About Jumeirah : At Jumeirah, we are committed to encouraging and developing our colleagues in world class environments.
We value diversity and provide equal opportunities, employing over 14,000 colleagues from over 140 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, South America, Africa and the Middle East.
We want you to do well from the beginning, so we’ll give you every chance to impress during the recruitment process. We promise our colleagues a warm welcome and will help you feel part of our Jumeirah family from day one.
You can rely on us to support you as you settle into your journey with us and make Jumeirah Your Place to Shine’. About the Job : An exciting opportunity has arisen for a highly motivated Assistant Manager Telephones to join one of Jumeirah’s pre-
opening hotels. The main duties and responsibilities of this role are as follow :
Necessary support and guidance to telephone operators so as to perform according to the quality and professional standards of the Group.
Conduct regular meetings with the telephone colleagues to keep them informed of the policies and behaviours that are necessary to perform their tasks and support the brand name of Jumeirah.
Coordinate with all the departments for their specific Telephone / Internet requirements for various meetings, conferences or any other activities and ensure the necessary service is provided on time according to the quality standards of the Group.
Assess the quality and effectiveness of the telephone systems and equipment against operational standards, ensuring that they are in proper working conditions at all times, identify areas for improvement and propose solutions that will enhance the quality of the services provided.
Cooperates closely with the IT department for the installation, upgrade or resolution of technical issues and participate in technical meetings with various service providers for the enhancement of the existing system and enable the efficient and effective operation of the telephone centre.
Monitor the performance and behaviour of the Operators during their shifts observing their tone of voice, attitude and response to requests, guiding and coaching them whenever required in order to improve the quality of the provided services.
Plan and monitor the accurate execution of the shift schedule according to the requirements of the operations, manpower capacity and administration issues, such as sick leaves, annual leaves etc.
in order to enable the ongoing provision of services.
Organise and supervise the day-to-day operations of Telephone department to ensure that all work is carried out in an efficient manner, which is consistent with operating policies and procedures and delivers service excellence and provide on-
the-job training and constructive feedback to subordinates to support their overall development.
Adheres to all relevant Health, Safety and Environment management procedures and controls within a defined area of activity so that Jumeirah Group provides world class and luxurious hospitality services to its guests.
Implement approved departmental policies, processes and procedures and provide instructions to subordinates and monitor their adherence so that work is carried out in a controlled and consistent manner while delivering a quality service to guests and maintaining standards of excellence.
Motivate subordinates and identify opportunities for participating in change initiatives, programmes and projects taking into account international best practices, improvement of business processes, cost reduction and productivity improvement.
Control that all telephone operating interfaces, e.g. call accounting, voicemail, are working according to standards and ensure that all provided services are billed to the room / clients accurately.
Plan and install individual telephone requests for VIP guests and delegates and make sure service is provided up to the guest’s satisfaction.
Monitor the proper use of the telephone equipment and assess the effectiveness of the interface with other systems and applications, e.
g. Opera, reviewing and controlling the accurate exchange of information.
About you :
In order to be considered for this role, you will have gained a Bachelor’s Degree of Hospitality or relevant field from an accredited and renowned University and will possess 3 to 5 years of experience in relevant field (preferably within the international luxury hospitality industry).
You will also have to demonstrate the following :
Ability to resolve guest complaints / issues in a calm and professional manner.
High level of customer service orientation.
Very good knowledge of hospitality operations and processes
Familiarity with Property Management Systems.
Strong problem solving, reasoning, and analytical abilities.
Very good command of speaking, reading, and writing English language.
Computer literacy and very good MS Office skills.
Experience in working with various PABX systems, call accounting systems, voice mail systems.
Good customer service skills and ability to communicate effectively and to respond well (switched on) to questions and requests.
About the Benefits : This position offers a highly competitive salary and package which includes; housing allowance, annual flight allowance, medical coverage, life and accident insurance, retail and leisure discounts, complimentary use of Jumeirah F&B Outlets and reduced hotel rates.