Telephone Supervisor

As a Telephone Supervisor you will oversee the efficient and professional handling of all telephone communications within the property. Your primary responsibility will be to lead and train the telephone operators, ensuring that they deliver exceptional service to guests and internal departments. Your expertise in telecommunications, strong leadership skills, and commitment to guest satisfaction will be instrumental in maintaining effective communication and providing a positive experience for our guests.

Responsibilities:

1. Conduct regular training sessions for telephone operators on proper telephone etiquette, handling guest inquiries, and using the phone system efficiently.
2. Oversee the management of incoming and outgoing calls, ensuring that all calls are answered promptly and professionally.
3. Monitor call queues and response times, taking necessary actions to maintain efficiency.
4. Train telephone operators to handle guest inquiries, reservations, and requests with courtesy and attentiveness.
5. Set the standard for excellent guest service, leading by example in your interactions with guests over the phone.
6. Coordinate with other hotel departments, such as front desk, housekeeping, and room service, to facilitate effective internal communication via the phone system.
7. Ensure that internal calls are transferred accurately and promptly to the appropriate departments.
8. Collaborate with the IT department to ensure the proper functioning of the phone system.
9. Report any technical issues promptly and follow up to ensure timely resolution.
10. Monitor and review recorded calls to assess the performance of telephone operators and identify areas for improvement.
11. Conduct regular quality checks to ensure that telephone operators adhere to established standards.
12. Prepare reports on call volume, response times, and customer feedback for management review.
13. Maintain accurate records of guest messages, requests, and reservations.
14. Train telephone operators on emergency response protocols, ensuring they can handle urgent situations with composure and efficiency.
15. Actively seek guest feedback on telephone interactions and use the input to improve service quality continually.

Requirements:

1. High school diploma or equivalent; additional education or training in hospitality or communications is a plus.
2. Proven experience in a hotel telephone operator role or a related telecommunications position.
3. Excellent communication skills, both verbal and written, to interact effectively with guests and staff.
4. Strong leadership and supervisory skills, with the ability to motivate and inspire a team.
5. Knowledge of telephone systems and call center software.
6. Ability to remain calm and composed in high-pressure situations.
7. Flexibility to work different shifts, including evenings, weekends, and holidays, to meet operational needs.