Telephone Operations Management
- Lead and manage the Telephone Operators department to ensure smooth and professional communication services across the hotel.
- Ensure all incoming and outgoing calls are handled as per Sofitel luxury standards and within defined response timelines.
- Monitor call quality, etiquette, and accuracy of information provided by the team.
- Ensure wake-up calls, message handling, guest requests, and emergency communication procedures are executed accurately.
- Maintain updated knowledge of hotel services, promotions, VIP movements, events, and operational updates.
- Coordinate emergency communication procedures during incidents, system downtime, or crisis situations.
- Ensure all communication systems and telephony equipment are functioning effectively and coordinate maintenance when required.
Guest Services & Experience
- Ensure all guest interactions are handled with professionalism, warmth, and personalized attention.
- Handle guest complaints, escalations, and special requests efficiently with prompt follow-up.
- Support VIP guest handling and coordination for arrivals, departures, and in-house experiences.
- Drive guest engagement initiatives and maintain high guest satisfaction scores.
Operational Coordination
- Act as a communication bridge between Front Office, Housekeeping, Engineering, Security, Reservations, and F&B departments.
- Ensure timely follow-up and closure of guest requests through effective coordination.
- Monitor service recovery cases and maintain detailed records for operational review.
- Assist during peak operational hours and support Front Office operations whenever required.
Team Leadership & Training
- Train, mentor, and motivate the Telephone Operators and Guest Services team.
- Conduct regular training sessions on telephone etiquette, guest handling, upselling, and luxury service standards.
- Monitor grooming, discipline, punctuality, and performance standards.
- Prepare duty rosters and ensure adequate staffing at all times.
Administrative & Compliance Responsibilities
- Prepare departmental reports including call audits, guest feedback, response times, and operational performance.
- Ensure compliance with hotel SOPs, brand standards, and audit requirements.
- Support departmental budgeting, cost control, and productivity initiatives.
- Ensure confidentiality of guest information and adherence to data privacy standards.