Telephone Operations Coordinator

24 hours ago


Manama, Manama, Bahrain RESO Full time
Job Description

At RESO, we are seeking a skilled and experienced Telephone Supervisor to join our team. In this role, you will be responsible for assisting the Front Office Manager with daily operations and ensuring timely and accurate handling of guest and management messages, enquiries, and emergencies.

Key Responsibilities

• Assist in coordinating the notification of appropriate departments in the case of an emergency, guest service request, or any other situation that requires the dispatching of personnel to resolve or assist with the problem.
• Monitor and update hotel extension information for outlets and personnel.
• Coordinate the installation of all necessary telephone and Internet equipment in meeting and conference space.
• Requisition additional telephones and equipment as needed.
• Ensure all phone charges for meeting and conference space have been submitted for billing to accounting.
• Enter all updates to the telephone system, including new area codes and exchanges.
• Manage processes in telephone communications.
• Close cooperation with all areas to ensure information for performing the services of the telephone switchboard and constant functionality of all systems.
• Organize an optimal work sequence to guarantee the continued satisfaction of guests.
• Accept, monitor, and pass on telephone calls, telegrams, and faxes (and record the same).
• Pass on messages and process wake-up calls.
• Responsible for correct invoicing and payment for the services.
• Draw up internal telephone directories.
• Constant care and maintenance of all work equipment in the area.
• Record defects and ensure prompt repair by passing these on immediately.
• Monitor and pass on correct information.
• Constant service to the guest is a must, and exemplary service is to be provided.
• Carry out training in prescribed measures in emergency and alarm situations.
• Exchange information with other departments in the hotel.
• Plan work schedules, carry out working hours' calculation, and plan the holiday schedule.
• Introduction and induction training for employees, creating and carrying out training programs.
• Conduct work interviews and assessment interviews for employees.
• Involvement in personnel measures such as performance assessments, allocation of employees, and team motivation.
• Draw up and create internal documentation for the telephone switchboard area.
• The performance of daily working hours will take place in a rolling week and in a shift system, in accordance with the work schedule of the department.
• Full responsibility for all the work arising in a shift.
• Post holders are expected to be prepared at all times to work anywhere required in the area.
• Duty to obtain independent information on all changes occurring in the public areas of the hotel.
• Responsible for the good order and cleanliness of the work area and observance of the hotel's safety and security guidelines.

Requirements

To successfully fill this role, you should maintain the attitude, behaviors, 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.

What We Are Looking For

We are looking for individuals who are able to work effectively in a fast-paced environment, provide excellent customer service, and possess strong communication and interpersonal skills.

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