A surprising, chic merging of Asian style with an Egyptian aesthetic, Raffles Dubai is a 5-star luxury hotel perfectly positioned in the heart of the city , delivering impeccable service and sophisticated style.

PURPOSE OF POSITION

To ensure all aspects of Telecommunications services achieve the highest possible guest satisfaction in accordance with the Hotel’s standards.

KEY ROLES & RESPONSIBILITIES

• Manage and supervise all tasks of his/her staff 
• Direct, supervise and coordinate activities in Royal Service department
• Develop and implement procedures for proper handling of in- and out-going telephone calls, faxes, rental equipment, and other telecommunication services
• Investigate complaints regarding telecommunication services and operators and technicians, take appropriate actions.
• Establish and maintain effective employee relations
• Organize and conduct regular meeting for all Telecommunication staff to facilitate communication and a smooth operation
• Manage and monitor the operation of all equipment, software, hardware and ensure all units are working and installed properly
• Ensure preventive and corrective maintenance for all telecommunication equipment
• Monitor the performance of PABX/Voice Mail/Call Accounting software and maintain logbook of equipment performance report
• Investigate and report software problems to respective vendors, coordinate interface problem solving with the hotel’s System Manager
• Maintain records to process telephone calls in the billing system
• Perform PABX data-base programming and regular service change to control class of service on all telephone sets in the hotel
• Conduct shift briefings to communicate hotel activities and operational requirements
• Prepare work and vacation schedules for Guest Service staff, taking into consideration occupancy and forecasts and any large group movements
• Adhere to OH&S policies and procedures and ensure all direct reports do the same
• Ensure that the team has strong product knowledge (events, restaurants, special offers etc.)
• Conduct LQA Training for the team.
• Conduct ADCB Training for the team.
• Make sure that the team is capable to enroll the guests in ALL Program.

Human Resource and Training Responsibilities

• Work with Superior and HR Manager to ensure productive departmental performance: 
• Prepare induction programs for new employees
• Conduct regular on-the-job training
• Provide input for probation and formal performance appraisal discussions
• Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance

PERSONAL ATTRIBUTES

• Written and verbal communication skills in English
• Able to develop rapport with Colleagues and Management staff
• Ability to work cohesively with co-workers as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with all hotel guests and patrons
• Able to exercise good judgment with difficult guests
• Understanding and ability to work in a multi-cultural environment.

QUALIFICATIONS

• Diploma or Hotel Experience

EXPERIENCE

• Minimum 1 year experience preferably in a four or five star hotel

Raffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates