Team Leader/Supervisor
Hyatt Regency Dubai & Galleria
Total years of experience :4 years, 1 Months
Serve as a focal point of communication by answering calls from switchboard;
* Deliver and ensure that daily Welcome/Courtesy Calls are undertaken;
* Handle hotel emails, correspondence & online inquiries;
* Administer Spot Checks in call handling, messages and selling services and restaurants of the hotel for the team;
* Facilitate the handling of wake-up calls according to hotel standards;
* Ensure when required, doctor, police, ambulance & fire brigade are contacted without delay adhering to hotel emergency policy and procedure;
* Undertake customer feedbacks on services in order to improve service delivery;
* Route central fax messages within 5 minutes from arrival or received;
* Plug-in all guest complaints/logs in the system and empower for a service recovery;
* Provide administrative reports for Communication Center and inform GSM on the status;
* Brainstorm and prepare training/action plans supporting the department's Key Performance Indicators;
* Conduct departmental trainings tasks for staff and new joiners;
* Ensure that Communication Center is adequately resourced by liasing with team members and planning resources efficiently;
* Recognize staff achievements and facilitate team building activities