Communications Centre Supervisor

Fairmont Hotels & Resorts; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading luxury resort in Dubai seeks a Communications Centre Supervisor to oversee the operations of its communications hub. The role involves supervising staff, handling guest requests and emergency protocols while ensuring compliance with high standards of service excellence. This position offers the chance to contribute to a seamless guest experience in a vibrant hospitality environment.

Qualifications

• Minimum 2 years of experience in a communications or front office role in luxury hospitality.
• Ability to remain calm and efficient in high-pressure situations.
• Flexibility to work shifts, weekends, and holidays.

Responsibilities

• Supervise and schedule a team of communication agents/operators for 24/7 coverage.
• Liaise with housekeeping, security, and other departments for timely guest responses.
• Handle emergency communication protocols according to resort procedures.

Skills

Leadership

Interpersonal Skills

Communication

Tools

Hotel Communication Systems

Job description

Company Description

Discover the warm hospitality of Sofitel Dubai The Palm, a luxurious 5-star beachfront resort nested on the East Crescent of the renowned Palm Jumeirah.

Nestledamongst lush greeneryonthe idyllic shores of the Arabian Gulf, Sofitel Dubai The Palm offers a tropicaland relaxingsanctuary, only ashort distance away from the vibrant, buzzing metropolis of Dubai.

Withtouches of Frencheleganceinterlacedthroughout the resort, we invite guests to enjoy an environment “Where life lives” and indulge in excellence.

The resort comprises of 360 contemporary guest rooms and suites, 182 serviced apartments, 4 ultra-luxury villas, Sofitel Spa with L’Occitane, Fitness Centre, Kids Club and offers a large variety of dining options with 7 restaurants, 5 bars, and lounges.

Job Description

The Communications Centre Supervisor oversees the daily operations of the resort’s communications hub, ensuring all internal and external calls, messages, guest requests, and emergency communications are handled efficiently, professionally, and in line with luxury service standards. This role ensures smooth coordination between departments, supervises the communications team, and contributes to delivering a seamless guest experience.

Key Responsibilities:

• Supervise and schedule a team of communication agents/operators to ensure 24/7 coverage.
• Monitor performance and provide training to ensure high standards of telephone etiquette and guest service.
• Ensure all guest calls, messages, wake-up calls, and requests are handled promptly and courteously.
• Liaise with housekeeping, engineering, security, and other departments to ensure timely response to guest and operational needs.
• Maintain the accuracy of internal directories, emergency contact lists, and call logs.
• Handle emergency communication protocols (e.g., fire alarms, guest incidents) in accordance with resort procedures.
• Review and report communication trends, response times, and service issues to management.
• Address guest complaints or service failures in a professional and proactive manner.
• Ensure all equipmentis fully functional and report malfunctions.
• Maintain confidentiality and security of all guest and resort information.

Qualifications

Qualifications & Requirements:

• Minimum 2 years of experience in a communications or front office role, preferably in a luxury hospitality setting.
• Strong leadership and interpersonal skills.
• Excellent verbal and written communication skills.
• Proficient in hotel communication systems.
• Ability to remain calm and efficient in high-pressure situations.
• Flexibility to work shifts, weekends, and holidays.