As a Call Centre Supervisor at Waldorf Astoria Dubai International Financial Centre you will be responsible to oversee and lead the Call Centre department, ensuring that the highest level of luxury service is consistently maintained at all times, in alignment with the brand and Forbes standards.

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What will I be doing?

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The Call Centre Supervisor at Waldorf Astoria Dubai International Financial Centre will work with the Call Centre team in upholding exceptional luxury standards of service. Specifically, you will be responsible for performing the following tasks to the highest standards:

\n\nEnsure a prompt and effective resolution of guest queries in a timely and efficient manner.\nCoordinate all wake up calls with precise timing and appropriate greeting adhering the brand standards. \nMaintain accurate departmental reports, including emergency and downtime reports. \nDemonstrate comprehensive knowledge of hotel facilities, services, and local attractions in the UAE.\nImplement effective upselling techniques to promote the hotel’s offerings aiming to maximize hotel revenue.\nDemonstrate ‘True Waldorf Service’ to all internal and external calls from guests.\nComply with hotel security, fire regulations and all health and safety regulations.\nTrain the team to deliver exceptional guest service following True Waldorf Service standards in all communications.\nRegularly review departmental procedures and implementing improvements as necessary.\nHandle calls for restaurant reservations after Food & Drinks duty hours.\nDrive periodic departmental quality audits for both internal and external calls to ensure compliance with brand and Forbes standards.\nEnsure the guest online messaging service meets hotel standards.\nMaintain solid and consistent process to ensure that all internal requests are logged and followed up on through the internal portal.\n

What are we looking for?

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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:

\n\nPrevious experience in a similar Call Centre role.\nStrong administrative skills.\nExcellent communication abilities.\nA commitment to delivering high levels of customer service.\nConfidence in handling phone interactions.\nProficiency in IT systems\n\n

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

\n\nSolid knowledge of the hotel property management systems.\nPrevious experience in a luxury hotel setting. \n\n

What will it be like to work for Waldorf Astoria Hotels & Resorts?

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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!