Telephone Operator Supervisor
7 months ago
**Company Description**
A surprising, chic merging of Asian style with an Egyptian aesthetic, Raffles Dubai is a 5-star luxury hotel perfectly positioned in the heart of the city, delivering impeccable service and sophisticated style.
**Job Description** PURPOSE OF POSITION**
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
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