Telephone Operator Supervisor at Waldorf Astoria Dubai International Financial Center

Hilton; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

An established industry player in hospitality is seeking a Telephone Operator Supervisor to lead the Call Centre at a prestigious hotel. This role involves ensuring that luxury service standards are upheld while managing guest queries, coordinating wake-up calls, and maintaining departmental reports. The ideal candidate will possess strong communication and administrative skills, along with a commitment to high levels of customer service. Join a team that values personalized attention and strives to create memorable experiences for guests. If you are passionate about hospitality and have a knack for delivering exceptional service, this opportunity is perfect for you.

Qualifications

• Previous experience in a Call Centre role is essential.
• Strong communication and administrative skills are required.

Responsibilities

• Oversee Call Centre operations ensuring luxury service standards.
• Train team members in delivering exceptional guest service.

Skills

Customer Service

Communication Skills

Administrative Skills

IT Systems Proficiency

Phone Interaction Confidence

Tools

Hotel Property Management Systems

Job description

As a Telephone Operator Supervisor at Waldorf Astoria Dubai International Financial Centre you will be responsible to oversee and lead the Call Centre department, ensuring that the highest level of luxury service is consistently maintained at all times, in alignment with the brand and Forbes standards.

What will I be doing?

The Telephone Operator Supervisor at Waldorf Astoria Dubai International Financial Centre will work with the Call Centre team in upholding exceptional luxury standards of service. Specifically, you will be responsible for performing the following tasks to the highest standards:

• Ensure a prompt and effective resolution of guest queries in a timely and efficient manner.
• Coordinate all wake up calls with precise timing and appropriate greeting adhering the brand standards.
• Maintain accurate departmental reports, including emergency and downtime reports.
• Demonstrate comprehensive knowledge of hotel facilities, services, and local attractions in the UAE.
• Implement effective upselling techniques to promote the hotel’s offerings aiming to maximize hotel revenue.
• Demonstrate ‘True Waldorf Service’ to all internal and external calls from guests.
• Comply with hotel security, fire regulations and all health and safety regulations.
• Train the team to deliver exceptional guest service following True Waldorf Service standards in all communications.
• Regularly review departmental procedures and implementing improvements as necessary.
• Handle calls for restaurant reservations after Food & Drinks duty hours.
• Drive periodic departmental quality audits for both internal and external calls to ensure compliance with brand and Forbes standards.
• Ensure the guest online messaging service meets hotel standards.
• Maintain solid and consistent process to ensure that all internal requests are logged and followed up on through the internal portal.

What are we looking for?

The Telephone Operator Supervisor at Waldorf Astoria Dubai International Financial Centre serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• Previous experience in a similar Call Centre role.
• Strong administrative skills.
• Excellent communication abilities.
• A commitment to delivering high levels of customer service.
• Confidence in handling phone interactions.
• Proficiency in IT systems

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Solid knowledge of the hotel property management systems.
• Previous experience in a luxury hotel setting.

What will it be like to work for Waldorf Astoria Hotels & Resorts?

Waldorf Astoria provides guests the exceptional environment and the personalized attention of True Waldorf Service that creates a singular experience. If you understand the value of personalized attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service, you may just be the person we are looking for!