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Job Description - Personal Assistant Supervisor (Front Office) | Waldorf Astoria Dubai Palm Jumeirah

A Personal Assistant Supervisor with Waldorf Astoria Dubai is responsible for managing the Personal Assistance section and ensures on-time and accurate handling of Guest and management messages, enquiries and emergencies.

What will I be doing

A Personal Assistant Supervisor manages the Switchboard Department and ensures on-time and accurate handling of Guest and management messages, enquiries and emergencies. Specifically, you are responsible for performing the following tasks to the highest standards:

• Overseeing the performance of Personal Assistance team, ensuring they adhere to hotel standards, provide excellent customer service, and handle calls efficiently.
• Creating schedules for Personal Assistance team to ensure adequate coverage during peak times and adjusting staffing levels based on occupancy and call volume.
• Conducting training sessions for new Personal Assistance team and providing ongoing coaching to improve their skills in handling calls, using hotel systems, and delivering exceptional service.
• Monitoring calls for quality assurance purposes, providing feedback to Personal Assistance team, and implementing improvements to enhance guest satisfaction.
• Assisting with escalated guest concerns or complaints related to telephone services, resolving issues promptly, and ensuring guest satisfaction.
• To monitor the Kipsu application by actively engaging with guests to address promptly with their questions, requests or feedback.
• Overseeing the maintenance and proper functioning of telephone systems, including troubleshooting technical issues and coordinating repairs as needed.
• Liaising with other hotel departments such as front office and other Departments to ensure seamless communication and coordination.
• Generating daily reports on call volume, service levels, and any notable incidents or concerns, providing insights to management for decision-making purposes.
• Enforcing hotel policies and procedures related to Personal Assistance operations, ensuring compliance with privacy regulations and security protocols.
• Identifying opportunities for process improvements, implementing new technologies or practices to enhance efficiency and guest experience.
• Being prepared to handle emergency situations, such as medical emergencies or security incidents, by following established protocols and coordinating with appropriate personnel.
• Proactively reaching out to guests to confirm reservations, assist with inquiries, and offer personalized services to enhance their overall experience.
• Completing administrative duties such as updating phone directories, maintaining records, and managing inventory of supplies related to telephone operations.

What are we looking for

A Personal Assistant Supervisor (Telephone Operator Supervisor) serving Waldorf Astoria Hotels and Resorts 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:

• Minimum 3–5 years of experience in a luxury hotel or premium customer service environment, including at least 1–2 years in a supervisory or team leader role within the Communications or Guest Service department.
• Proven experience in managing and training a team of Telephone Operators or Call Center Agents in a high-end hospitality setting.
• Strong leadership and coaching skills with the ability to inspire, motivate, and develop team members.
• Excellent communication and interpersonal skills, demonstrating a warm, professional, and polished manner at all times.
• In-depth knowledge of hotel operations, emergency procedures, and communication protocols.
• Exceptional telephone etiquette, active listening, and problem-resolution skills.
• Strong organizational and multitasking abilities to oversee shift operations, manage workload distribution, and ensure service consistency.
• Commitment to delivering discreet, accurate, and prompt service to both internal and external guests.
• Ability to handle guest and team concerns with patience, professionalism, and discretion.
• Technical proficiency in hotel systems such as Opera PMS, multi-line switchboards, and internal communication platforms.
• Keen attention to detail, ensuring all calls, messages, and wake-up requests are handled accurately and efficiently.
• Flexibility to work various shifts, including weekends, nights, and public holidays, as required by hotel operations.
• Impeccable grooming and personal presentation reflecting the hotel’s luxury brand standards.

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

• Previous experience as a Personal Assistant Supervisor or Telephone Operator Supervisor in a 5-star luxury hotel.
• Proficiency in additional languages (verbal and written), such as Arabic, Russian, or French.
• Familiarity with Hilton brand standards and communication procedures.

What will it be like to work for Hilton

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!