Supervisor Telephone Operator

Roles and Responsibilities

• Support and assist in the smooth running of the front office department, where all aspects of the guest journey and experience are delivered to the highest level, ensuring both property and company standards are attained and adhered to.
• Takes responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner.
• Collaborate with colleagues to maximize guest satisfaction and comfort, delivering a positive and responsive approach to enquiries and problem resolution.
• Support and deliver on the strategies and objectives of the front office department taking ownership for assigned areas of responsibility.
• Develops and builds own skills, knowledge and experience at every opportunity within front office department, which aligns with the culture of growth, development and performance expected by the company.
• Collaborates with the Head of Department, ensuring that departmental inventory is maintained, that productivity targets are achieved and performance levels are attained.
• Build and maintain effective working relationships, communicating with key stakeholders whilst promoting the company culture and values.
• Ensures adherence to all legislation where due diligence requirements and best practice activities are planned, delivered and documented for internal and external audit, performing follow-up as required.

Requirements of the Telephone Operator:

• Experience in front office.
• Ability to adapt to changing service environments.
• Pro-active with a hands-on approach.
• Passion for the hospitality industry.
• Ability to manage work ensuring that tasks assigned are delivered.
• Ability to find creative solutions, offering recommendations.
• Personal integrity, with the ability to work in an environment that demands excellence.
• Strong communication and listening skills.
• Good IT skills.
• Ability to work collaboratively at all levels within the department.
• An open and positive personality.
• Ability to handle challenging priorities and assignments.

Desired Candidate Profile

1. Communication Skills

• Clear Verbal Communication: The ability to speak clearly, professionally, and courteously is essential for interacting with callers.
• Active Listening: Carefully listening to callers' requests or concerns to ensure they are directed to the appropriate person or department.
• Professional Phone Etiquette: Maintaining a polite and friendly tone, using proper greetings, and speaking with clarity, especially in high-volume environments.
• Effective Questioning: Asking the right questions to understand the caller’s needs quickly and accurately.

2. Multitasking

• Handling Multiple Calls: Telephone operators often need to manage several calls at once, ensuring that each one is dealt with appropriately and without confusion.
• Managing Call Transfers: Transferring calls between departments or individuals while keeping track of the conversation to ensure nothing is missed.
• Switching Between Duties: Balancing phone duties with other administrative tasks, such as taking messages or answering customer inquiries.

3. Customer Service Skills

• Providing Information: Giving clear, accurate, and helpful information to callers, whether it’s about services, office hours, or contact details.
• Problem-Solving: Assisting with troubleshooting simple issues or inquiries and resolving problems efficiently and professionally.
• Handling Difficult Calls: Remaining calm and composed when dealing with upset or frustrated callers, diffusing tension while remaining professional.

4. Organizational Skills

• Maintaining Call Logs: Keeping detailed records of calls, including caller information, purpose of the call, and any follow-up actions required.
• Scheduling Calls: In some cases, telephone operators may schedule calls or appointments, requiring strong time management skills.
• Efficient Call Routing: Ensuring calls are routed to the correct departments or individuals quickly and efficiently, minimizing wait times.

5. Technical Skills

• Familiarity with Phone Systems: Proficiency in operating telephone switchboards, multi-line phone systems, or VoIP (Voice over Internet Protocol) systems.
• Basic Computer Skills: Knowledge of using computer systems to access caller information, look up contact details, or enter data into a customer relationship management (CRM) system.
• Handling Voicemail Systems: Setting up, managing, and troubleshooting voicemail systems or automated answering services.
• Call Center Software: Familiarity with call center software (e.g., Zendesk, Freshcaller) for managing and tracking calls.

6. Time Management

• Prioritizing Calls: Being able to determine which calls need to be prioritized, especially in high-volume call centers or during peak hours.
• Efficient Handling of Routine Calls: Ensuring routine or repetitive calls are handled efficiently to minimize wait times for all callers.
• Minimizing Hold Times: Ensuring that callers are placed on hold for as little time as possible and follow up on their needs promptly.

7. Attention to Detail

• Correct Call Transfers: Ensuring calls are transferred correctly to the right person or department without confusion.
• Recording Information Accurately: Taking accurate messages and ensuring any important information (e.g., appointment details or urgent requests) is recorded.
• Accuracy in Providing Information: Ensuring all information relayed to the caller is correct, especially regarding company details, hours, or procedures.