Royal Service Supervisor

Company Description

We are far more than a worldwide leader. We are more than 240 000 women and men who share something unique.
Each and every day we host the world. We care for millions of people. We are all moved by curiosity. We love blending cultures. We are proud of our differences
Yes, we lead the way. But we want to go further, with audacity, with imagination, with passion

Sofitel Dubai The Obelisk

Sofitel Dubai the Obelisk is Sofitel’s largest property in the Middle East. The hotel features 594 luxury guestrooms inclusive of 68 suites and 96 serviced apartments in the heart of Dubai. A variety of trendy restaurants and bars including a contemporary Asian restaurant, a Gastro Pub, a French Brasserie and Pool Bar & Lounge bring residents and patrons together to celebrate the French “Joie de Vivre”. Guests have the option to unwind at the Sofitel Spa with L’Occitane and outdoor pools with private cabanas or workout in a fully-fledged fitness center. Business travelers have access to 1,589 square meter of meeting space including one state-of-the-art ballroom ideal for the most sought after social gatherings.

Part of the Wafi Mall new extension and close to the iconic Raffles Dubai, Sofitel Dubai the Obelisk will infuse the brand’s essence with capitalizing on a perfect balance of modernism and ancient Egypt reflective of the renowned design elements of Wafi. If you are as excited as we are about connecting hearts and showing your guest passion, join us as the next Heartist – Front Office Supervisor and help us to make Sofitel Dubai the Obelisk a truly welcoming destination!

The Position

To oversee and direct all aspects of Royal Service Department to maximize guest satisfaction.

KEY ROLES & RESPONSIBILITIES

• Lead and supervise all aspects of the Royal Service department and ensure all service standards are followed.
• Provides support to Royal Service Manager and other departments in daily operations.
• Assists in analyzing RSM tickets breakdown and monthly trends.
• Train, lead, guide and direct the efforts of the Royal Service Agents.
• Supervise the responsible use all available systems including PMS (Property Management System), telephone system, Royal Service, fax, etc.
• Monitor and ensure that all calls from guestrooms and administration areas are charged and posted to guest folios and City Ledgers (when applicable).
• Resolve complications and complaints such as missed wake-up calls or missed messages, using previous experience and good judgment.
• Maintain information confidentiality.
• Achieve positive outcomes from Guest queries in a timely and efficient manner
•  Ensure all messages are correctly and promptly accepted and delivered for both Guests and management
•  Ensure all wake up calls take place at the correct time
•  Demonstrate knowledge of all hotel services, facilities and promotions in the hotel  vicinity and use up-selling techniques to promote these offerings when the appropriate
•  Handle emergency calls immediately and relay comprehensive and accurate information, as required
• Demonstrate a high level of customer service at all times
• Lead and supervise all aspects of ALL(Accor Live Limitless)
• Comply with hotel security, fire regulations and all health and safety legislation
• Follow Sofitel standards

PERSONAL ATTRIBUTES

• Strong 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 multi-cultural team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with guests and patrons
• Able to exercise good judgment with difficult guests

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management

EXPERIENCE

• Minimum 3 - 5 years’ relevant experience with at least 2 years at a supervisory level