A telephone Team leader is a responsibility related to that of supervisory position. It is a daily routine job that has to maintain smooth running of the staff members in the Switchboard department in collaboration with the Assistant Manager, Telephones.

Responsibilities

-Responsible for the speedy and courteous answering of the incoming calls both internal and external in a warm and friendly tone.

-Providing smooth and efficient operation and maintain professional handling of the telecommunication operation.

-Entering of HotSOS guest requests and monitoring of response timing. Communication:

Internal

Answers all internal calls as per the standard and assists in transferring calls from any other department

External

Answers all external calls in the respective standard and manner Assist the customers, guests, business partners, ... with all requests

             -Checks the roster and acknowledges that all staff reported to duty on time and are all well dressed in clean/pressed uniform, name tag legible and matching stocks and shined shoes.

            -At all times sounds pleased to handle the call and take care to speak distinctly with a pleasant tone of voice

            -Reads the logbook to get all the information needed and take verbal handover from the preceding Operators on duty.

            -Checks the e-mail for important messages.

            -Checks all the instruments in the department, all the PC consoles, Opera, and 
all the stationery in the department as well.

            -Checks the DND sheet and do the required procedures accordingly.

            -Reads the whiteboard and the notice board for further information such as, 
who is the manager on duty, HK, Engineering, butler, duty mobile, day off, etc.

            -Checks the fax machine and the printer and the status of the paper in both the 
machines.

            -Updates the information board by the following information with required 
operational information.

            -Print out emergency reports for hotel every 2 hours.

            -Gives a proper handover to the following shift.

            -Assist with request or pass it on to the concerned department/room number

           -Handle all incoming and outgoing faxes for guests/departments.

            -Handle messages for in-house and expected guests.

            -Ensure that all requests are handled in a timely manner and to follow up with

Main Duties:

-Escalate any expression of the guest satisfaction to the senior colleague


on duty immediately.

 -Ensure all wake calls are correctly written in the master sheet.

 -Ensure all wake calls are given on time and written in a clear readable



handwriting

 -Clear all doubts and cross check all wake up calls before leaving the


shift.

-Handle shift responsibilities in the absence of a Team leader.

-Update hotel extension list regularly.

-Programming of telephone lines.

-Programming for room telephones (When requested by the guest)

-Maintain discipline and a low tone of voice in the department to avoid

back 
ground noise

 -Maintain grooming as per the company’s grooming standards

-Assist new colleagues with the day to day operations.

 -Assist in generating revenue by using the techniques of up-selling and



suggestive selling.

-Have high product knowledge about 5 star Hotels & Resorts.

-Ensure all calls are answered in three rings

 -Closely monitor the tone of voice and if all colleagues are assisting


callers as 
per call answering procedure.

 -Take full departmental responsibility in the absence of the Assistant


Manager.

 -Maintain a smooth running of the department.

 -Assist to achieve required ratings on Test calls and LQA.

-Supervise colleagues and ensure that all calls and requests are handled


according to the hotel standards.

 -Assist with answering calls and guest requests and help with any


challenges 
that might occur during a shift.

-Maintain at all times high levels of discipline and control back ground


noise.

 -Keep the team motivated and treat all colleagues with integrity.

 -Carry out all tasks as per the Team Leader check list

- Insure all information's and instructions are cascaded to all colleagues


on duty

-Carry out detailed checks on all wake up call requests

- Carry out a detailed checks on all incoming and outgoing faxes

  -Carry out a detailed checks on telephone line blocking (For rooms and



extensions)

-Carry out detailed checks on all pending requests on Service One.

-Proactively assist in colleagues queries and use them as training tool


through 
the days briefing

-Set an example for all colleagues with regards to punctuality, discipline,



grooming, courtesy, attitude, team work, guest relations and following


policies 
and procedures.

-Training, coaching & support to all colleagues within the telephone


department 
to ensure they are capable to meet the needs of the customer


& the 
organization.

 -Record all operational feedback in the operator's logbook.

 -Carry out quarterly feedbacks for colleagues and assist the manager in

the 
yearly appraisals.


-Maintain the department stationary supplies and re-order as needed

-Maintain the logbook and ensure that all Operators read, understand


and 
implement any relevant information.

-Be an ambassador at all times to your organisation

-Observe all operations and colleagues on day to day basis, implementing


corrective actions where needed..

-Carry out daily effective departmental briefings and ensure that smooth


shift 
handovers are taking place.

-Ensure that all notice boards and white boards are updated daily (i.e.


Managers 
on Duty, Functions of the Day).

-Update the department team site.

-Ensure Operator consoles stations are neat and clean

-Send all relevant managers are sent the HotSOS performance and


complaints 
reports daily and monthly.

-Ensure that the Telephone equipment is in working order, monitor

misuse. 
(Report any faults to the Manager/IT).


-Be aware of the departmental expenses and control accordingly.

-Assist in generating revenue by using the techniques of up-selling and

suggestive selling.

-Escalate any expression of the guest satisfaction to the senior colleague

on duty immediately.

-Ensure all wake calls are correctly written in the master sheet.

-Ensure all wake calls are given on time and written in a clear readable



handwriting

-Clear all doubts and cross check all wake up calls before leaving the


shift.

-Handle shift responsibilities in the absence of a Team leader.

-Update hotel extension list regularly.


-Programming of telephone lines.

-Programming for room telephones (When requested by the guest)

-Maintain discipline and a low tone of voice in the department to avoid


back 
ground noise

-Maintain grooming as per the company’s grooming standards

-Assist new colleagues with the day to day operations.

-Assist in generating revenue by using the techniques of up-selling and



suggestive selling.

-Have high product knowledge about the hotel

-Ensure all calls are answered in three rings

-Closely monitor the tone of voice and if all colleagues are assisting


callers as 
per call answering procedure.

           

ESSENTIAL]

Able to communicate effectively and to respond well (switched on) to questions 
and request

Well groomed/presentable

Enthusiastic and eager

Portrays self confidence


Well versed spoken and written English, assertive communication 

Additional Language: Arabic, Russian or European language

Min 01 year Hotel Experience in Telephones, preferably in a supervisory position. -Basic Computer Knowledge, i.e. Internet, Outlook.
- PMS - Opera
- Accustomed to handling customer complaints

Excellent communication skills, both verbal and written