Butler Service Desk Supervisor (Telephone Operator Supervisor)

St. Regis Hotels & Resorts; Dubai; On-site; AED 56,000 - 100,000; Full time

Benefits offered by this job

Ticket Restaurant

Job summary

St. Regis Hotels & Resorts in Dubai is seeking a Non-Management, full-time Guest Services Associate to answer, record, and process guest calls, requests, and questions. You will coordinate with various departments to resolve issues and maintain guest satisfaction.

Responsibilities include operating the switchboard, logging requests for tracking, assisting guests with directions and property information, and ensuring accurate billing and professional service.

Qualifications

• Education: High school diploma or GED equivalent.
• Related work experience: At least 1 year.
• Supervisory experience: At least 1 year.

Responsibilities

• Answer, record, and process all guest calls, requests, questions, or concerns.
• Log guest requests, incidents, adjustments and comment cards into computer for tracking.
• Operate telephone switchboard and monitor busy or unanswered lines; provide status updates to callers.
• Assist guests with directions and property information; verify and adjust billing when needed.

Education

High school diploma or G.E.D. equivalent.

Job description

Additional Information

Ticket Restaurant

Job Number

26120851

Job Category

Rooms & Guest Services Operations

Location

Palm Jumeirah, P.O. Box 53809, Dubai 0, United Arab EmiratesVIEW ON MAP

Schedule

Full Time

Located Remotely?

N

Position Type

Non-Management

Position Summary

Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department to resolve guest call, request, or problem. Follow up and ensure that any outstanding requests are resolved. Advise guest of any messages received. Verify and adjust billing. Operate telephone switchboard station. Monitor busy or unanswered lines, check back with callers on hold to update status, take messages. Activate and deactivate guest room message lights. Transfer guests with internet access issues to internet service provider's customer support line. Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls. Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation. Supply guests with directions and property information.

Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a department role model. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals. Ensure adherence to quality standards. Enter and locate information using computers/ POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Preferred Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: At least 1 year of related work experience.
• Supervisory Experience: At least 1 year of supervisory experience.
• License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.