Telephone Supervisor

Job description

A Telephone Supervisor assists the Front Office Manager with daily operations and ensures on-time and accurate handling of Guest and management messages, enquiries and emergencies.

What will I be doing?

·  Perform other duties and responsibilities as assigned by the Front Office Manager/Assistant Front Office Manager/Duty Manager.
·  Call for repair and technical support of all computer-based equipment in Conrad Services.
·  Install all necessary telephone and Internet equipment in meeting and conference space.
·  Requisition of additional telephones and equipment as needed.
·  Ensure all phone charges for meeting and conference space has been submitted for billing to accounting.
·  Enter all updates to telephone system including new area codes and exchanges.
·  Monitor and update hotel extension information for outlets and personnel.
·  Coordinate the notification of appropriate departments in the case of an emergency, guest service request, or any other situation, which requires the dispatching of personnel to resolve or assist with the problem.
·  Is responsible for managing the processes in telephone communications.
·  Close cooperation with all areas to assure information for performing the services of the telephone switchboard and constant functionality of all systems.
·  Organisation of an optimal work sequence to guarantee the continued satisfaction of guests.
·  Acceptance, monitoring and passing on of telephone calls, telegrams and faxes (and recording of the same).
·  Passing on messages and processing wake-up calls.
·  Responsible for correct invoicing and payment for the services.
·  Draw up internal telephone directories.
·  Constant care and maintenance of all work equipment in the area.
·  Record defects and ensure prompt repair by passing these on immediately.
·  Monitor and pass on correct information.
·  Constant service to the guest is a "must" and exemplary service is to be provided.
·  Carrying out, and training in, the prescribed measures in emergency and alarm situations.
·  Close exchange of information with the other departments in the hotel.
·  Plan work schedules, carry out working hour’s calculation and plan the holiday schedule.
·  Introduction and induction training for employees, creating and carrying out training programmes.
·  Carry out work interviews and assessment interviews for employees.
·  Involvement in personnel measures such as performance assessments, allocation of employees and team motivation.
·  Draw up and create internal documentation for the telephone switchboard area.
·  The performance of the daily working hours will take place in a rolling week and in a shift system, in accordance with the work schedule of the department.
·  Full responsibility for all the work arising in a shift.
·  Post holders are expected to be prepared at all times to work anywhere required in the area.
·  Duty to obtain independent information on all changes occurring in the public areas of the hotel.
·  Responsible for the good order and cleanliness of the work area and observance of the hotel’s safety and security guidelines.

·       Excellent command of English, both spoken and written, is needed for the post.

·  Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
·  The holder of this statement can be asked to take on other tasks in addition of the ones stated, in a reasonable framework.

What are we looking for?

Telephone Supervisors serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

·  Positive attitude and good communication skills, especially on the telephone
·  Commitment to delivering a high level of customer service
·  Ability to work on your own and as part of a team
·  Competent level of IT proficiency

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

·  Previous experience in a customer-focused industry

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!