Telephone Operator Team Leader
Dubai, Dubai, United Arab Emirates
منذ 2 يوم

will maintain the hotel’s telephone system and assist with :

  • Switchboard operation
  • Restaurant / Afternoon Tea Reservations
  • Guest requests e.g. Housekeeping, Concierge, Valet / Laundry, Front Office, Security etc.

  • Manage and supervise all tasks of his / her staff
  • Direct, supervise and coordinate activities in Operator 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
  • Prepare and controls departmental budgets
  • To attend Telecommunication seminar, product knowledge, presentation, organized by the external bodies
  • 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
  • Maintain and develop the Royal Service Manager computer system.
  • Human Resource and Training Responsibilities

  • Work with Superior, Human Resources and Rooms Division Training 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

  • 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.

  • Diploma or Degree in Hotel Management.

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