Telephone Operators Supervisor

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Responsibilities:

The Butler Command Center Supervisor is a key leadership role within the hotel, responsible for overseeing the operations of the Butler Command Center. This position ensures that all guest requests and communications are handled promptly and efficiently, maintaining the highest standards of service. The Butler Command Center Supervisor will supervise the team of agents, ensuring they deliver exceptional service and coordinate with other departments to meet guests' needs.

• Leads Pre-Arrival Communications between guests and Hotel.
• Lead and supervise the Butler Command Center Agents, providing guidance, training, and support to ensure efficient and high-quality service.
• Handle all guest requests promptly and efficiently, ensuring they are logged and followed up on according to the hotel’s standards.
• Communicate internal and external guest requests via Hotel Communications Platform.
• Ensure all requests logged in to Hotel Communications Platform followed up according to the hotel’s standards.
• Coordinate daily operations of the Butler Command Center, ensuring seamless communication and collaboration between departments.
• Provide information on hotel services
• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
• Maintain an excellent relationship with all departments, in particular Housekeeping, Front Office and Engineering
• Maintain accurate records of all internal and external guest requests and follow-up with the necessary department and/or guests in the pre-determined time frame
• Provide guests with information about checkout procedures, transportation options, and feedback opportunities a day before their departure.
• Maintain excellent communication within the Butler department as well as with all other departments
• Provide guests with in room communication tools and ensure correct set up
• Handle and distribute faxes, voice messages and written messages for internal and external guests
• Have full knowledge of the hotel’s emergency procedures
• Maintain a safe working environment for all team members.
• Assist Front Office with administrative duties as required
• In charge of ensuring Butler Command Centre Agents comply with FORBES and LQA standards.
• Participate in meetings and contribute to the continuous improvement of the Butler Command Center operations.

Qualifications:

• Minimum 2 years of experience in guest relations or a similar position in the hospitality industry.
• Highly organized with the ability to manage multiple tasks and communications simultaneously.
• Fluency in English required (verbal & written) - Proficiency in multiple languages is a plus.
• Strong telephone skills
• Excellent telephone manners, telephone voice
• Strong typing and clerical skills, organized and detail oriented
• Strong interpersonal skills and English communication skills
• A hospitality diploma is an asset
• Knowledge of computerized Front Office systems required with emphasis in Micros
• Fidelio based programs (Opera) and Windows, MS Office Suite an asset
• Excellent team spirit and leadership qualities.
• A passion for guest service
• Excellent team spirit
• Ability to handle conflicting priorities and work well under pressure.
• Must be willing to work shifts (incl. Night shifts)