Call Centre Supervisor - Mandai Rainforest Resort by Banyan Tree

Job Overview

Mandai Resorts Pte. Ltd. is seeking an experienced, dynamic, and hospitality-driven Call Centre Supervisor for the newly established Mandai Rainforest Resort by Banyan Tree (located at 60 Mandai Lake Road). Offering a competitive monthly salary ranging from $3,000 to $4,500, this permanent full-time Senior Executive role involves overseeing daily call centre operations, coaching and motivating frontline agents, managing guest inquiries and escalations, and serving as a vital communication bridge across all resort departments to deliver world-class eco-luxury guest experiences.

Key Responsibilities

• Supervise, coach, mentor, and motivate a team of Call Centre Executives to deliver exceptional, personalized service during every guest interaction.
• Monitor call quality metrics, service level agreements (SLAs), response times, and conversion rates to ensure strict compliance with Banyan Tree brand standards.
• Conduct regular training sessions, coaching huddles, and product knowledge updates across the team.
• Deliver constructive feedback, performance reviews, and career development support to enhance team performance.
• Ensure all guest requests, bookings, pre-arrival inquiries, and complex complaints are handled promptly, accurately, and with empathy.
• Optimize operational workflows, call routing procedures, and roster scheduling to meet peak resort reservation demands.
• Utilize Property Management Systems (PMS such as Opera) and call center software to track KPIs, analyze communication metrics, and generate reports.
• Coordinate seamlessly with Housekeeping, Front Office, Concierge, F&B, and Engineering departments to ensure swift execution of guest needs.
• Handle escalated calls and sensitive guest situations with discretion, tact, and professional problem-solving.
• Identify service trends, analyze feedback reports, and implement operational enhancements that elevate overall guest satisfaction.

Working Location, Terms & Compensation

• Employment Type: Permanent, Full Time.
• Job Level: Senior Executive.
• Work Location: Mandai Rainforest Resort by Banyan Tree, 60 Mandai Lake Road, Singapore 729979 (Mandai wildlife and eco-resort precinct).
• Monthly Salary: $3,000 to $4,500.

Requirements & Qualifications

• Minimum 3 years of proven working experience in a call centre, customer support, or guest service supervisory role, ideally within a luxury hotel, resort, or hospitality environment.
• Exceptional leadership, coaching, and interpersonal skills with a service-first mindset.
• Strong verbal and written communication skills in English.
• Proficiency and strong working knowledge of Property Management Systems (PMS) and call tracking software (e.g., Opera).
• Excellent organizational skills, attention to detail, and ability to thrive in a fast-paced resort environment.