Telephone Supervisor

Job description

Sofitel Dubai Wafi scheduled to open in the first quarter of 2020, will be Sofitel’s largest property in the Middle East. The hotel will feature 595 luxury guestrooms inclusive of 68 suites and 97 serviced apartments in the heart of Dubai. A variety of trendy restaurants and bars including a contemporary Asian restaurant, a Gastro Pub, a French Brasserie and Patio will bring residents and patrons together to celebrate the French “Joie de Vivre”. Guests will have the option to unwind at the So Spa and outdoor pools with private cabanas or workout in a fully-fledged fitness centre. Business travelers will have access to 1,589 square meter of meeting space including one state-of-the-art ballroom ideal for the most sought after social gatherings.

Part of the Wafi Mall new extension and close to the iconic Raffles Dubai, Sofitel Dubai Wafi will infuse the brand’s essence with capitalizing on a perfect balance of modernism and ancient Egypt reflective of the renowned design elements of Wafi. If you are as excited as we are about connecting hearts and showing your guest passion, join us as the next Heartist – Telephone Supervisor and help us to make Sofitel Dubai Wafi a truly welcoming destination!

The Position

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

KEY ROLES & RESPONSIBILITIES

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Manage and supervise all tasks of his/her staff

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Direct, supervise and coordinate activities in Guest Service Center department

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Develop and implement procedures for proper handling of in- and out-going telephone calls, faxes, rental equipment, and other telecommunication services

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Investigate complaints regarding telecommunication services and operators and technicians, take appropriate actions.

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Establish and maintain effective employee relations

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Organize and conduct regular meeting for all Telecommunication staff to facilitate communication and a smooth operation         

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Manage and monitor the operation of all equipment, software, hardware and ensure all units are working and installed properly

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Ensure preventive and corrective maintenance for all telecommunication equipment

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Monitor the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report

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Investigate and report software problems to respective vendors, coordinate interface problem solving with the hotel’s System Manager

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Maintain records to process telephone calls in the billing system

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Perform PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel

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Prepare and controls departmental budgets

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To attend Telecommunication seminar, product knowledge, presentation, organized by the external bodies

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Conduct shift briefings to communicate hotel activities and operational requirements

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Prepare work and vacation schedules for Guest Service staff, taking into consideration occupancy and forecasts and any large group movements

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Adhere to OH&S policies and procedures and ensure all direct reports do the same

Human Resource and Training Responsibilities

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Work with Superior and HR Manager to ensure productive departmental performance:

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Prepare induction programs for new employees

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Conduct regular on-the-job training

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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

 

PERSONAL ATTRIBUTES

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Written and verbal communication skills in English

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Able to develop rapport with Colleagues and Management staff

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Ability to work cohesively with co-workers as part of a team

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Ability to focus attention on guest needs, remaining calm and courteous at all times

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Ability to promote positive relations with all hotel guests and patrons

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Able to exercise good judgment with difficult guests

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Understanding and ability to work in a multi-cultural environment.

 

QUALIFICATIONS

·  Diploma or Degree in Hotel Management.

 

EXPERIENCE

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Minimum 2 - 3 year relevant experience preferably in a four or five star hotel with at least 1 year at a supervisory level.