Call Center Supervisor

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:

• Ensure a prompt and effective resolution of guest queries in a timely and efficient manner.
• Coordinate all wake up calls with precise timing and appropriate greeting adhering to the brand standards.
• Maintain accurate departmental reports, including emergency and downtime reports.
• Demonstrate comprehensive knowledge of hotel facilities, services, and local attractions in the UAE.
• Implement effective upselling techniques to promote the hotel’s offerings aiming to maximize hotel revenue.
• Demonstrate True Waldorf Service to all internal and external calls from guests.
• Comply with hotel security, fire regulations, and all health and safety regulations.
• Train the team to deliver exceptional guest service following True Waldorf Service standards in all communications.
• Regularly review departmental procedures and implement improvements as necessary.
• Handle calls for restaurant reservations after Food & Drinks duty hours.
• Drive periodic departmental quality audits for both internal and external calls to ensure compliance with brand and Forbes standards.
• Ensure the guest online messaging service meets hotel standards.
• Maintain a solid and consistent process to ensure that all internal requests are logged and followed up on 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:

• Previous experience in a similar Call Centre role.
• Excellent communication abilities.
• A commitment to delivering high levels of customer service.
• Confidence in handling phone interactions.
• Proficiency in IT systems.

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

• Solid knowledge of the hotel property management systems.
• Previous experience in a luxury hotel setting.