Telephone Supervisor

Company Description

Novotel World Trade Centre is currently looking for Telephone Supervisor responsible for ensuring all guest interactions via telephone are handled professionally, efficiently, and with the highest level of service. The Telephone Supervisor is responsible for supervising the telephone operators, ensuring smooth communication flow within the hotel, and maintaining guest satisfaction by delivering prompt and courteous assistance at all times.

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Job Description

• Welcome the guests whether on the phone or in the hotel, and anticipate the guest needs and takes them into consideration.
• Courteously receive and properly route incoming calls.
• Service out-going calls and supplies proper connections.
• Handle any guest complaints and/or remarks; provides a response as soon as possible.
• Following up guest comments by trying to find a solution for every problem raised.
• Project a good image of the hotel by establishing good P.R through the telephone
• Assist guests when necessary e.g. calling for doctor, obtaining the telephone number etc
• Has an impeccable attitude which conveys the image of the brand and hotel.
• Assist with guest check-ins and check-outs.
• Handle guest complaints and escalate issues to the appropriate department or manager.
• Maintain a neat and organized workspace.
• Monitor and respond to voicemail messages and emails.
• Assist with administrative tasks, such as filing and data entry.
• Coordinate with other hotel staff, such as housekeeping and maintenance, to fulfil guest requests.
• Provide support during emergency situations, such as fire alarms or evacuation procedures.
• Stay updated on hotel promotions, events, and special offers to effectively communicate them to guest
  
  

• Excellent communication skills and a friendly demeanour.
• Ability to multitask and handle a high volume of calls.
• Strong customer service skills and the ability to remain calm under pressure.
• Knowledge of hotel services and facilities.
• Previous experience in a telephone operator or guest services role within the hospitality industry.
• Strong communication and interpersonal skills with a courteous and professional demeanour.
• Ability to lead, supervise, and motivate a team effectively.
• Excellent organizational skills with attention to detail and accuracy.
• Proficiency in telephone systems, switchboard operations, and Opera software.
• Ability to remain calm and professional under pressure.
• Fluency in English; additional languages are an advantage