Instant Service Supervisor (Telephone Operator)

What’s the job?

Answer incoming phone calls from internal and external callers in a timely and professional manner that reflects highly on the hotel and brand.

Your day-to-day

• Supervises and coordinates the activities in Instant Service department
• Conducts shift briefings to ensure hotel activities and operational requirements are known
• Prepares efficient work schedule for Instant Service staff, arranging holidays, vacation, taking occupancy and forecasts and any large group movements into consideration
• Process all incoming and outgoing calls accurately and courteously
• Records and controls accurately wake up calls
• Assist guests with international calls and directory queries
• Call guests by name whenever possible
• Abides by principles of guest privacy
• Handles guests needs or requests and reports complaints to the Duty Manager
• Report on logbook daily
• Aware of local telephone listings and frequently dialed numbers
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
• Advises defects on switchboard equipment
• Maintains a clean work environment
• Attends to all guest queries and requests promptly
• Maintains detailed knowledge of the Hotel’s fire, life and safety system
• Maintains detailed knowledge on the Emergency Response Team and workings of the telephone room in this regard
• Maintain Hotel Information

What we need from you

• 2 years experience in front office / guest services / call centre or related discipline including supervisory experience, or an equivalent combination of education and experience.
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company
• Able to read and write English
• Proficient in the use of Front Office System