Telephone Operator Supervisor at Waldorf Astoria Dubai International Financial Center

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

Job summary

A prestigious hotel in Dubai seeks a Telephone Operator Supervisor to manage the Call Centre department and ensure adherence to luxury service standards. The ideal candidate will have prior experience in a similar role, strong administrative and communication skills, and a commitment to exceptional customer service. Responsibilities include orchestrating guest inquiries, coordinating wake-up calls, and training team members to provide high-level service. This role offers an opportunity to excel in a renowned hospitality environment.

Qualifications

• Strong experience in a Call Centre role, preferably in a luxury setting.
• Exceptional communication skills are essential for this position.
• Ability to manage guest inquiries and provide excellent customer service.

Responsibilities

• Oversee Call Centre operations ensuring luxury service standards.
• Train team to deliver exceptional guest service.
• Coordinate wake-up calls and handle reservations after-hours.

Skills

Previous experience in a similar Call Centre role

Strong administrative skills

Excellent communication abilities

Commitment to high levels of customer service

Confidence in handling phone interactions

Proficiency in IT systems

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 hotels 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!

EOE/AA/Disabled/Veterans

Required Experience:

Manager