JOB DESCRIPTION / ROLE
POSITION DESCRIPTION
Position: Telephone Operator Team Leader
Department: Front Office / Telephone Operations
Reports to : Duty Manager
PURPOSE OF POSITION
To assist the Duty Manager in managing the day-to-day operations of the Telephone Operations Department, including providing support, coaching and training for the Royal Service Agents.
Furthermore the Telephone Operator Team Leader will maintain the hotel's telephone system and assist with:
- Switchboard operation
- Restaurant/Afternoon Tea Reservations
- Guest requests e.g. Housekeeping, Concierge, Valet/Laundry, Front Office, Security etc.
KEY ROLES & RESPONSIBILITIES
- Manage and supervise all tasks of his/her staff
- Direct, supervise and coordinate activities in Operator department
- Develop and implement procedures for proper handling of in- and out-going telephone calls, faxes, rental equipment, and other telecommunication services
- Investigate complaints regarding telecommunication services and operators and technicians, take appropriate actions.
- Establish and maintain effective employee relations
- Organize and conduct regular meeting for all Telecommunication staff to facilitate communication and a smooth operation
- Manage and monitor the operation of all equipment, software, hardware and ensure all units are working and installed properly
- Ensure preventive and corrective maintenance for all telecommunication equipment
- Monitor the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report
- Investigate and report software problems to respective vendors, coordinate interface problem solving with the hotel's System Manager
- Maintain records to process telephone calls in the billing system
- Perform PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel
- Prepare and controls departmental budgets
- To attend Telecommunication seminar, product knowledge, presentation, organized by the external bodies
- Conduct shift briefings to communicate hotel activities and operational requirements
- Prepare work and vacation schedules for Guest Service staff, taking into consideration occupancy and forecasts and any large group movements
- Adhere to OH&S policies and procedures and ensure all direct reports do the same
- Maintain and develop the "Royal Service Manager" computer system.
Human Resource and Training Responsibilities
- Work with Superior, Human Resources and Rooms Division Training Manager to ensure productive departmental performance:
- Prepare induction programs for new employees
- Conduct regular on-the-job training
- Provide input for probation and formal performance appraisal discussions
- Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance
REQUIREMENTS
PERSONAL ATTRIBUTES
- Written and verbal communication skills in English
- Able to develop rapport with Colleagues and Management staff
- Ability to work cohesively with co-workers as part of a team
- Ability to focus attention on guest needs, remaining calm and courteous at all times
- Ability to promote positive relations with all hotel guests and patrons
- Able to exercise good judgment with difficult guests
- Understanding and ability to work in a multi-cultural environment.
QUALIFICATIONS
- Diploma or Degree in Hotel Management.
EXPERIENCE
- Minimum 2 - 3 year relevant experience preferably in a four or five star hotel with at least 1 year at a supervisory level.
ABOUT THE COMPANY
A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.
We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.
From luxury to economy and in every corner of the globe, AccorHotels' more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.
