operates telephone switchboards, and monitors call queues. Additionally, guests are assisted with different types of calls including credit card, calling card, collect, long distance, overseas, and person-to-person calls. Guest logs and incident reports are maintained accurately.

Responsibilities

• Answer, document, and handle all guest calls and requests, facilitating resolutions by coordinating with the relevant departments.
• Follow up diligently on pending guest issues and relay any messages effectively.
• Verify and adjust guest billing records as necessary.
• Operate and oversee the telephone switchboard to monitor line activity, manage callers on hold, and activate/deactivate guest room message indicators.
• Assist guests experiencing internet access problems by connecting them to the service provider's support.
• Record guest requests, incidents, adjustments, and feedback into computer systems for proper tracking.
• Provide guests with directions and detailed property information.
• Support management by aiding in staff training, scheduling, performance evaluation, coaching, and motivation, serving as a positive role model within the department.
• Ensure compliance with company policies including safety reporting, maintaining professional appearance, confidentiality, and asset protection.
• Deliver warm guest welcomes and acknowledgments aligned with company standards, anticipate needs, assist guests with disabilities, and express genuine appreciation.
• Communicate clearly and professionally both verbally and in writing, including proper telephone etiquette.
• Foster positive teamwork and contribute to department goals.
• Maintain high-quality standards across all service touchpoints.
• Use computer and POS systems to enter and retrieve information accurately.
• Be physically capable of standing, sitting, or walking for extended times and handling objects up to 10 pounds independently.
• Perform additional reasonable duties as requested by supervisors.

Candidate Profile and Requirements

• A minimum of a high school diploma or GED equivalent is necessary.
• Candidates must have at least one year of relevant work experience in a related role.
• At least one year of prior supervisory experience is essential.
• No specific licenses or certifications are required for this position.

Additional Information

• The role is categorized under Rooms & Guest Services Operations.
• The position is full-time and not remote; located in Doha West Bay, Qatar.
• Annual company bonus is provided.
• St. Regis Hotels & Resorts is an equal opportunity employer fostering diversity and inclusion, committed to nondiscrimination on any protected basis.
• The brand offers timeless elegance combined with modern service sensibilities, including signature Butler Service, across more than 50 luxury locations worldwide.