As a Call Centre Supervisor at Waldorf Astoria Dubai International Financial Centre you will be responsible of the Call Centre team ensuring that the highest standards of services are met at all point of time.
What will I be doing?
The Call Centre Supervisor at Waldorf Astoria Dubai International Financial Centre will work with the Call Centre Team to ensure that the highest standards of services are met at all point of time.
Specifically, you will be responsible for performing the following tasks to the highest standards:
- Ensure that the team achieves positive outcome from guest queries in a timely and efficient manner
- Ensure all wake up calls take place at the correct time with the appropriate greeting following the brand standards
- Ensure that the emergency / downtime reports are saved and ready to use when needed .
- Demonstrate knowledge of all hotel facilities and service and use up-selling techniques to promote these offerings to maximize revenue.
- Hold departmental briefings and challenge the team to ensure that they have the most updated information of the hotel.
- Demonstrate True Waldorf Service to all internal and external calls from the guests providing an exceptional guest service.
- Demonstrate a good knowledge of all hotel services, local attractions and landmarks in the hotel proximity
- Conduct departmental audits from time to time to ensure that all standards are followed accordingly.
- Handling calls for restaurant reservations after Food & Drinks duty hours.
- Ensuring Quality Audit for all Internal and External Calls
- Maintain the guest online-messaging service up to hotel standards
- Ensure that all the internal requests are registered and followed up through the internal portal
What are we looking for?
The Call Centre Supervisor at Waldorf Astoria Dubai International Financial Centre serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
- Good organizational and administration skills
- Positive attitude and excellent communication skills
- Commitment to deliver a high level of customer service
- Confident telephone manners
- Previous experience within the Luxury Hospitality sector
- High level of IT skills
- Excellent grooming standards
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Knowledge of the hotel property management systems
What will it be like to work for Waldorf Astoria Hotels & Resorts?
Waldorf Astoria provides guests the exceptional environment and the personalized attention of True Waldorf Service that creates a singular experience. If you understand the value of personalized attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service, you may just be the person we are looking for!