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Telephone Operator Supervisor

United Arab Emirates - Ras al-Khaimah

Full job details

Waldorf Astoria Ras Al Khaimah
United Arab Emirates - Ras al-Khaimah
Job Type
Front Office, Receptionist
Job Level

Job Description


Job Summary: Serves as a lead switchboard operator. Trains and supervises telephone operators while also performing clerical duties. This position supervises all telephone operators as well as oversees all operator functions. The position works directly with the TMs and Guests informing them of the available telephone services. Essential Functions: 20% Serves as lead operator for the switchboard processing calls in a professional and timely manner. 20% Supervises telephone operators; including, scheduling, training, evaluating and monitoring. 20% Responsible for the maintenance and updates of hotel telephone directories regarding personnel changes and hotel events. 20% Processes Telecommunications work orders. 20% Performs other duties and responsibilities as they are assigned. What will I be doing? Coaches, reviews, and supervises assigned employees, or makes effective suggestions and recommendations that are given particular weight regarding the employment status of assigned employees.
  • Maintains procedural manuals due to changes in operational policies and procedures; assists with establishment of new procedures as new equipment or programs are implemented.
  • Coordinates updating of directories and events schedules when notified of changes in order to ensure access to correct information.
  • Devises work schedule for telephone operators ensuring adequate coverage of telephone switchboard at all times; revises work schedule as necessary. 
  • Prepares various reports such as traffic reports or weekly progress reports as requested by supervisor.
  • Reports telephone equipment failures by completing necessary paperwork and notifying appropriate telecommunications personnel.
  • Operates telephone switchboard in order to answer incoming calls; determines intent of caller and makes appropriate connection.

What are we looking for?

Telephone Operator 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!