Telephone Operator Supervisor

Job Description

To ensure all aspects of Telecommunications services achieve the highest possible guest satisfaction in accordance with the Hotel’s standards.

KEY ROLES & RESPONSIBILITIES

Manage and supervise all tasks of his/her staff
Direct, supervise and coordinate activities in Royal Service department
Develop and implement procedures for proper handling of in- and out-going telephone calls, faxes, rental equipment, and other telecommunication services
Investigate complaints regarding telecommunication services and operators and technicians, take appropriate actions.
Establish and maintain effective employee relations
Organize and conduct regular meeting for all Telecommunication staff to facilitate communication and a smooth operation
Manage and monitor the operation of all equipment, software, hardware and ensure all units are working and installed properly
Ensure preventive and corrective maintenance for all telecommunication equipment
Monitor the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report
Investigate and report software problems to respective vendors, coordinate interface problem solving with the hotel’s System Manager
Maintain records to process telephone calls in the billing system
Perform PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel
Conduct shift briefings to communicate hotel activities and operational requirements
Prepare work and vacation schedules for Guest Service staff, taking into consideration occupancy and forecasts and any large group movements
Adhere to OH&S policies and procedures and ensure all direct reports do the same
Ensure that the team has strong product knowledge (events, restaurants, special offers etc.)
Conduct LQA Training for the team.
Conduct ADCB Training for the team.
Make sure that the team is capable to enroll the guests in ALL Program.
Human Resource and Training Responsibilities

Work with Superior and HR Manager to ensure productive departmental performance:
Prepare induction programs for new employees
Conduct regular on-the-job training
Provide input for probation and formal performance appraisal discussions
Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance

Qualifications

PERSONAL ATTRIBUTES

Written and verbal communication skills in English
Able to develop rapport with Colleagues and Management staff
Ability to work cohesively with co-workers as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Ability to promote positive relations with all hotel guests and patrons
Able to exercise good judgment with difficult guests
Understanding and ability to work in a multi-cultural environment.
QUALIFICATIONS

Diploma or Hotel Experience
EXPERIENCE

Minimum 1 year experience preferably in a four or five star hotel

Additional Information

Raffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates