Telephone Operator Supervisor

at  RAFFLES

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

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 Emirate

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