A guest service supervisor is responsible for assisting the front office manager in directing, supervising, and coordinating the activities in the telecommunication department to achieve the highest possible guest satisfaction.
what will i be doing?
the guest service supervisor supervises the telecommunication department and performs the following tasks to the highest standards:
* assist the front office manager in all aspects of guest service to ensure maximum guest satisfaction.
* direct, supervise, and coordinate activities within the telecommunication department.
* develop and implement procedures for handling telephone calls, facsimile transmissions, rental equipment, lease lines, and other telecommunication services.
* investigate complaints related to telecommunication services and staff, and take appropriate actions.
* create work plans to meet goals, monitor achievements, and implement corrective measures as needed.
* establish and maintain effective employee relations.
* organize and lead regular meetings with telecommunication staff to ensure smooth operations and communication.
* manage the operation of all equipment, software, and hardware, ensuring proper installation and functioning.
* ensure all telecommunication equipment is under appropriate maintenance contracts and perform preventive maintenance.
* maintain an up-to-date inventory of telecommunication equipment.
* monitor performance of pabx, voice mail, and call accounting software, maintaining logs and reports.
* report software issues to vendors and coordinate solutions with the hotel system manager.
* keep records for billing, room status, and system reports.
* maintain documentation such as user manuals, system reports, and contracts.
* perform pabx programming and service changes to control telephone service classes.
* prepare and manage the departmental budget.
* attend telecommunication seminars and training sessions organized by external bodies.
* perform additional duties and projects as assigned.
* conduct shift briefings to communicate hotel activities and operational requirements.
* develop work schedules for staff, considering occupancy, holidays, and large group movements.
human resource and training responsibilities:
* collaborate with management to ensure staff productivity.
* prepare and implement induction programs for new hires.
* conduct on-the-job training and maintain records of staff progress.
* contribute to performance appraisals and probation reviews.
* ensure new staff attend orientation within the first month.
* coach, counsel, and discipline staff as needed to uphold hotel policies and standards.
financial responsibilities:
* assist in preparing and managing the department's budget.
* implement cost-saving measures wherever possible.
occupational health and safety responsibilities:
* follow occupational health and safety policies and procedures.
* ensure safe operation of equipment and adherence to safety legislation.
* be familiar with emergency procedures and operate safety equipment properly.
* report hazards and incidents promptly.
what are we looking for?
our guest service supervisors embody excellence, high performance, and a proactive attitude. To succeed, you should:
* set high standards and pursue goals relentlessly.
* continuously seek improvement and take responsibility for results.
understanding the business:
* stay informed about hotel operations, industry trends, and legislative requirements.
* adhere to hilton's policies and code of conduct.
* understand competitors' strengths and weaknesses.
* manage business using key performance indicators and consider financial implications.
* have a broad understanding of hotel operations to ensure success and profitability.
additional competencies:
* demonstrate teamwork, adaptability, reliability, cultural awareness, and a commitment to self-development.
what is it like to work for hilton?
hilton is a leading global hospitality company dedicated to providing exceptional guest experiences through its diverse brands. Our vision is to "fill the earth with the light and warmth of hospitality," and our team members are central to achieving this goal, creating memorable experiences worldwide every day.
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