インスタントサービス・スーパーバイザー（電話対応） Instant Service Supervisor (Telephone Operations) at IHG Career

, , Japan -

Full Time

Start Date

Immediate

Expiry Date

08 Jan, 26

Salary

0.0

Posted On

10 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Telephone Operations, Guest Interaction, Team Management, Communication Skills, Attention to Detail, Emergency Response, Confidentiality, Scheduling, Coaching, Service Quality Improvement, Interdepartmental Collaboration, Flexibility, Opera System, Problem Solving, Organizational Skills, Customer Service

Industry

Hospitality

Description

インスタントサービススーパーバイザー職務概要電話オペレーター業務全般（内線・外線対応、モーニングコールなど）を担当し、ゲストおよび社内からのリクエストに迅速・丁寧に対応する役割です。また、チームメンバーの管理や育成を通じて、常に高品質でパーソナルなサービスを提供できる体制を整えます。主な業務内容電話オペレーター業務全般の実施（内線・外線、モーニングコールなど）ゲストからのリクエストや問い合わせに迅速かつ丁寧に対応必要に応じて上司へ報告し、適切なフォローアップを実施ゲストやスタッフを可能な限り名前でお呼びし、温かみのある対応を提供通話履歴や料金処理を正確に記録・管理し、日報を作成スタッフやゲストへの館内ページング業務の実施プライバシー保護を徹底し、ゲスト情報を適切に取り扱う緊急時対応手順（火災、爆発物の脅威など）を理解し、冷静かつ迅速に行動電話設備やシステムの不具合を確認し、必要に応じて報告電話室の清潔さと整理整頓を維持電話オペレーターのシフト作成・調整、業務分担の管理チームメンバーの業務指導、育成、パフォーマンスのモニタリングルームズディビジョンマネージャーとの連携・定期報告サービス品質および業務効率の向上に向けた改善提案・実行安全衛生方針の周知と遵守インシデントや事故の報告・記録をホテルの手順に従って実施求めるスキル・経験ホテルまたはコールセンターでの電話オペレーション経験（2年以上が望ましい）チームリーダーまたはスーパーバイザー経験をお持ちの方歓迎日本語および英語での優れたコミュニケーションスキルゲスト対応における丁寧さ・正確さ・柔軟な判断力 Operaまたは同等のホテルシステムの使用経験がある方歓迎チームワークを大切にし、他部署と円滑に連携できる方夜間・週末勤務に柔軟に対応できる方私たちが提供するもの IHGでは、あなたが成長し成功するための環境を提供します。競争力のある給与・福利厚生専門的・個人的な成長を支援する研修制度制服貸与世界中のIHGホテルでの宿泊割引制度健康・ライフスタイル・職場環境のウェルビーイングを支援するプログラム IHGホテルズ＆リゾーツは、すべての人が自分らしく働けるインクルーシブでサポートのある職場環境を推進しています。多様な背景や経験を持つあなたの参加を歓迎します。 Instant Service Supervisor Job Overview Responsible for overseeing all aspects of telephone operations, including internal and external calls, wake-up calls, international calls, and directory assistance. This role ensures prompt, courteous responses to guest and internal requests while supervising and developing team members to deliver personalized, high-quality service. Your day to day Handle all aspects of telephone operations, including internal/external calls, wake-up calls, and international calls Respond promptly and courteously to guest requests and inquiries Report to supervisors as needed and ensure appropriate follow-up Address guests and colleagues by name whenever possible to deliver warm, personalized service Accurately record call logs, manage billing, and prepare daily reports Conduct paging for guests and staff as required Maintain strict confidentiality and handle guest information appropriately Act calmly and swiftly in emergencies (e.g., fire, security threats) Identify and report any telephone or system malfunctions Maintain cleanliness and organization of the telephone room Prepare and manage operator schedules and task assignments Supervise, coach, and monitor team performance Communicate regularly with the Rooms Division Manager and report key updates Suggest and implement improvements to service quality and efficiency Ensure full awareness and compliance with health and safety standards Report and document incidents or accidents in line with hotel procedures What we need from you Minimum 2 years’ experience in hotel or call center telephone operations Previous experience as a team leader or supervisor preferred Excellent communication skills in both Japanese and English Strong attention to detail, courtesy, and adaptability in guest interactions Experience using Opera or similar hotel systems is an advantage Team-oriented with strong interdepartmental collaboration skills Flexibility to work nights, weekends, and holidays What we offer At IHG, we give you the space to grow, develop, and succeed. Competitive salary and benefits package Comprehensive training and development opportunities Uniform provided Global hotel discounts through IHG employee programs Wellbeing initiatives to support health, lifestyle, and workplace balance IHG Hotels & Resorts promotes an inclusive, supportive workplace where everyone can be themselves. We welcome candidates from all backgrounds, experiences, and perspectives.

Responsibilities

The Instant Service Supervisor is responsible for overseeing all aspects of telephone operations, ensuring prompt and courteous responses to guest and internal requests. This role also involves supervising and developing team members to deliver high-quality, personalized service.